During ex-cyclone Tam, Telnet used Tulip AI to handle 33% of customer calls for major NZ power companies like Vector—reducing wait times, scaling support instantly, and ensuring reliable service during a record-breaking storm.
People who ignore history’s lessons often make the same old mistakes, and right now, some New Zealand businesses appear to be making this very error. They appear determined once again to test contact centre credo that a New Zealander responding to New Zealand queries is always going to deliver a better response. With the significant […]
For a long time contact centres have been known to have very high staff turn overs with most having a turnover rate of 30-45 percent with some seeing a turnover rate higher than 100 each year! A common cause for this is due to Contact Centres not prioritising the frontline, ensuring they have the right […]
As we enter a new era of AI and are starting to see more and more uses of this technology across more industries than ever before it becomes more crucial than ever for Contact Centres to be aware of and utilising tools that make use of this emerging technology. With this in mind, today we […]
When deciding whether to partner with a Call Center or a BPO provider, it’s important to consider your business needs and the types of services that you require. It can be a little daunting at first to navigate all the terms specific to the outsourcing industry and narrow down what sort of company is the […]
Outsourcing to a contact centre can be an intimidating idea for many businesses and it comes with a lot of stereotypes that are frankly outdated. Having worked in a mix of both in-house and outsourced contact centres for over 20 years, I have extensive experience in both realms and have seen both the upsides and […]
