Getting the best out of Bots

There’s no shortage of industry press articles musing on the future of Contact Centres, so it’s refreshing to see one that looks back over the last 10 years to see which predictions of that time actually turned out to be true.

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Contact Centres in the time of Covid-19

The NZ Herald today (Saturday 25 April) points out the hitherto unseen risks of outsourcing call centres in the Philippines and India. Poor technology and a weak national telecommunications infrastructure have left contact centres in these countries struggling under the Covid-19 lockdown. In sharp contrast to this, my company Telnet – New Zealand’s largest locally […]

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Delivering Outstanding CX in an Omni-channel world

There is a lot going on in the CX space these days. The myriad of different ways people need help is causing challenges. At Telnet we have been working on our strategy to deal with these issues . We call it Telnet 2020 and beyond https://www.telnet.co.nz/wp-content/uploads/sites/2/2020/04/Telnet-2020-and-beyond.pdf

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Remote Working using Cloud Contact Centre Software

In the last few years we have seen a rapid move globally towards remote working. An interesting report by Remoters published in January 2020 tracks remote worker evolution in recent years and projects its development in 2020 and beyond. The report talks about why remote working has been growing rapidly. It includes a study by […]

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Preparing for COVID-19

People have been asking me about what Telnet will do should the current situation with COVID-19 worsen, so I thought I’d share the plan we’ve been following in case it might help others in similar situations. Covid-19 virus is forcing companies to think about business continuity, whether that’s related to their supply chain or enabling […]

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