When it comes to hiring staff, qualifications should not be the only factor taken into consideration. Personality and attitude are just as important when it comes to selecting the right person for a role. Over my 18 years at Telnet, I have seen people from all walks of life and at vastly varied levels of […]
The call centre industry is on the brink of a major transformation. With the advent of new technologies like virtual assistants, artificial intelligence (AI) and self-service web chat, businesses are starting to explore new ways to interact with their customers. This shift is being driven by the need to improve customer experience and reduce costs. […]
Sometimes it feels Telnet is a victim of our own success: we make it so easy for our callers to get stuff done over the phone instead of using the Online or App tools our clients provide that these tools are under-utilised. Customer interactions by phone or email are more expensive for our clients than […]
In the ever changing and evolving world of call centres, we all have heard the term “AI” used for many years now as the answer to all of our problems. However, in the past its real world use in our industry has been limited and I could understand some people being jaded by their experience […]
The idea of incorporating the gig economy into call centres is one I have long been interested in given its growing success in other industries. Up until now I can find a number of articles discussing the idea but few where there was a working model that has seen widespread use which begs the question; […]
In the contact centre industry, we are exposed to a large variation of CRM software on a regular basis for everything from data entry to handling calls, emails chats, social media etc. Each CRM has its strengths and weaknesses but one common trend they all seem to share is a high level of complexity for […]
