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 […]
Telnet are pleased to announce the launch of SenseIQ , a fresh new knowledge management platform. This launch represents the transition of Telnet from an outsource contact centre provider to a customer experience Service provider. Being single-channel is no longer good enough, the future demands more and we regonise this. We need to provide the […]
Because contact centre staff spend their time interacting with customers, be it by phone, SMS, email social media or webchat, the contact centre is uniquely positioned to gain valuable insights into how customers feel about a company’s products or services. However, to take advantage of this unique position it is important that information about these interactions […]
There’s nothing worse than being asked a question you don’t know the answer to, and at Telnet we get asked thousands of questions each day. Our agents often work on several campaigns at once, so the overload of questions may seem a little daunting. That’s why, instead of spending large amounts of time training for […]
SMS, text messaging, we all thought it was dead right? Not quite. We might use apps and other messaging channels when chatting to our friends, but in the contact centre, SMS is still an essential communication tool for the simple fact that it is so ubiquitous. Anyone with a mobile phone has SMS and in […]
When a customer of one of Telnet’s clients picks up their phone or logs into their smartphone, tablet or PC to interact with one of the contact centre team, it is simply expected that every phone call, email or message will go through any time, night or day. Given the complexity of modern communications and […]
