Customer experience
Contact Centres in the Time of COVID-19
How COVID-19 changed customer expectations and what contact centres need to do to meet them in the new normal.
Team
Category
Customer Experience
Customer experience
Maintaining Our Spot as #1 Provider to the Utility Industry
How Telnet maintains its position as New Zealand's leading contact centre for the energy and utilities sector.
Team
Customer experience
How to Say No While Still Saying Yes
The skill of redirecting customer expectations without creating frustration — one of the most valuable capabilities a contact centre agent...
Team
Customer experience
Patience: an Agent's Responsibility
Patience isn't just a nice quality for contact centre agents to have — it's a professional responsibility that directly impacts...
Team
Customer experience
Customer Service Is a Feeling, Not an Action
The difference between customer service that's technically correct and customer service that's genuinely good — and why it matters for...
Team
Customer experience
Attitudes Are Contagious — So What Are You Spreading?
The attitude you bring to your customer interactions spreads — to your customers, your colleagues, and back to you. What...
Team