Insights
Prioritising the Frontline: a Benefit not a Cost
Contact centre staff turnover of 30–45% annually is often treated as inevitable. It isn't. Here's how investing in frontline staff...
Sam Rae
Category
Insights
Insights
Contact Centre Tech Spotlight: Amazon Connect Contact Lens
Amazon Connect Contact Lens brings real-time transcription, sentiment analysis, and automated quality assurance to the contact centre. Here's what it...
Team
Insights
What's Right for Your Business: Call Centre or BPO Business Process Outsourcing?
Understanding the difference between a traditional call centre and a full Business Process Outsourcing partner — and how to choose...
Team
Insights
Can Outsourcing to a Contact Centre Drive Business Growth?
The traditional view of contact centre outsourcing as cost reduction is outdated. Here's how strategic outsourcing can actively drive revenue...
Team
Insights
Telnet's Action on Climate Change
How Telnet is reducing its environmental footprint through remote work, cloud technology, and deliberate choices about how we operate.
Team
Insights
Have You Noticed That Wait Times Have Blown Out?
An indicative wait time of one hour. Email responses taking 10 working days. COVID has changed customer service standards —...
John Chetwynd
Insights
The Importance of a Geographically Diverse Workforce
Geographic concentration is a business continuity risk. Here's how Telnet's distributed workforce across New Zealand creates resilience for our clients....
Team
Insights
The Benefits of a One-Team Model in Outsourced Call Centres
The most successful outsourcing relationships feel like an extension of the client's own team. Here's what that requires — and...
Team
Insights
Amazon Connect: Shaping the Future of Telnet
Telnet's migration to Amazon Connect is complete. Here's what it means for our capabilities, our clients, and the future of...
Team
Insights
Return from the Holidays
Managing the post-holiday surge: how contact centres prepare for the January return and what it means for staffing and service...
Team
Insights
Christmas as Remote Workers
Our first distributed Christmas — what we learned about maintaining team culture and celebration when your team is spread across...
Team
Insights
Hiring Based on Soft Skills Over Hard Measures
The best contact centre agents aren't always the ones with the most experience. Here's why Telnet prioritises emotional intelligence and...
Team
Insights
The Future of Digitisation in New Zealand Based Call Centres
Digitisation isn't about replacing human agents — it's about augmenting them. Here's what the next five years look like for...
Team
Insights
Why Do Customers Pick Up the Phone Instead of Using the Self-Help Tools Available?
Most organisations have invested heavily in self-service tools. Customers still call. Understanding why is the key to building self-service that...
Team
Insights
How Useful Is AI in the Contact Centre?
AI in the contact centre is real and delivering results — but the hype often outpaces the reality. Here's an...
Team
Insights
An Internally Sourced Gig Economy in the Call Centre
What if the answer to contact centre staffing flexibility wasn't external gig workers, but an internal pool of flexible capacity?...
Team
Insights
The Surprisingly Neglected Feature of the Modern CRM
Most CRM implementations focus on call routing and data capture. The knowledge management capability — the feature that most directly...
Team
Insights
Maintaining Call Centre Culture in a Post-COVID World for Homeworkers
COVID-19 forced contact centres to go remote almost overnight. Now the challenge is maintaining the culture and connection that makes...
Team
Insights
Telnet Completes Migration to Amazon Connect
After 18 months of planning and execution, Telnet has completed its migration to Amazon Connect as our primary telephony platform....
Team
Insights
Is the Traditional Dealer Rep an Outdated Model?
Field sales teams are expensive and increasingly ineffective as digital channels change how businesses buy. Is the traditional dealer rep...
Team
Insights
Gearing Up for the Future of Retailing
COVID-19 accelerated retail's digital transformation by years. Here's what contact centres need to do to support the new retail reality....
Team
Insights
Remote Working Using Cloud Contact Centre Software
How cloud contact centre technology enables Telnet agents to work effectively from anywhere in New Zealand.
Team
Insights
Getting the Best Out of Bots
Chatbots and voice bots have enormous potential — but most implementations underdeliver. Here's what separates successful bot deployments from frustrating...
Team
Insights
Telnet Is More Efficient After Lockdown
An unexpected finding: Telnet's operational efficiency improved during the COVID-19 lockdown. Here's what we learned and what we're keeping.
Team
Insights
Preparing for COVID-19
As New Zealand prepares for COVID-19 lockdown, here is how Telnet is ensuring business continuity for our clients.
Team
Insights
Delivering Outstanding CX in an Omni-Channel World
Omnichannel customer experience is more than offering multiple channels — it's about making those channels work together seamlessly.
Team
Insights
Telnet Launches SenseIQ
Telnet launches SenseIQ, an AI-powered knowledge management system that helps agents find information instantly during live customer interactions.
Team
Insights
Are You Killing Your Own Industry?
Poor contact centre experiences are damaging not just individual brands but customer tolerance for call-based service in general. The industry...
Team
Insights
Quality Assurance: Here to Help, Not Hinder
Quality assurance in contact centres is often dreaded by agents. It doesn't have to be — here's how to build...
Team
Insights
Is a Robot After Your Job?
The automation debate in contact centres — honest assessment of what's changing and what it means for the people who...
Team
Insights
Effort Over Talent
Why Telnet prioritises effort and character over raw talent when building contact centre teams — and what the research says...
Team
Insights
Update the Way You Feel About Change
Change in contact centres is constant and accelerating. How you relate to that change determines whether it energises or exhausts...
Team
Insights
A New Approach to Learning
Traditional contact centre training is expensive, slow, and often ineffective. Here's how technology and a new approach to learning are...
Team
Insights
What Are Your Customer Service Challenges?
Most organisations know their customer service has room for improvement. The question is knowing where to focus.
Team
Insights
How ContactSuite Can Help You Build Sales Conversion Rates
ContactSuite's scripting and real-time guidance tools are designed to help outbound agents have better conversations and convert more opportunities.
Team
Insights
Making a Case for the Living Wage
Why Telnet supports the living wage movement — and why we believe paying well is good for business, not just...
Team
Insights
Key Ingredients Keeping Our Lights On and Phones Ringing
Business continuity in a contact centre is more than having a DR plan — here are the operational ingredients that...
Team
Insights
If Knowledge Is Power, Have You Harnessed Yours?
Most organisations have far more knowledge about their customers than they use effectively. Here's how to turn data into competitive...
Team
Insights
SMS Is Dead. Long Live SMS.
Reports of SMS's death in customer communications are greatly exaggerated. Here's why SMS remains one of the most effective customer...
Team
Insights
A Day in the Life of a Homeworker
What does a typical day look like for a Telnet agent working from home? We asked one of our homeworkers...
Team
Insights
Please Have Your API Call Our API
The era of seamless system integration is here. What it means for contact centre operations and client relationships.
Team