View Post I have become intrigued at the number of substantial organisations in New Zealand in recent times that have allowed their contact centre response times to blow out to unacceptable levels. It is not uncommon today to be waiting in a queue to speak to someone from reputable companies and some government agencies for […]
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.
How Lotto managed a move to 100% online in under 24 hours It’s not news to anyone that COVID-19 has changed the way New Zealand does business. Even when retail stores open again, customer behaviour is unlikely to return to pre-lockdown times for a while. Online shopping is likely to remain a much larger part […]
Article in Stuff 10 May 2020 https://www.stuff.co.nz/business/121340288/coroanvirus-call-centre-business-telnet-stronger-more-efficient-after-covid19-experience
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
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 […]
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 […]
