As we enter a new era of AI and are starting to see more and more uses of this technology across more industries than ever before it becomes more crucial than ever for Contact Centres to be aware of and utilising tools that make use of this emerging technology. With this in mind, today we […]
Outsourcing to a contact centre can be an intimidating idea for many businesses and it comes with a lot of stereotypes that are frankly outdated. Having worked in a mix of both in-house and outsourced contact centres for over 20 years, I have extensive experience in both realms and have seen both the upsides and […]
As parts of New Zealand begin the recovery and cleanup process after the havoc of Cyclone Gabrielle our thoughts are with those that have been effected by its devastation. Sadly, this impact extends to some of our own staff who were caught I the path of the floods and violent winds. We are now seeing […]
With 18 years at Telnet working from a frontline agent up to client services, I have been exposed to many iterations of ContactSuite, which is our primary CRM and omnichannel management tool. I still recall a time where this software was used to manage calls only, but even at that stage I could see the […]
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 […]
