People who ignore history’s lessons often make the same old mistakes, and right now, some New Zealand businesses appear to be making this very error. They appear determined once again to test contact centre credo that a New Zealander responding to New Zealand queries is always going to deliver a better response. With the significant […]
The call centre industry is on the brink of a major transformation. With the advent of new technologies like virtual assistants, artificial intelligence (AI) and self-service web chat, businesses are starting to explore new ways to interact with their customers. This shift is being driven by the need to improve customer experience and reduce costs. […]
The idea of incorporating the gig economy into call centres is one I have long been interested in given its growing success in other industries. Up until now I can find a number of articles discussing the idea but few where there was a working model that has seen widespread use which begs the question; […]
