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 […]
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 contact centre industry, we are exposed to a large variation of CRM software on a regular basis for everything from data entry to handling calls, emails chats, social media etc. Each CRM has its strengths and weaknesses but one common trend they all seem to share is a high level of complexity for […]
I am very happy to announce that Telnet have now completed the migration of its all its voice queues to the market-leading Amazon Connect cloud contact centre platform. The existing integration with ContactSuite, Telnet’s own cloud based CRM and call management system, allowed the migration process to be quick and efficient, with all phone queues […]
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
