For a long time contact centres have been known to have very high staff turn overs with most having a turnover rate of 30-45 percent with some seeing a turnover rate higher than 100 each year! A common cause for this is due to Contact Centres not prioritising the frontline, ensuring they have the right […]
When deciding whether to partner with a Call Center or a BPO provider, it’s important to consider your business needs and the types of services that you require. It can be a little daunting at first to navigate all the terms specific to the outsourcing industry and narrow down what sort of company is the […]
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contact centre can be an intimidating idea for many businesses and it comes with a lot of stereotypes that are frankly outdated.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 […]
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 […]
Sometimes it feels Telnet is a victim of our own success: we make it so easy for our callers to get stuff done over the phone instead of using the Online or App tools our clients provide that these tools are under-utilised. Customer interactions by phone or email are more expensive for our clients than […]
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 […]
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
