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 […]
Prioritising the Frontline, a Benefit not a Cost
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 […]
Contact Centre Tech Spotlight: Amazon Connect-Contact Lens
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 […]
What’s right for your business, Call Center or BPO (Business Process Outsourcing)?
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 […]
Can outsourcing to a contact centre drive business growth?
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contact centre can be an intimidating idea for many businesses and it comes with a lot of stereotypes that are frankly outdated.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 […]
Amazon Connect Shaping the Future of Telnet
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 […]
The surprisingly neglected feature of the modern CRM
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 […]
Please have your API call our API
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 […]