Industry thinking from New Zealand's contact centre experts
New Zealanders collectively spent over 22 million hours on hold with contact centers in 2023. Some contact centres maintained average...
Over the past decade, many New Zealand companies defaulted to offshore contact centres for cost savings. That trend is reversing...
When ex-tropical cyclone Tam struck New Zealand, it caused widespread power outages. Here's how Telnet's Tulip AI handled the surge....
New Zealand businesses are reconsidering offshore contact centre operations due to rising local labour costs. Are we about to repeat...
Contact centre staff turnover of 30–45% annually is often treated as inevitable. It isn't. Here's how investing in frontline staff...
Amazon Connect Contact Lens brings real-time transcription, sentiment analysis, and automated quality assurance to the contact centre. Here's what it...
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