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Great start to events programme
Posted Fri 30 March 2007 @ 4:23 p.m. by Sarah Putt
A core group of hardy souls braved the wind and rain to attend the TUANZ contact centre event at the Bluestone Room in central Auckland yesterday evening.
Sheffield consultants Janet Sullivan and Julia Stones offered some insights into how contact centre managers could make the transition to senior management. Judging from... >> more
Categories: Events | Leadership
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ISP to encourage self service
Posted Tue 27 March 2007 @ 1:42 p.m. by Sarah Putt
Is successful customer service delivery about reducing the amount of calls into a contact centre? Ihug’s GM for customer care Russell Stephens thinks it might be. He’s looking to the replicate the Vodafone experience of driving customers to web and text based information sources and therefore reducing the number of calls the... >> more
Categories: International | Profile
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Global contact centre benchmarking report
Posted Mon 26 March 2007 @ 8:42 a.m. by Sarah Putt
Customer satisfaction in contact centres is falling globally, according to a report to be released at the Contact Centre Global Forum (CCGF) in France next month.
A ‘sneak preview’ was offered in the CCGF's final newsletter which was sent to all partners, including TUANZ. It showed that the biggest drop in customer... >> more
Categories: Benchmarking | International