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You gotta get them to like you
Posted Fri 28 September 2007 @ 9:08 a.m. by Sarah Putt
Often in writing about contact centres I pause to think how measured everything is. There are percentage targets for every type of interaction – first call resolution, abandonment rates, the seconds it takes to answer calls; the list goes on and on. So it’s quite refreshing when you hear a speaker say that the most important... >> more
Categories: Events | Leadership
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Government researches good service delivery
Posted Fri 28 September 2007 @ 8:58 a.m. by Sarah Putt
The State Services Commission is taking an active role in researching and promoting customer service expectations in the Government’s contact centres. Earlier this year it commissioned a Colmar Brunton survey into service delivery - the report, entitled ‘Satisfaction and Trust in the State Services’, showed the perception of... >> more
Categories: Benchmarking | Leadership
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Calm Professionalism at Massey Contact Centre
Posted Tue 18 September 2007 @ 7:45 a.m. by Ernie Newman
Sometimes you walk into a work environment and get an instant sense that all is well and it's functioning like a well-oiled machine. That was my impression a few days ago when I visited the contact centre at Massey University on the outskirts of Palmerston North to catch up with Contact centre Manager Tina Hilliam, a well known... >> more
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