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  • You gotta get them to like you

    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

    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

    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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