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Posted Fri 28 September 2007 @ 9:08 a.m. by Sarah

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 thing of all is to get the customer to like you. At the TUANZ Contact Centre lunch in Auckland yesterday, Michael Stock, BBC contact centre manager and board member of the...

Categories: Events | Leadership

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Government researches good service delivery

Posted Fri 28 September 2007 @ 8:58 a.m. by Sarah

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 the civil service is more negative than the actual service it’s customers receive. According to the study, while 58% of respondents perceive the overall quality of public service...

Categories: Benchmarking | Leadership

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Calm Professionalism at Massey Contact Centre

Posted Tue 18 September 2007 @ 7:45 a.m. by Ernie

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 identity in contact centre circles and a regular at TUANZ events.As the focal point for students from three campuses - Albany, Palmerston Nth and Wellington - to connect with...

Categories: Leadership | Profile | Recruitment and HR | Technology | Vendors

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Outsourcing - a saviour or a threat?

Posted Thu 13 September 2007 @ 4:51 p.m. by Sarah

A question for contact centre managers:With the unemployment rate lower than 5%, is outsourcing a short term saviour or a long term threat? Is the ability to outsource an entire section of your contact centre– for example, outbound sales team, or inbound customer service for a specific product – useful for organisations struggling to fill vacant contact centre seats?Or, could a short-term reliance on outsourced contact centres (especially those located in far flung places such as India) rob...

Categories: International | Recruitment and HR

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Mellow Monday

Posted Sun 2 September 2007 @ 9:14 p.m. by Sarah

With all the flak that contact centre agents at a certain ISP have received lately I thought that they (and the rest of us) might appreciate a tip from one of my favourite reference books – Office Spa by Darrin Zeer. It’s called Meeting Mist. “Let lavender set the mood!” writes Zeer. “The scent of lavender alleviates stress-related symptoms such as headaches, insomnia, anxiety, and fatigue.” Fill a clean spray bottle with 6-8 tablespoons of cool water. Add 2-4 drops of lavender essential oil...

Categories: Lifestyle

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