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Telemarketers the least trusted profession in NZ – Readers Digest

Posted Wed 25 June 2008 @ 4:45 p.m. by Sarah

The Readers Digest has released its annual most trusted list and it’s not great news for you folk in outbound sales. Out of 40 professions, telemarketers came out rock bottom at 40th – below sex workers, politicians and real estate agents.The reason? “‘They don’t appear to have the best interests of people at heart,’ says Hall (a business consultant and author of The Truth About Trust), who cites their pushiness and need to reach targets as the key impediment to trust. We suggest they change their...

Categories: Benchmarking | Profile

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We're all in sales now

Posted Mon 23 June 2008 @ 5:26 p.m. by Sarah

I’m on the plane returning from a jam-packed Contact Centre Lunch in Christchurch. Any three of the speakers chosen by host Nick Egerton from UCMS could have held the room for 40 minutes, but together under the title ‘The Importance of Customer Interaction’ they presented a comprehensive session on this broad topic.Chris Price from Permission (specialists in online marketing) talked about how to turn website leads into paying customers. That is, the casual user who is looking for a product or service...

Categories: Events | Recruitment and HR | Technology | Vendors

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Monitoring agents on the web – but where’s the trust?

Posted Tue 17 June 2008 @ 10:52 a.m. by Sarah

Staff abusing their web privileges and wasting time on sites like Trademe and Facebook is a problem that plagues many contact centres. There is plenty of software out there that will monitor individual workstations, and I often get press releases emailed to me from companies advertising their solutions. But the one I received today for a product called Spector 360, gave me pause. Here’s their advertising pitch: With Spector 360 you will find out: Which agents are off-task instead of doing their...

Categories: Leadership | Recruitment and HR | Technology | Vendors

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Contact Centre – industry or profession?

Posted Fri 13 June 2008 @ 7:56 a.m. by Sarah

“New Zealand contact centres are dynamic, productive and exciting, and very well regarded in the global customer service and sales community.” That statement is on the back of the cover of the DVD 'NZ Contact Centre Industry Profile', and you will find no argument to that claim in this blog. But, I do have a query about the title of the DVD – in particular the use of the word ‘industry’. Can we really describe contact centres in this way? Isn’t an industry about a product or service – for example,...

Categories: International | Profile

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Speech analytics – is this the next big thing?

Posted Thu 5 June 2008 @ 8:39 a.m. by Sarah

It appears the tech boffins are at it again – they’ve come up with a software tool that will electronically analyse what customers say, text and blog about a company. According to an article in this month’s CIO magazine, text analytics technology is able to group and categorize customer comments and then electronically produce an easy-to-read report that will pin point for senior management exactly where customer dissatisfaction lies. The article features a case study about a hotel chain in America....

Categories: International | Technology

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