TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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Posted Thu 11 December 2008 @ 3:36 p.m. by Megan

Do I dare to blog about this? How much time does a Contact Centre lose daily, weekly to the internet addiction? Am I over reacting? Has anyone done at research on this? I believe there is reason to be concerned. I bet every centre at one time or another have performance managed a staff member due to high internet use. I am always amazed to watch staff that are on the internet and on a phone call at the same time and they actually believe they can talk to the beloved customers and simultaneously...

Categories: Lifestyle | Technology

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A new way to audit your Centre?

Posted Thu 4 December 2008 @ 4:37 p.m. by Megan

Curiosity got the better of me this week, and I had to find out what this new contact centre audit tool was all about. New Zealand based business Customer Services Audit are promoting their new Snapshotz software that is specifically design for contact centres.How do you benchmark your Contact Centre and/or perform a full audit on all areas? From my perspective, I had barriers that were time, effort and price. Enter Snapshotz, what can it do? Does this software cover all areas of...

Categories: Benchmarking | Profile | Technology | Vendors

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