23 results for author: Giles Potter


Measuring Customer Experience: Post-call surveys are great tools

Fifth Quadrant and AusContact have very generously provided Great Outcomes with their latest benchmark results about survey usage in Australian contact centres. 143 contact centres were surveyed and yet a significant proportion do not have a post-call survey in place.  Creating and launching a survey tool is relatively easy.  Great Outcomes Director Giles Potter outlines the many ways you can benefit from having a survey in place to measure Customer Experience. Enter your details to download the whitepaper below.   If you would like a call right away about creating a Post-Call survey fill in your details here for a call back  

Great Outcomes Support Desk – Holiday Period Hours

Great Outcomes Support Desk for all 8x8 and injixo clients will be open the following hours over the New Zealand holiday period: Friday 23 December – last official day before the Summer period. Support Desk is closed from 5.00pm. Sunday 25 December is observed on Tuesday 27th December – Support Desk is closed. Public Holiday. Monday 26 December – Support Desk is closed. Public Holiday. Wednesday 28th, Thursday 29th, Friday 30th –  Support Desk is open as usual: 8:30am - 5:00pm Sunday 1st January: New Years Day is observed on Tuesday 3rd January – Support Desk is closed. Public Holiday. Monday 2nd January: Support Desk is ...

Great Outcomes Limited appointed to New Zealand’s All-of-Government Consultancy Services Panel

Ministry of Business Innovation and Employment selects Great Outcomes Ltd. Great Outcomes Limited; one of New Zealand’s longest established contact centre management consultancies, today announced that they have been appointed by the Ministry of Business Innovation and Employment to the All-of-Government Consultancy Services panel of providers. Great Outcomes has been appointed to provide services in four categories; Change Management, Human Resources, Operations Management and Risk, and Policy, Research and Development. Giles Potter, Director of Great Outcomes Ltd, said in Auckland, “We are extremely pleased to have been appointed to the ...

Auto Europe Saves US$700K a Year With 8×8 UC

8x8's recent customer wins include Auto Europe, an international car rental provider, who has chosen 8x8 to roll out cloud-based unified communications (UC) to manage its global office telephony for 600 users and call centers for 300 seats across the US, Australia, and Germany. NetSuite, a provider of cloud-based ERP and omnichannel commerce software, selected 8x8 to replace its existing legacy communication system for 4,500 employees worldwide. And Regus, a global workplace provider that operates over 2,500 business centers worldwide across 106 countries uses 8x8. In the following article, Auto Europe CIO Dan Petlon talks about why his company ...

8×8 Announces Next Generation Global Channel Program, New Partners. Great Outcomes announced as 8×8 partner.

Great Outcomes’ offers industry leading cloud communications services for contact centres through partnership with 8x8. Today's announcement opens new opportunities to assist our clients deliver a higher quality customer experience in all channels. Read the full release: http://investors.8x8.com/releasedetail.cfm?ReleaseID=999205

Concentrix NZ completes world first – 10 centers certified to COPC OPS Standard

Concentrix delivery centre based in Auckland, New Zealand, has become the country's first organisation to be certified to the COPC Outsource Service Provider (OSP) standard, and the only company in the world to have 10 centres globally that are certified to this standard. Peter Monk, Country General Manager Australia and New Zealand described it as being certified by 'the' standard in the contact centre business and a cause for great celebration. We wholeheartedly agree with him! Well done Concentrix, that's a great achievement. http://www.reseller.co.nz/article/578204/100-new-jobs-hit-nz-synnex-subsidiary-receives-glowing-kiwi-data-centre-re...

Great Outcomes will be @CCiNZ 2016 Conference – Friday 19/8

Join us at the hub of innovation, best practices and approaches for Contact Centres!

Contact Centre Software

8x8 Virtual Contact Centre 8x8 Virtual Contact Centre provides the advanced communication tools you need to enhance the customer experience and deliver world-class customer support and sales. 8x8's solution is completely cloud-based, significantly reducing both your capital and operating expenses.  8x8 Global Cloud Communications Call centre software that transforms customer service Any Media Communicate with customers and manage contacts on all channels: voice, email, chat, and web. Capture all interactions for increased customer satisfaction, greater efficiency and better targeting. Reliability and Security 8x8’s reliability, ...

Surveying Staff and Customers – Ideas on Frequency

It is always good news hearing that a company is about to start a new survey, whether its an internal survey of staff or external with customers. Gathering feedback is the start of the process to positive change and improvement for your business. Even with a one-time survey, you need to think about the timing, and also about the frequency of carrying out surveys whether internal or external. An initial survey will give you a baseline, setting a benchmark that you can judge later results against. To consider the timing of a single survey, versus two per year, or continuous surveying below is some continuous data as an example. This data chart ...

2015 Voice of the Customer NZ results now available

In Wellington Thursday 7 April, Giles Potter, Director of Great Outcomes delivered the 2015 Voice of the Customer New Zealand study results presentation. This research study explores Voice of the Customer (VoC) management practices and organisational experience in New Zealand today. Full of insightful and revealing practices and experiences of organisations across New Zealand relating to the collection, management and use of customer feedback and survey data. The report offers evidence based results about the management and use of customer survey data. For example, the study found that while many have taken up VoC programmes, most (77%) ...