Blog


2015 Voice of the Customer NZ study launched

Great Outcomes Director, Giles Potter recently announced the launch of Great Outcomes' 2015 Voice of the Customer NZ study. Potter said; "Customer feedback management can make a significant contribution to business performance through customer engagement. We're excited to launch this study that will provide valuable input for the Voice of the Customer management community in New Zealand, and will promote the very best practices that have been proven to directly impact productivity for New Zealand organisations."

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Forecasting Practices – Initial steps

Developing good forecasting practices for your workforce needs starts with understanding the steps in the process and building your capability. Those experienced in forecasting can quickly create a forecast for future weeks and incorporate this work into their regular work activities, however these practices need to be mastered individually by learning each step. You'll never optimise your staffing if you aren't forecasting your workload and staff requirements, so here's an outline to help you get started, broken down to a level that you shouldn't find complex to ...

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Enabling staff to engage through a Community platform

How do you value your Helpdesk or contact centre staff’s time? Asking service representatives to handle the simplest to the most complex issues is costly because there are many more simple interactions than complex ones. Finding an alternative to agent-assisted interactions on every occasion is ...

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Amway New Zealand signs injixo Workforce Management solution

24 April 2015, Auckland. Amway New Zealand's Regional Contact Centre has chosen injixo the cloud-based global Workforce Management service for its WFM solution. injixo is represented in New Zealand and Australia by Great Outcomes Ltd, and Director Giles Potter said; “injixo’s solution will create significant service and staffing efficiencies for Amway New Zealand, increasing productivity in the entire Regional Contact Centre operation”. Simon Bennett, Senior Manager of Amway New Zealand said; “As Amway’s business has become more complex with multi-chan...

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Fixing Call Peaks and Abandonment

Low service levels at peak times is costly for everyone, and doesn't have to be taken for granted.  Finding approaches for raising call answer rates, reducing abandonment, and reducing staff stress is possible. Great Outcomes recently worked with Housing NZ Corporation to reduce call peaks, and here's what Julia Wootton, National Manager Contact Centres said about working with us:  "I am really happy with the quality of the analysis you provided. My confidence is a reflection of the level of effort you put into understanding our business so that your recommendations ...

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Call Resolution Rates

A popular topic with Contact Centre Managers is First Call Resolution, yet many say they are not sure how to measure it or how to gain lasting improvements. Rather than attempting to estimate your resolution rate by complicated deduction methods such as the number of retries from the same customer per day, it is better to go directly to the customer and ask them; "Has your enquiry been fully resolved today?" Establishing a post-call survey is less difficult than you think.  You don't need to engage another team in your organisation. Why allow your Marketing or Commun...

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