News
8×8 Positioned as a Leader in the Gartner Magic Quadrant for UCaaS, Worldwide for 5th Consecutive Year
8x8, Inc., the leading provider of global Enterprise Communications as a Service (ECaaS), today announced that the company has been recognized by Gartner as a Leader in the August 23, 2016 "Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide for the fifth consecutive year. This is validation for 8x8's momentum in the mid-market and enterprise segment; the reach of its global network, delivery and deployment capabilities; and the high quality, reliability and security of its global cloud communications solutions.
According to Gartner, "The UCaaS ...
Great Outcomes will be @CCiNZ 2016 Conference – Friday 19/8
Join us at the hub of innovation, best practices and approaches for Contact Centres!
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 continu...
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, ...
How Do I Control Absenteeism in My Contact Centre?
 By Maggie Klenke. Maggie Klenke was a cofounder of The Call Center School and is now an independent consultant. Maggie has visited New Zealand to deliver training, and spoke to Great Outcomes clients at a luncheon. Maggie has great affection for NZ and owns a ranch in Tennessee as well as being a call centre guru! It seems that nearly every contact centre struggles to control absenteeism. No matter how accurate the planning is, when more people are missing than expected, the service suffers. Addressing this problem takes many forms and some solutions will work better ...
2015 Voice of the Customer NZ Research Presentation
Great Outcomes is excited to present the 2015 Voice of the Customer New Zealand Study. This research study explores Voice of the Customer (VoC) management practices and organisational experience in New Zealand today. The study outlines the practices and experiences of organisations across New Zealand relating to the collection, management and use of customer feedback and survey data and offers empirically driven insights and recommendations for the management and use of customer survey data.
Last November - December 2015 organisations in New Zealand were invited ...
Tauranga ripe for call centre market
Tauranga is well-placed to attract a share of the growing call centre market, says industry expert Giles Potter, who visited the Bay of Plenty last Friday to brief Priority One on the sector's potential.
Priority One business relocations manager Max Mason said attracting call centre businesses from within and outside New Zealand was a key focus of Priority One's strategy this year.
"Tauranga and the Western Bay of Plenty have a huge amount of potential for many reasons," said Mr Potter.
He noted that the industry was focused in Auckland, but was growing and ...
‘Ask the Expert’ monthly webinars
Great Outcomes has launched new 'Ask the Expert' sessions. Every month, Neeraj Mehta and Giles Potter will host a live webinar that covers any topic from workforce management and optimisation, quality monitoring and assurance.
Our ‘Ask the Expert’ webinars offer convenient access to expert advice and information. Participants will benefit from having their specific questions answered by our experts, hearing the questions that others in the field have, and learning from real life examples.
Questions may be submitted in advance when you register, or by emailing ...
Westbourne IT expands operations in Auckland
Westbourne, an IT solutions provider based in Ireland, opened its Asia-Pacific office in Auckland in September 2014 with eight staff and quickly grew the number to 20. By June 2015, Westbourne leased additional office space to accommodate up to 24 more staff, as new clients came on-board.
Westbourne, founded in 1994, provides a full range of IT services – from advising and improving a company’s network and systems, and re-selling hardware and software, through to data storage and professional services. Much of the staff’s time in Auckland is focused on a major ...
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."