9 results for tag: business insight

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 Workforce Management Scholarships 2018

Great Outcomes will be offering two scholarships in 2018 for contact centre employees who would like to further their career through training in workforce management. Each scholarship is valued at $2688 including GST, and will be awarded in early February 2018.  Applications close on 31/1/18.  To apply see details as below. The Great Outcomes WFM scholarships offer two fully funded places on the Great Outcomes WFM 1-2-3 course for people who have shown initiative, enthusiasm, and capability in their contact centre career to date, and would like to enhance their skills through formal training in workforce management.  Applicants must be ...

COPC Inc. Signs Agreement with Great Outcomes Limited

COPC Inc. Expands Services to New Zealand COPC Inc., the world’s leading authority on operations which support the customer experience, today announced that they have signed an agreement with Great Outcomes Limited, one of New Zealand’s longest established specialists in customer service management, to help expand and grow COPC Inc.’s services in New Zealand. Ian Aitchison, CEO of the Asia Pacific Region for COPC Inc. explained, “New Zealand has a well-established contact centre industry, but our research indicates that the level of service being provided by these contact centres to their consumers has stalled in the last few years. We ...

Regus Selects 8×8 Enterprise Cloud Communications for Its Network of Global Business Centers

Worldwide deployment The initial deployment of 8x8’s Enterprise Communications-as-a-Service (ECaaS) solution is planned across the U.S. and Europe. Following the initial deployment, 8x8 will continue to deploy its enterprise communications service to the rapidly growing number of Regus business centers worldwide. Today, Regus operates out of over 2,500 locations across 106 countries and is an LSE listed company which recorded double-digit revenue growth during the first half of the year. Companies like Google, Toshiba and GlaxoSmithKline choose Regus so that they can work flexibly and make their businesses more successful. Innovative communi...

NetSuite Taps 8×8 as Enterprise Cloud Communications Provider for Global Phone Service

8x8 Wins Out Over Multiple Vendors Following an extensive multi-vendor, technical review and proof of concept (POC) process, NetSuite selected 8x8 as its new cloud communications solutions provider and 8x8’s flagship Virtual Office business telephony solution to address its evolving global communications requirements. With more than 4,500 employees worldwide, 8x8 worked with NetSuite to onboard the first 2,400 employees by the end of August across nine locations—delivering a record-breaking six-week deployment in the final seven sites. The initial deployment spans three countries, including large offices in the Philippines. The remaining ...

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 in individual centers than others. Step One - Identify the sources of absentee...

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 to respond to our survey about their expectations, approach and experience with ...

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 confirmed that New Zealand was attracting international call centre business. "Pe...

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."