13 results for tag: contact centre staff


Great Outcomes presents 8×8 Global Cloud Communications, the second time around!

We are pleased to have hosted a breakfast event presenting 8×8 Global Cloud Communications again in Auckland and for the first time in Wellington. We kicked off in Auckland with a delightful breakfast and introduction from Giles Potter, Director of Great Outcomes. We then proceeded to a presentation from Paula Gill, Regional Channel Manager of 8×8 Australia and New Zealand. 8x8's Senior Sales Engineer, Jamaal Savwoir joined us via Virtual Meeting to discuss 8x8 Virtual Contact Centre in Auckland, and Dinesh Bedi, 8x8 Regional Sales Engineer, who presented in Wellington.  Thanks to all our guests who attended the breakfasts. Auckland ...

Scholarship Winners attain Mastery level in WFM 1-2-3

At our WFM 1-2-3 course in February, there was a high level of achievement for the course. The two Great Outcomes WFM Scholarship 2017 winners both attended the course and both achieved Mastery level passing with grades above 80%.     Pictured is Giles Potter, Director of Great Outcomes presenting Scholarship winner Sofia Zajkowski with her Mastery certificate in WFM 1-2-3.  Sofia is a Quality Lead at Concentrix where she has worked since 2015.  Also shown is Bridget Hewitt-Cartwright, Site Delivery Manager at Concentrix, Auckland.    

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 ...

Great Outcomes hosts 8×8 Global Cloud Communications

Great Outcomes was proud to host  a breakfast to launch 8x8 Global Cloud Communications here in New Zealand.  We're pleased to have had Paula Gill, Regional Channel Manager of 8x8, Australia and New Zealand, together with Jamaal Savwoir, Senior Sales Engineer of 8x8, who gave insightful presentations about what makes 8x8 stand out—and why 8x8 is a must-shortlist global cloud communications platform for every business.  Giles Potter welcoming the guests Paula Gill introduces 8x8 Jamaal Savwoir presented 8x8 Virtual Contact Center 8x8 has been ranked as a Leader in Gartner's 2016 Magic Quadrant for Unified Communications as a Service ...

injixo Community

Join injixo Community is a free service for all injixo users that provides the opportunity to get in touch with your peers and expand your professional network. Accessible using any type of device, injixo Community is actively monitored and moderated by our Workforce Management experts. Always Accessible If you have business-related questions or just want to share your thoughts, hints and tips with other call center professionals, injixo Community is available 24/7 to help you get the most from injixo - and do your job efficiently and effectively. Questions Feel free to search the large and expanding knowle...

injixo Act

Stay Ahead of the Game injixo includes powerful tools for monitoring and managing Key Performance Indicators (KPIs). It gives call center planners and managers an always up-to-date overview of the state of play. Users can continuously monitor all relevant metrics, then proactively take corrective action to prevent over- or under-staffing situations. Easy Monitoring Easily monitor all key variables that affect service level, abandonment rate and ASA (Average Speed of Answer), including AHT (Average Handle Times), offered contact volumes and staffing levels. injixo enables quick, easy and informed intraday management. Immedia...

injixo Schedule

One-Stop Scheduling injixo WFM provides demand-oriented, optimized schedules that consider all relevant scheduling constraints. Multi-skill pooling efficiencies are achieved in a single step and in a fraction of the time required by other systems. Optimization injixo WFM automates your entire staff scheduling process from start to finish. With powerful, automatic optimization capabilities that produce optimal schedules under controlled conditions, injixo WFM quickly finds the solution that best matches supply and demand - consistently minimizing under- and over-staffing. Compliance injixo WFM ensures that all scheduling ...

injixo Forecast

Data Processing and Forecasting injixo Forecast is a fully automated, always-up-to-date data processing and forecasting engine that handles phone calls, social media and other business drivers. Designed specifically to enable demand-oriented staff planning, it provides continually updated forecasts with minimal user interaction. Time Saving injixo Forecast enables you to always have the best available forecast values for your business drivers like inbound calls or chat sessions - automatically. It allows planners to spend less time on the labor-intensive, tedious and repetitive aspects of forecasting, freeing them up to spend more time thinking ...

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...

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...