12 results for tag: data analysis


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 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 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 ...

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 ...