9 results for tag: experience


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 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 ...

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 ...

8×8 Announces Next Generation Global Channel Program, New Partners. Great Outcomes announced as 8×8 partner.

Great Outcomes’ offers industry leading cloud communications services for contact centres through partnership with 8x8. Today's announcement opens new opportunities to assist our clients deliver a higher quality customer experience in all channels. Read the full release: http://investors.8x8.com/releasedetail.cfm?ReleaseID=999205

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, the study found that while many have taken up VoC programmes, most (77%) ...

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 ...

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 undertake. The building of your capability in each of the steps will lead to you ...