6 results for tag: forecasting

Fast Forward with Jody Paddy at Vocus

In this first episode of Fast Forward, Giles Potter of Great Outcomes meets with Jody Paddy, Head of Contact Centre at Vocus New Zealand. Watch as Jody outlines the fast technology transformation bringing two years planned changes into a rapid rollout.

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.    

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 ...

Great Outcomes will be @CCiNZ 2016 Conference – Friday 19/8

Join us at the hub of innovation, best practices and approaches for Contact Centres!

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...

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 ...