8 results for tag: knowledge


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 ...

Just one in five customers get through to a business the first time they call

By Sam Heggie - Collins,  HEGGIE-COLLINS Contact Centre News™ Editor-in-Chief. Contact Centre NEWS™ is a market information website for the UK contact centre industry. The site aims to become the leading distributor of customer contact related news and press releases. PRESS RELEASE: When they last called a company, just 22% of people said their call was answered the first time they rang, meaning a significant number of customers could be slipping through the net. That’s according to research released today by 8×8, the leading provider of global Enterprise Communications as a Service (ECaaS). More than a third (35%) of those who ...

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 ...

Introduction to injixo/The Call Center School’s eLearning Library

Nowadays contact centre training is commonly being completed through eLearning or web seminar more than in classroom training sessions.  Each has its strengths and weaknesses, and so it is best to be thoroughly familiar with what is available and when you would choose each format.  The training services provided by Great Outcomes can be delivered in all three formats so we are completely neutral on the subject.  We want to do what is best for you, and what you most want!   Great Outcomes invites you on a complimentary 60 minute virtual tour of The Call Center School’s eLearning Library. Sound interesting?  TCCS has an extensive ...

‘Ask the Expert’ monthly webinars

Great Outcomes has launched new 'Ask the Expert' sessions. Every month, Neeraj Mehta and Giles Potter will host a live webinar that covers any topic from workforce management and optimisation, quality monitoring and assurance. Our ‘Ask the Expert’ webinars offer convenient access to expert advice and information. Participants will benefit from having their specific questions answered by our experts, hearing the questions that others in the field have, and learning from real life examples. Questions may be submitted in advance when you register, or by emailing [email protected]  or may also be asked live during the webina...

Enabling staff to engage through a Community platform

How do you value your Helpdesk or contact centre staff’s time? Asking service representatives to handle the simplest to the most complex issues is costly because there are many more simple interactions than complex ones. Finding an alternative to agent-assisted interactions on every occasion is ...