8 results for tag: Productivity


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 ...

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 ...

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...

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 ...

2015 Voice of the Customer NZ study launched

Great Outcomes Director, Giles Potter recently announced the launch of Great Outcomes' 2015 Voice of the Customer NZ study. Potter said; "Customer feedback management can make a significant contribution to business performance through customer engagement. We're excited to launch this study that will provide valuable input for the Voice of the Customer management community in New Zealand, and will promote the very best practices that have been proven to directly impact productivity for New Zealand organisations."

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 ...

Amway New Zealand signs injixo Workforce Management solution

24 April 2015, Auckland. Amway New Zealand's Regional Contact Centre has chosen injixo the cloud-based global Workforce Management service for its WFM solution. injixo is represented in New Zealand and Australia by Great Outcomes Ltd, and Director Giles Potter said; “injixo’s solution will create significant service and staffing efficiencies for Amway New Zealand, increasing productivity in the entire Regional Contact Centre operation”. Simon Bennett, Senior Manager of Amway New Zealand said; “As Amway’s business has become more complex with multi-channel contacts and an increased need to make operational efficiencies, we required a ...