4 results for tag: service
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 ...
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 ...
Call Resolution Rates
A popular topic with Contact Centre Managers is First Call Resolution, yet many say they are not sure how to measure it or how to gain lasting improvements.
Rather than attempting to estimate your resolution rate by complicated deduction methods such as the number of retries from the same customer per day, it is better to go directly to the customer and ask them; "Has your enquiry been fully resolved today?"
Establishing a post-call survey is less difficult than you think. You don't need to engage another team in your organisation. Why allow your Marketing or Communications team to run customer surveys when your team own the customer experience ...
