2degrees faces customer service baptism of fire, struggling with unexpected call surge but seizing the chance to bond with users.
Yellow has shifted its 018 directory assistance service from Palmerston North to Manila, driven by declining call volumes and cost efficiencies.
Businesses pivot to strategic collaborations, promising access to new markets and customers, in a transformative shift from traditional alliances.
Controversial stance on offshoring by Wallace at CCiNZ stirs debate, claiming it is time NZ embraces the economic benefits and moves past protectionism.
Dive into the thrilling world of contact centre management as industry pros share their journey and advice for navigating this complex, dynamic sector.
Contact centre managers in New Zealand are turning to automation to reduce costs and improve customer service.
Many companies are struggling to adapt their business to serve a new wave of consumers from the millennial generation.
Firms adapt IT budgets amidst recession, betting on tech like Unified Communications to propel efficiency without hefty initial costs.
Few vendors come back from the double whammy of disastrous lack of innovation and a period of channel disenfranchisement.
