2011 May

  • Web channels outperforming phone channels

    I read some interesting research on callcentres.net that highlights the growth in non voice channels. We at Telnet are certainly strong advocates for the use of multi channels to improve customer experience and hold costs, particularly the use of SMS email, and web. As highlighted in the research, quick query resolution is the most important […]

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  • From Ireland to New Zealand – Interview Roy O’Hara

    1. What brought you to NZ? A big plane! When I was twenty-three I moved to and lived in Canada for a while. I went back to Ireland for a job, but always said that I would go travelling again before I settled down. I knew that if I had to travel I would have […]

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