Ahna Webb Purcell

  • How scripting can go wrong

    Scripts are an easy and common way to remember everything and to ensure that the right process is being followed.   But what are the issues that arise when creating and using scripts?   They’re too long When a Sales person calls or when you call to complain about something, you can tell when something is […]

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  • What can ruin the Customer Experience?

    It doesn’t take much to ruin a great experience. Let’s look at a few things that can take a good experience and turn it into a bad one.   Saying you can’t help When you’re in a department store and so desperately need help, or when you’ve been on hold for what seems like a […]

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  • When we celebrated White Sunday

    Being in a country that is so culturally diverse, it goes without saying that our ‘Telnet family’ is a very blended one. Being aware that White Sunday is something so widely celebrated within New Zealand, we are also aware that there are so many people who have no idea what it is.   We thought […]

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  • How has Customer Service changed?

    Is Customer Service what it used to be? If you go back a few years, you’ll see that Customer Service was very different because of what was available at the time, what the emphasis was put on and the resources that were available at the time (eg. AI).     Let’s start with going over what […]

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  • 2017 CX so far

    What we’ve noticed with Customer Experience in 2017, so far.   It’s becoming increasingly important Some would argue that it’s more important than beating price, products or anything else that you would compete with. People are willing to pay more and travel more – for a better experience.   An increase in assistance Chatbots and AI […]

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  • Inbound Vs. Outbound

    Let’s say that you don’t know anything about what happens in a contact centre. You may read our blogs where you see ‘Inbound’ and ‘Outbound’ used so often and have no idea what these terms even mean. Let’s look at what these terms are and what they mean.   An Inbound Contact Centre This means that calls […]

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  • How to handle growing business

    Is your business growing at an incredible pace? If you have a contact centre, you may be experiencing increased call volumes. But if you don’t have one, you may want to consider getting one (or maybe even outsourcing one). How do you handle the pressure of a growing business, increased call volumes and the increase […]

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  • Why you should consider Outsourcing

    Outsourcing is when there is an area of your business being run by another business. You can outsource anything, an example could be IT support, Social Media, your Contact Centre, anything! So why would you do it? Here are 5 reasons why.   Reduce your costs Outsourcing will save your business money by no staff […]

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  • CX Management and why it should matter to you

    Customer Experience Management   What is it? Let’s break it down. Customer Experience is the experience or feeling that customers get when they have an interaction with your business. Why does it matter? This is where Customer Experience Management plays a role in your business. The needs and wants of your customers will always be […]

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  • Customer Experience Innovation

    Customer Experience Innovation   For this to work, you need the whole staff count to be on board. You need everyone to be wanting the same goal – Innovation that will increase the customer experience.   Even if your staff are not in an office, they can be a part of the Customer Experience Movement. […]

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