The recent Contact Centre Survey 2012 forges the topics of the forthcoming webinar series by the Contact Centre Institute of New Zealand (CCiNZ) in partnership with Amtel Communications.
In the survey, respondents indicated that the area of greatest significance for NZ contact centres is improving customer satisfaction, this area is the largest primary objective and most significant challenge for the year ahead. Interestingly just 33 per cent of contact centres currently support Social Media, with 74 per cent of the remaining expecting to introduce Social Media into the contact centre within the next 24 months.
Based on the survey results a selection of topics have been highlighted for the webinar series and will include: First Contact Resolution; Customer loyalty; Social Media in the Contact Centre; Business Process Automation and Knowledge Management.
“It is exciting to bring the CCiNZ & Amtel webinar series to our members through our partnership with Amtel Communications” said Kathryn Starr, Chairman of the CCiNZ, “Webinars are an ideal way for Contact Centre Managers to stay in touch with best practice and gain valuable insight into real contact centre issues.”
The first webinar on First Contact Resolution will be on Thursday 10 May at 11am. Visit www.ccinz.org.nz to register.
The Contact Centre Survey 2012 was conducted in February 2012 by CCiNZ and Amtel Communications. It targeted contact centre managers across New Zealand. The survey included a combination of multiple choice, open format and closed format questions. The results of the survey will drive the topics of the forthcoming NZ based webinar series, run by CCiNZ and Amtel.
Amtel Communications is the New Zealand supplier of the Interactive Intelligence All-in-One Business Communications Solutions. Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of unified IP business communications solutions, which can be deployed on-premise or via a cloud-based communications-as-a-service (CaaS) model. The company’s contact centre automation, unified communications, and business process automation software and services are used by more than 4,500 organisations worldwide.
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