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Why New Zealand Call Centres Don’t Use Call Recording?

The reasons why New Zealanders don’t commonly use voice recording are pretty straight forward. However, there are many technology platforms, which the rest-of-the-world use to their benefit, which NZ businesses can’t even start to entertain.  Is it all to do with our size and scalability?  Maybe so. Laurie Smith, Director of CRM Consulting, spends a …

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How to Save Money and have Happier Staff and Customers for FREE

In today’s economic climate most of us are trying to keep our operational costs to a minimum, while trying to balance adequate service levels.  Normally, when you cut costs there is a trade off with the level of service that you can offer.  However, in call centres or customer service teams, there is something that …

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