Telnet Network News

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IQ Services Provides Virtual Evaluation of Contact Centers

A contact center often functions as the the face of a business, so it should provide customer service solutions that support and defend the company’s advertised brand promise. Call center evaluation solutions help companies assess and monitor the performance of call center technologies and ensure that they deliver seamless customer service, enhancing customer retention and the overall return on investment (ROI). IQ Services, a company that provides virtual evaluation services for contact centers...
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Do Your Contingency Plans Work?

Think about it - If a key system component or an entire site fails, your contingency plans have to work. Period! You can be sure they do work. And don’t you owe it to yourself to be confident? If your Disaster Recovery plan fails, your entire solution may completely malfunction, drop all current calls, shut down incoming calls & transactions across all your touchpoints, and paralyze customer contact altogether. Think of the impact on you & your company - upset customers, lost revenue, ul...
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Three habits of highly effective leaders!

Ottawa Regional Contact Centre Association Thursday September 27, 2012 - Nepean Sailing Club Nancy Morris, a specialist in business psychology, behavior change and microlearning "Leadership" comes from within, but if new leaders are without, they will be lost. Contact Centre Team Leads/ Supervisors usually start out as agents themselves.  This can create empathy, understanding, camaraderie and more.  However, a new leader's transition (whether that is a team lead, a supervisor or even ...
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IQ Services Introduces VC101

Meet Virtual Customer 101™ A process that measures your technology-focused Customer Experience. Continuing their innovative approach to communications and contact center evaluation, IQ Services introduces VC101™. VC101 deploys a Virtual Customer™ to test and evaluate contact center technology based upon one’s desired Customer Service Experience performance. To implement the Virtual Customer we initially meet with the client’s internal team to understand initial guidelines for the development of ...
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A Better Way to Test the Functionality of Your IVR Application

If you have deployed or are about to deploy a hosted or premise-based IVR application, you understand how much time and money go into the design of a really effective application. It must offer easy to use self-service functionality to customers or users with a wide range of expectations, requirements and experiences with your company and its communications processes. The design must balance the need to make opting out to an agent simple while still making it easy and desirable for customers to ...
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How to Build Strong Teams with Four Generations in the Cubicle Workplace

          Thursday March 29, 2012 – Nepean Sailing ClubSusan Haywood, Human Resource Blueprints Believe it.  Different generations think and work in different ways.  And today, there are four generations in the workplace.  Now add that to the cubicle setting in a contact centre and you could have the perfect recipe for complete disaster! Join us March 29th and learn how your organization can forge a strong and cohesive team across all of these generations. What policies and practi...
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So, What is the Customer Perspective of your Contact Centre

Enterprise contact centers are becoming extremely complex, using technology from multiple vendors to meet specific customer requirements. Today, clients are using new media types such as smart phones and tablets to reach out so you need to explore new technologies such as cloud services to consolidate and improve your delivery. Why Test the Customer Quality of Experience? When you change or deploy new technology you need to understand the caller’s perspective, from the greeting through to the ag...
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Breakthrough Work Force Management Results

UPCOMING EVENT Ottawa Regional Contact Centre Association Bring your workforce management team and join us on January 26, 2012 for an informative series of sessions on leading edge strategies for modern call centres.  Whether you manage a small call centre looking for a cost effective way to get into WFM or a very large call center network seeking to achieve breakthrough WFM ROI, these sessions will be of great interest. Speakers will address the top concerns over classic obstacles to ...
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