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Time-in-motion Study

July 01, 2017
by Richard
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Driving business decisions using root cause data
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INFOMart Reporting

January 12, 2015
by Lisa Casagranda
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Leveraging Your Management Reporting
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Insurance Channel Strategy

June 17, 2013
by Richard
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Keeping pace with customers contact preferences is an opportunity to improve the cost base, as well as necessary to stay relevant to your customers.
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Extracting Voice Biometrics Potential

May 05, 2013
by Richard
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Opportunities to leverage the largest biometrics deployment in Australasia.
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Contact Centre Capabilities

February 01, 2013
by Hamish
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Setting out the CX capabilities of the future contact centre
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Transformation Program

June 07, 2012
by Hamish
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How do you design and deliver multiple projects and achieve the level of business adoption to ensure success?
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Service Transformation

March 14, 2012
by Hamish
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We've been fortunate to be engaged on a number of customer service transformation programs...
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Step 1: Operational Model

November 15, 2011
by Hayley
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To ensure the investment is leveraged, any contact centre technology deployment should start with alignment to the operating model.
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Technology Review

May 25, 2011
by Hamish
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Decisions on technology or commercial constructs should follow a clear and concise understanding of the business needs and roadmap.
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Contact centre effectiveness

April 07, 2011
by Richard
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As a trusted advisor we've been able to consistently drive efficiency improvements into the Energy Centre.
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