Global Speech Networks
Cloud Contact Centre Solutions
White Papers
The Road to Customer Management Excellence
It is a struggle many organisations face – you’re experiencing rapid growth or moving into the next phase of your business’ life cycle, and attempting to do so in the most effective and successful way.
Download Whitepaper Read MoreSelf-service not just cost cutting
Self-service applications generally fall in to one of three categories. These categories are: 1. Navigational, 2. Partial Self-service, and 3. Specific Process.
Download Whitepaper Read MoreThe Challenges of Outsourcing
Outsourcing in one form or another has been with us since the beginning of the industrial era. The arrival of services such as the rail networks eliminated many internal horse and carriage logistics departments.
Download Whitepaper Read MoreOptimising People Performance through Technology
Technology is not often seen as a solution to agent attrition. In the past, human resource strategy has been based around people and culture, leaving technology to those on the shop floor.
Download Whitepaper Read MoreMeasuring Customer Loyalty in a Contact Centre
In an economy where customer approval is beyond paramount, it’s alarming how many call centres and contact centres still don’t measure satisfaction or loyalty in a practical and actionable way.
Download Whitepaper Read MoreMaximising Employee Performance
Research and experience has consistently shown that as quality approaches perfection and efficiency improvements have picked all the low-hanging fruit, gains in employee performance will provide the next big opportunity for corporate growth.
Download Whitepaper Read MoreHosted Contact Centre Solutions
In this document we look at how you can always ensure you have the IT and Telecommunications resources you need to drive your contact centre operation in the right direction, without ever needing to slow due to CapEx commitments.
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Case Studies
GSN and OCIS
Oceania Customer Interaction Services (OCIS) is an outsourced contact centre business which has experienced amazing growth in the past two years. This growth has presented significant HR challenges for OCIS in an increasingly tight Australian labour market.
Download Case StudyGSN and Smartsalary
With limited ‘shop front’ presence, Smartsalary’s focus on customer service excellence is executed almost entirely through the contact centre channel. Smartsalary understands that excellence in the contact centre requires a diligent focus that brings together great people using efficient processes and the best technology.
Download Case StudyGSN and the Telco
As organisations grow and develop, the adoption of new technology can become a real sticking point. Finding the right technology at the right time is difficult for any organisation, and managing to implement new technologies successfully is a key challenge.
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