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. Read how to plan for success, and the vital components of any successful project.  Click to read more. Click to read more.

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Challenges of Outsourcing

Outsourcing in one form or another has been with us since the beginning of the industrial era. The question to be answered by business leaders however is how to find those pieces within the organisation that can be 'broken out', to deliver not just cost savings but to enable internal resource to better focus on core business functions.  Click to read more.

Global Speech Networks Hosted Contact Centre whitepaper

Companies aiming to grow into major players face a classic investment dilemma. It is essential to put in place the resources you need to support the type and size of operation you plan to become. The answers to this dilemma lie in hosted applications. Click to read more.

Maximising Employee Performance whitepaper

Although many organisations are committed to the principle of employee performance management they’re often ill-equipped to measure and monitor progress. Without the tools to measure, analyse and reward employee performance, managers may be making the wrong decisions. Click to read more.

Optimising People Performance through Technology

Technology is not often seen as a solution to agent attrition. However implementation of the right technology can make the difference between agents who leave and agents who stay. Click to read more.

GSN Performance Management Suite

Your call centre produces a large range of data every day. Do you know how to make sense of the information? GSN’s Performance Management suite helps you understand your data and measure call centre performance against your business goals. Click to read more.

Self-service; not just cost cutting

Customers know how they want to interact and self-service plays a fundamental part in this. New channels of communication are no longer just for early technology adopters, and finding the right ones to leverage can be the key to differentiating yourself with your competitors. Click to read more.

The Path to Successful Technology

Implementation Finding the right technology at the right time, and managing to implement it successfully is a key challenge for any organisation. This case study examines how one organization researched, planned and implemented a technology solution that not only solved an internal infrastructure problem, but added value to their brand and gave customers a better experience. Click to read more.

GSN Kronos Workforce Management Vocaliser

Do you have a large casual workforce requiring remote access to rosters, schedules, company info and time clocks? Vocaliser provides the power of your workforce management systems with the convenience and universal accessibility of the telephone. Click to read more.

Contact Centres: Evolution

CRN Australia, 1 April 2008

To meet customer demand and compete with other businesses, call centres have undergone a shift in function from the provision of basic product support to delivering more holistic customer care. Click to read more.

Gen-i virtualises the call centre

ARN, 25 January 2008

Integrator forms partnership with hosted call centre provider, Global Speech Networks. Click to read more.

Global Speech to tap booming hosted call centre market

Exchange, 25 January 2008

With the market for hosted call centre services tipped to grow 53 percent this year, one of the first providers of these services in Australia, Global Speech Networks, says it is well-placed to exploit this expanding market. Click to read more.

Quality over quantity the differentiator for call centres

Communications Day, 24 January 2008

Call centres are looking beyond conventional metrics in measuring performance, according to hosted solutions company Global Speech Networks. Click to read more.

Hosted contact centres to rise

Australian IT, 31 October 2007

The hosted contact centre industry in Australia is undergoing a massive boom that shows no signs of easing over the next two years, according to research firm Frost & Sullivan. Click to read more.

Niche market warms to the Software as a Service concept

The Australian Financial Review, 26 September 2007

With high expenditures and complicated IT systems, many enterprises are turning to an alternative solution, writes Helen Meredith. Click to read more.