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Archive for the Contact Centre Category

Up-selling Cross-selling success

Up-selling Cross-selling success

Case Study – Up-selling/Cross-selling on Steroids In 6 months we helped our Client increase sales by 11% – after 12 months it was 17% using Digital Transformation to deliver up-selling/cross-selling insights to Sales staff. The focus was understanding what Customers wanted and making sure the booking/sales teams

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Press “1” if you know why you’re calling or “2” if you don’t

Press “1” if you know why you’re calling or “2” if you don’t

IVR Pain … As a business person I’m always making calls for unknown reasons? No seriously, I know why I’m calling and want help. Designing an IVR structure is not rocket science but there is an art to it. Good leads to a good customer experience we

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2 Degrees Contact Centre

Outstanding growth and the objective of providing outstanding service lead to a need to refresh  their Contact Centre technology platform. Our brief was to capture business/operational needs and use an RFP to select a new technology platform/partner. Specific Goals: Innovation that differentiates 2Degrees approach to service Increase customer satisfaction

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