Here’s something you don’t hear everyday: ANZ says increased call wait times will improve customer satisfaction. Earlier this month it was widely reported that ANZ Bank was changing the focus of its contact centre metrics from simple call answer time to first...
I was recently amused (and a little mystified) to read this article in the Guardian, written by futurologist Nicola Millard, discussing her prediction of a new type of business model: the coffice. For those luddites amongst you: that’s when someone works in a...