Debbie has been part of the First Contact team since 2002. As the System Administrator, she is responsible for all of our technology, including telephony, internet and all computers and servers.
Debbie has worked for industry leading telecommunications companies in both New Zealand and Australia. She has a strong background in technical support, system administration and staff management.
Debbie was also involved in developing and implementing the technical aspects of the Painted Apple Moth Campaign, Asian Gypsy Moth and more recently the Canterbury Earthquake.
Are you closing up over the holiday period? Changing hours? Running on skeleton staff? Do you need changes made to how we normally answer your calls? Maybe you're not a current customer, but are looking for someone to manage your calls while you take a well-deserved break?
Whatever your requirements are, First Contact can help!
Each business is different. What works for one, might not work for another. There's so many horror stories about call centres; excessive hold times, agents not understanding customers needs or not answering calls at all! How do you decide that a call centre is the right option for your business?
What are the different contact centre metrics that can be used, and how do you establish which are most important for your organisation?
Performance measurements in contact centres will vary from business to business; there’s no right or wrong way to measure performance. There isn’t a fixed set of metrics through which to evaluate a centre. One size doesn’t fit all.