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The Importance of Customer Feedback in Contact Centres

Around 40% of Contact Centres in New Zealand don’t have a viable system for receiving customer feedback. Contact Centre Recruitment Specialist, Clare Lawrence, explores the importance of customer feedback in Contact Centres and how it can be used to improve service, here.

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How to Improve Employee Engagement in Contact Centres

After launching our second Benchmarking Whitepaper, it got us thinking about employee engagement in Contact Centres. Chandler Macleod’s Louise Cunningham discusses some fresh ideas to address the issue, and why it needs to be driven from the top, here.

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Why Benchmarking Is Important

Chandler Macleod recently partnered with CCiNZ to produce a benchmark report for phone-based roles across New Zealand. This year, we listened to feedback and included more New Zealand-specific benchmarks, uncovering a number of key trends and challenges. Chandler Macleod’s Rebecca O’Hagan discusses why benchmarking is so important here.

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Tenure and Technology take Centre Stage – CCiNZ Benchmarking Report

Chandler Macleod partnered with CCiNZ to produce a benchmark report for phone-based roles across New Zealand in 2017. See how times are changing with our latest 2018 whitepaper. Chandler Macleod Group General Manager, Greg McAllister, shares some of our key findings here.

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Promoting Autonomy in the Workplace

While maintaining control is always going to play an important role in management, balancing it with giving your staff autonomy is becoming increasingly important in today’s organisations. So, how can you increase employee autonomy in your workplace? Chandler Macleod’s Jo McCulloch discusses it, here.

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