Kiwis are spending more and more time stuck on hold. 

For the third year in a row, ServiceNow’s Annual Customer Experience Report has seen phone wait times worsen.  

Last year, it’s estimated Kiwis spent 24 million hours on hold – approximately 9.7 hours per person.  

ServiceNow NZ Country Manager Kate Tulp told Mike Hosking the best space in 2024 was the transport space, while financial services and government lines have room for improvement.  

She says they’re seeing more customers choosing to engage with a digital method over a phone call when they’re available.  

LISTEN ABOVE 

Kiwis are spending more and more time stuck on hold.&nbsp;
For the third year in a row, ServiceNow’s Annual Customer Experience Report has seen phone wait times worsen. &nbsp;
Last year, it’s estimated Kiwis spent 24 million hours on hold – approximately 9.7 hours per person. &nbsp;
ServiceNow NZ Country Manager Kate Tulp told Mike Hosking the best space in 2024 was the transport space, while financial services and government lines have room for improvement. &nbsp;
She says they’re seeing more customers choosing to engage with a digital method over a phone call when they’re available. &nbsp;
LISTEN ABOVE&nbsp;

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Open your mind to the world with New Zealand’s number one breakfast radio show. Without question, as New Zealand’s number one talk host, Mike Hosking sets the day’s agenda. The sharpest voice and mind in the business, Mike drives strong opinion, delivers the best talent, and always leaves you wanting more. The Mike Hosking Breakfast always cuts through and delivers the best daily on Newstalk ZB.

Open your mind to the world with New Zealand’s number one breakfast radio show.

Without question, as New Zealand’s number one talk host, Mike Hosking sets the day’s agenda.

The sharpest voice and mind in the business, Mike drives strong opinion,...

The Mike Hosking Breakfast

Kate Tulp: ServiceNow NZ Country Manager on the phone wait times increasing

https://api.omny.fm/orgs/7784f840-c291-422a-924b-ad9000bbad71/clips/e5912280-dfa9-4d25-b4f9-b296014e547f/transcript

"We've answered every question": Hipkins defends decision not to front Covid Inquiry 

Labour leader Chris Hipkins says he's already answered the Covid Inquiry Commissioner's questions, negating any need for him to appear publicly. 

Hipkins and former Ministers Dame Jacinda Ardern, Grant Robertson, and Ayesha Verrall declined open hearings, leading the second part of the inquiry to be called off. 

Hipkins says lawyers raised several issues around them appearing, including setting a precedent and possible abuse.

He told Mike Hosking he doesn't see the point in repeating the process.  

Hipkins says the Commissioners themselves have said former ministers have answered every single question put to them and they are seeking no further information. 

LISTEN ABOVE 

<h2>"We've answered every question": Hipkins defends decision not to front Covid Inquiry&nbsp;</h2>
Labour leader Chris Hipkins says he's already answered the Covid Inquiry Commissioner's questions, negating any need for him to appear publicly.&nbsp;
Hipkins and former Ministers Dame Jacinda Ardern, Grant Robertson, and Ayesha Verrall declined open hearings, leading the second part of the inquiry to be called off.&nbsp;
Hipkins says lawyers raised several issues around them appearing, including setting a precedent and possible abuse.
He told Mike Hosking he doesn't see the point in repeating the process. &nbsp;
Hipkins says the Commissioners themselves have said former ministers have answered every single question put to them and they are seeking no further information.&nbsp;
LISTEN ABOVE&nbsp;

Best of 2025: Chris Hipkins defends decision not to front Covid Inquiry on the Mike Hosking Breakfast

https://api.omny.fm/orgs/7784f840-c291-422a-924b-ad9000bbad71/clips/7b358163-18d7-4d8c-9d95-b3d00141761d/transcript

Hasn’t working from home become funny? 

Seek have produced a thing called Money Matters, and they look at work-life balance. 

Actually, hasn’t that become a thing as well – work-life balance. I can't place it exactly, but it seems like a Covid thing. The world changed and so did we. 

Working hard is now so last year, or so last decade. We all long for work-life balance with a good sprinkling of mental health days. 

But working from home is a scam because according to Money Matters if you got a pay rise you would go back to the office quick as you like. 

So is it about work-life balance or is it about money? 

Everything is about money. We just like to pretend it isn't. You feel more virtuous if you pretend it isn't about money. 

But Money Matters spills the truth. Working from home is easier, we save on the commute, you claim you are more productive, blah blah blah. "Hey, how about 20% more?" Then you're out of there. 

We would work more hours for more money, we would take on an increased workload for more money, and we would commute further for more money. 

There isn't much we wouldn't do for more money. 

The work from home thing, by the way, is funny because before Covid there was virtually no such thing. The idea that you could invent a thing and then having invented it, because we were all locked down anyway, turn it into a permanent thing that could only be broken by a pay rise is the ultimate in farce. It's an insight into how quickly a habit can form if it suits you. 

Anyway, the only other thing that can make us blow up our precious work-life balance is more time off. 

But it still doesn’t beat money. 

It's why lotto is popular I guess – money solves everything. 

Do we value work-life balance? My word we do. 

But do we value it more than money? Don’t make me laugh. 

Hasn’t working from home become funny?&nbsp;
Seek have produced a thing called Money Matters, and they look at work-life balance.&nbsp;
Actually, hasn’t that become a thing as well – work-life balance. I can't place it exactly, but it seems like a Covid thing. The world changed and so did we.&nbsp;
Working hard is now so last year, or so last decade. We all long for work-life balance with a good sprinkling of mental health days.&nbsp;
But working from home is a scam because according to Money Matters if you got a pay rise you would go back to the office quick as you like.&nbsp;
So is it about work-life balance or is it about money?&nbsp;
Everything is about money. We just like to pretend it isn't. You feel more virtuous if you pretend it isn't about money.&nbsp;
But Money Matters spills the truth. Working from home is easier, we save on the commute, you claim you are more productive, blah blah blah. "Hey, how about 20% more?" Then you're out of there.&nbsp;
We would work more hours for more money, we would take on an increased workload for more money, and we would commute further for more money.&nbsp;
There isn't much we wouldn't do for more money.&nbsp;
The work from home thing, by the way, is funny because before Covid there was virtually no such thing. The idea that you could invent a thing and then having invented it, because we were all locked down anyway, turn it into a permanent thing that could only be broken by a pay rise is the ultimate in farce. It's an insight into how quickly a habit can form if it suits you.&nbsp;
Anyway, the only other thing that can make us blow up our precious work-life balance is more time off.&nbsp;
But it still doesn’t beat money.&nbsp;
It's why lotto is popular I guess – money solves everything.&nbsp;
Do we value work-life balance? My word we do.&nbsp;
But do we value it more than money? Don’t make me laugh.&nbsp;

Best of 2025: Mike's Minute - Here's the truth on working from home

https://api.omny.fm/orgs/7784f840-c291-422a-924b-ad9000bbad71/clips/e3b16421-c084-4d91-8f63-b3ce01419e05/transcript

Kate Hawkesby and Tim Wilson joined Mike Hosking once again to Wrap the Week that was. 

On today’s agenda was the gender pay gap, the Tom Phillips situation, and Kate finally got her chance to call out Mike’s behaviour from the week. 

LISTEN ABOVE 

Kate Hawkesby and Tim Wilson joined Mike Hosking once again to Wrap the Week that was.&nbsp;
On today’s agenda was the gender pay gap, the Tom Phillips situation, and Kate finally got her chance to call out Mike’s behaviour from the week.&nbsp;
LISTEN ABOVE&nbsp;

Best of 2025: Kate calls out Mike during Wrapping the Week on the Mike Hosking Breakfast

https://api.omny.fm/orgs/7784f840-c291-422a-924b-ad9000bbad71/clips/818ffc6b-a731-4f23-8a71-b3cd014180c7/transcript

Kate Tulp: ServiceNow NZ Country Manager on the phone wait times increasing

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