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  • IT and CC talking past each other

    Getting an intelligible reply out of the IT department can be a challenging experience for many Contact Centre managers. And it’s not because they don’t have the knowledge, but rather that they provide way too much information.TelstraClear applications consultant Paul de Haan offered the following anecdote, which is bound to... >> more

    Categories: Technology | Vendors

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  • Legislate for flexible working hours?

    The Department of Labour is in the process of compiling a report to Parliament’s Transport and Industrial Relations Committee around the issue of making flexible working hours a requirement for employers. Public submissions on a discussion paper released late last year have now closed. The results of this consultation will form... >> more

    Categories: Lifestyle | Recruitment and HR

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  • Au Revoir, Gagau

    Ernie Newman

    One of the best known - and longest - names in New Zealand contact centres has hung up her headset. Gagau Annandale Stone, Contact Centre Manager at the ANZ, is leaving after 29 years with the Bank.Gagau has had close links with TUANZ. In 2005 she led her team to win the TUANZ Contact Centre of the Year Award in the 50 seats... >> more

    Categories: Leadership | Lifestyle | Profile

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