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Posted Thu 26 April 2007 @ 9:02 p.m. by Sarah

Contact centres get a bad rap in Europe, with the public’s attitude summed up by the advert on the side of a London bus for an insurance product which guaranteed ‘No Clucking Call Centres’. Negative press is just one of the many subjects under discussion at the inaugural Contact Centre Global Forum, which Paul Goode from Datacraft in New Zealand is attending with a group of local managers. Prior to the conference the group visited the Leeds City Council. They were then supposed to check out an...

Categories: International

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Benchmarkers to be ranked

Posted Mon 23 April 2007 @ 11:59 a.m. by Sarah

Information on benchmarking services is one of the most popular requests that TUANZ receives. So the contact centre committee decided it was time we benchmarked the benchmarkers.We’ve assembled a list of seven companies based in New Zealand and Australia that offer benchmarking services locally. If any companies have been left off the list, then let me know. The companies are currently listed in alphabetical order but after the membership survey that’s bound to change. This is because they will...

Categories: Benchmarking

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Leeds City Council, UK

Posted Mon 23 April 2007 @ 8:53 a.m. by Sarah

Datacraft’s Paul Goode is taking a group of New Zealand managers to the Contact Centre Global Forum in France. On their way to Cannes they are calling in at centres in the UK and Europe. In the following post Goode describes their visit to the Leeds City Council, located in the north of England. I am writing this on the train to Scotland, having spent a couple of nights in Leeds. Our visit to the Leeds City Council Contact centre was very successful. Whilst not even remotely in the same...

Categories: International | Profile

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Global correspondent

Posted Fri 20 April 2007 @ 9:42 a.m. by Sarah

The inaugural Contact Centre Global Forum is due to kick of in Cannes next week. Mouthpiece’s correspondent at the event is Datacraft CIS business solutions consultant Paul Goode, who is taking a group of New Zealand managers. Here’s his first installment in what will be an ongoing account of his travels: We left NZ at ‘stupid o’clock’ on Monday morning, three from Wellington and one from Auckland. The plan was to meet in Sydney and then travel the rest of the way together via LA, Washington and...

Categories: International

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Prepare to be YouTubed

Posted Fri 20 April 2007 @ 9:35 a.m. by Sarah

A disgruntled caller could one day take revenge by posting their contact centre encounter on popular Web 2.0 sites such as YouTube. It’s a scenario that companies will need to prepare for with the advent of IPTV-based customer interaction. Alcatel-Lucent representative Matt Bostwick outlined the commercial benefits of IP-enabled video conferencing during the TUANZ After 5s presentation yesterday evening. Among the uses he discussed for IPTV was the opportunity for clients to initiate a video conference...

Categories: Technology | Vendors

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Flu shots

Posted Tue 17 April 2007 @ 12:30 p.m. by Sarah

Winter is on its way and with it the prospect of the contact centre being hit with high rates of sick leave as agents succumb to an outbreak of the flu. Which is why many companies recognise the benefits of providing annual flu vaccinations.Amway regional contact centre manager Gay Reed-Barrance says the company offers free flu shots for all CSRs, believing it good management practice to look after staff and to guard against absenteeism. “There’s nothing worse than having 30 – 50 per cent of staff...

Categories: Lifestyle | Recruitment and HR

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111 contact centre

Posted Thu 12 April 2007 @ 3:33 p.m. by Sarah

The $40 million spent recently on improving the police’s emergency contact centre operation certainly didn’t go on the décor, that’s if the Northern comms centre is any indication. Located in a nondescript building in central Auckland, hot desking is essential when there isn’t enough space for agents to have permanent work stations.I visited the centre recently and spoke to acting team leader Terry Mar, who says he’s looking forward to a promised renovation in July and he’s even heard a rumour that...

Categories: Profile

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Is 67 Minutes an Acceptable Wait?

Posted Mon 9 April 2007 @ 8:18 p.m. by Ernie

Easter Saturday morning I enjoyed a live on-line chat with iconic Wellington talkback host Garry Ward. I talk to him about matters telecommunicatory a couple of times a year.After the usual chitchat Garry told me - and his listeners - that the previous week he had occasion to phone his telecommunications company and was kept waiting for the call centre to answer for 67 minutes. You got it - more than an hour!Garry named the company on air. I'm not about to here because I honestly believe it could...

Categories: Benchmarking | International | Technology

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Contact Centre Topics now online

Posted Wed 4 April 2007 @ 9:04 a.m. by Sarah

Looking to upgrade to an IVR? Wondering what to do about a difficult staff member? Thinking about renovating the office? For an indepth look at issues that are of direct relevance to the contact centre profession check out the online Topics archive.Articles from the past seven issues of Contact Centre Topics have been posted under subject headings for ease of use.

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Streamlined approach

Posted Tue 3 April 2007 @ 12:49 p.m. by Sarah

The crisp, clean interior of Telnet’s new office in Auckland is a physical representation of how the company operates. With four major clients augmented by a series of short term campaigns, the contact centre’s interior promotes a sleek and seamless approach to business. Clear white walls are punctuated by the colourful banners of companies who have outsourced both inbound and outbound services to Telnet. The 150-seat centre is divided into sections relating to each client. At one end of the room...

Categories: Profile

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