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Why you need to enter the TUANZ Contact Centre Awards – and fast

Posted Thu 28 February 2008 @ 10:10 a.m. by Sarah

There are just days left before entries to the TUANZ Contact Centre Awards close at 5pm on Monday March 3. These prestigious awards are the only ones in the country in which each entrant is carefully evaluated on a written submission and - if they make it to the second round - a two-hour visit to their contact centre.Which is quite an exercise. Not only do we ask our judges (experienced contact centre professionals) to read, discuss and argue over every written submission. We then fly them...

Categories: Events | Leadership | Profile | Recruitment and HR

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Great start to 2008 CC Networking Events

Posted Tue 26 February 2008 @ 8:46 a.m. by Sarah

The TUANZ events programme had an excellent start to 2008 with a series of Contact Centre lunches hosted by UCMS in Christchurch, Wellington, Hamilton and Auckland last week.A sizable number of contact centre professionals turned out hear Nick Egerton (UCMS), Catrina Duff (Air New Zealand) and Giles Potter (Great Outcomes). TUANZ members can view their presentations here. Here's a selection of photographs taken at the Auckland luncheon that was attended by 120 contact centre professionals:See...

Categories: Events | Recruitment and HR

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Offshoring of contact centres can be two-way

Posted Sun 24 February 2008 @ 12:09 p.m. by Ernie

Two different stories about offshoring of contact centres hit my inbox this morning, and I happened to read one immediately after the other.First, the DomPost reports that Telecom is investigating replacing jobs in its Hamilton contact centre with outsourced roles in the Philippines. Second, finding outsourcing to Canada is becoming less attractive as the Canadian currency strengthens against the US, so some US businesses that outsourced their contact centres to Canada a few years...

Categories: Benchmarking | Events | Lifestyle | Recruitment and HR

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E-govt – 6 days to answer an email!

Posted Mon 18 February 2008 @ 2:32 p.m. by Sarah

I've just received a press release from Otago University about research conducted by Associate Professor Robin Gauld from the Department of Preventive and Social Medicine. Apparently his team of researchers has been studying e-government responsiveness – a flash way of saying that they’ve worked out how long it takes to get a reply from a government agency when you send them an email. Professor Gauld says the team emailed 273 government agencies in New Zealand Australia. The message asked...

Categories: Benchmarking | Technology

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Judges tips for 2008 TUANZ Contact Centre Awards

Posted Fri 15 February 2008 @ 6:49 a.m. by Sarah

Entries for the TUANZ Contact Centre Awards are now open and can be accessed on our website. This year, the entry criteria has been completely revamped by a panel of three of our most experienced judges* in order to ensure they reflect best practice in the contact centre profession in 2008. Filling out the online entry forms is the first, very crucial stage. If you can effectively express your achievements in writing, you will make it into the second round. Once you are in the finals, the...

Categories: Benchmarking | Events | Leadership | Recruitment and HR | Technology

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Conference programme at the printer

Posted Wed 13 February 2008 @ 9:30 p.m. by Sarah

Well the TUANZ Contact Centre Conference and Awards 2008 Programme is off to the printers and it's 8 pages long. No wonder I haven’t had any time to write Mouthpiece blogs! It feels like a novel (with plenty of interesting characters I assure you!). TUANZ members should receive the programme in the mail early next week. You all know about our keynote – Kare Anderson – and the theme is Leadership and we’ll be having site visits and well, I think that’s all I’m willing to divulge. Today at any rate....

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Sorry

Posted Sat 2 February 2008 @ 3:57 p.m. by Ernie

I had a frustrating experience with a contact centre over the break, which caused me to reflect.For twelve years I've been the captive customer of a loose leaf diary system. It's not cheap but it fills my needs for a quality system suited to my extreme multi-task lifestyle.Before Christmas I emailed through an order for my 2008 loose leaf pages. It was filled efficiently as always. The pages arrived next day at the office and without opening the pack I took them home.After Christmas I opened...

Categories: Events | Leadership | Lifestyle

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How much should you pay for 'On Hold' music?

Posted Fri 1 February 2008 @ 8:18 a.m. by Sarah

We've had an enquiry from a large contact centre wanting to know what fees they should pay for playing music on their PABX systems to customers when they are on hold. They had thought they were coverd by purchasing an annual license to APRA via the organisation On Hold Marketing. Now another organisation - Phonographic Performances NZ - has approached the contact centre and demanded they too are paid a fee or they'll take legal action. Is this a problem facing...

Categories: Technology | Vendors

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