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“This time it’s different”: Contact Centre Manager of the Year Winner

Posted Tue 29 April 2008 @ 4:00 p.m. by Sarah

It was another night to remember for the Contact Centre profession at the 2008 TUANZ Awards on Thursday. Around 630 filled the banqueting room to hear MC Dominic Bowden announce this year’s top professionals. All the winners were enthusiastic in their acceptance speeches, all the crowd gracious in their support. Dominic mingled with some show biz pals in the room – Comedian’s Irene Pink (winner of Contact Centre Manager of the Year under 25 seats) and Mike King. The small army of SkyCity staff...

Categories: Events | Leadership | Profile | Recruitment and HR

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Boxes, buses and corporate tables

Posted Thu 17 April 2008 @ 10:08 p.m. by Sarah

We closed registrations for the Awards this morning because we had to get the numbers through to SkyCity. Because we offer menu options, we have to tell them a week out from the event – but the room was pretty much at capacity anyway. Still some people haven’t quite got the message about cut-off dates. I took this photo of Leah just as I was leaving the office tonight. She was on the phone frantically trying to see if she could get 14 more people a table for the Awards – never mind that a table...

Categories: Events | Vendors

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Dear diary...

Posted Wed 16 April 2008 @ 9:53 p.m. by Sarah

OK, so the prizes for the networking and exhibitor competitions are in, the speakers presentations are mostly here, we’ve confirmed the meeting with the Awards MC for next week, our keynote has emailed to say she’s excited about coming over, the committee are all …. Yes, yes, less than a week to go before kick-off and heaps of stuff still to do, but mostly we’re just really excited about the Conference and the Awards. Fielding questions and making sure all our delegates are well informed about...

Categories: Events | International | Leadership

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The cheques are on their way – delivering great customer service

Posted Thu 10 April 2008 @ 5:18 p.m. by Sarah

Customer service is simple. A dollop of product knowledge, a dash of niceness and a sprinkling of common sense and you have the tried and true recipe for customer service delivery. Simple right? Actually no, it’s not. I’d even go so far to say it’s the opposite of simple. Good customer service is complex because human beings are complex. Every time a customer phones a contact centre to ask about a product or service, the agent who answers must not only deal with the enquiry, they must contend...

Categories: International | Recruitment and HR

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Telecom to continue outsourcing

Posted Thu 10 April 2008 @ 5:15 p.m. by Sarah

Telecom has signaled to investors that it intends to continue with outsourcing its contact centres. In an article on stuff.co.nz, chief executive Paul Reynolds is reported to have announced that the company plans to push its policy of outsourcing. Is this good news for the contact centre profession? I guess it depends on whether the business is moved to an outsourced centre in NZ or Manila. Of course telcos aren’t averse to outsourcing offshore, with Vodafone’s highly publicized move to Egypt provoking...

Categories: Events | International | Recruitment and HR

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You can leave your suitcase

Posted Thu 3 April 2008 @ 9:19 a.m. by Sarah

Registrations for the Contact Centre Conference and Awards are rolling in but this year we’ve had a bit of feedback about the fact the Awards ceremony is the day before Anzac Day. Some of you, especially those from out of town, are a little concerned about having to travel the next day. One manager told me he had an 8am flight the next day, and while that hadn’t stopped him booking a corporate table for the Awards (good man!); he was wondering a little about how he’d cope. So I rather cavalierly...

Categories: Events | International

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