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Posted Mon 28 July 2008 @ 1:15 p.m. by Ernie

Hyperconnectivity! Its a wonderful word and sums up beautifully the presentation being given at the TUANZ Contact Centre lunches this week.In one of the most thought provoking and engaging presentations for some time, Darren Leffler of Nortel in Australia told the audience at our bulging Christchurch venue today about the impact of Web 2.0 on the contact centre. The new way Generation Y customer interact in Web 2.0 is a historic inflexion point, he said.Leffler - a Gen X who got an iPod for his 40th...

Categories: Events | International | Technology | Vendors

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Outsourcing and TV3

Posted Fri 25 July 2008 @ 5:33 a.m. by Sarah

Did anyone happen to catch the Campbell Live piece about outsourcing on TV3? It was prompted by a review of the KiwiShare in which the government suggests that certain core services such as the 123 service remain in New Zealand based contact centres. Outsourcing is a contentious topic, and when it focused on the local scene, the article drew some interesting responses. EPMU secretary Andrew Little discussed the impact of losing contact centre jobs in Hamilton and Palmerston North and TUANZ Chief...

Categories: International | Profile

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Do not call list - United Future wants legislation

Posted Wed 16 July 2008 @ 4:54 a.m. by Ernie

As the election approaches and parties look around for differentiating issues, United Future has called for outbound telemarketing to be legislated through a national "do not call" list. This is despite the voluntary list that has been run for several years now by the Marketing Association.While there is no doubt telemarketers can sometimes be persistent and annoying, the issue in New Zealand has reached nothing like the scale of countries such as the USA where some consumers had reported receiving...

Categories: International | Lifestyle | Technology

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Contact centre lunches – what’s happening?

Posted Wed 9 July 2008 @ 5:12 p.m. by Ernie

Something great is happening to the TUANZ contact centre lunch programme! After a year in the doldrums the numbers have really bounced back over these last few months. In June we had an unexpected surge to 230 people across the 3 centres with a great presentation from UCMS. (In fact, in Auckland our numbers caught the venue on the hop and the delay getting fed was such that they sent all our attendees a voucher for a free drink to say “sorry.”) But I’m surprised and delighted to see that we’re repeating...

Categories: Events

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TUANZ lifting the bar on contact centre activities for 2008/2009

Posted Wed 9 July 2008 @ 4:57 p.m. by Ernie

Bernice Archer, TUANZ Key Relationships Manager, reports as follows: “Following a decision in May by the TUANZ Board to allocate more resources to serving the needs of contact centres, A dynamic and buzzing TUANZ Contact Centre Committee convened a few days ago for a Strategic Planning Session for 2008 through to 2010. Committee Chair Megan Lacy (Livestock Improvement Corp), committee members Anne Withington (TelstraClear), Paul Eastwood (Coca Cola Amatil), Giles Potter (Great Outcomes),...

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