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Networking, we need to continue doing it

Posted Wed 27 August 2008 @ 8:55 a.m. by Megan

Now that I’m on board with TUANZ, I have been sitting down, working through the Resource Library that has been created so far and wondering, how do I continue to make the library grow into a great resource available to Contact Centre Manager and Team Leaders. Continue ‘Networking’ is one way. This makes me ask, ‘why’ are some people so good at networking and some people prefer to be in the back row of a conference or luncheon hoping not to be seen. Ok, I stick my hand up and say, I...

Categories: Events | Leadership

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Auckland After 5's

Posted Tue 19 August 2008 @ 2:18 p.m. by Megan

I had the pleasure of attending the Agile After 5’s which happened to be a breakfast this morning in Auckland. 200 people came along to the event and we heard from Steve Shaw. One part of the presentation caught my attention. It was around the skills we are looking for in the Contact Centre space, in dealing with text and having the nous to reply to business emails. No real surprises there, but I believe that our Generation Y workforce are learning these basic communication skills at school anyway...

Categories: Events

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Introducing Megan

Posted Tue 19 August 2008 @ 12:10 p.m. by Sarah

Great news! Megan Lacy has just signed on as the TUANZ Contact Centre Section Editor. In addition to editing the section, she will be finding and writing new content and contributing to Mouthpiece. Many of you will know Megan as she is a stalwart of the profession in New Zealand. Her last role was as the Contact Centre Manager for LIC, and she served as Chair of the TUANZ Contact Centre Committee. One of the really exciting features that Megan will be adding to the section is Talk Time with TUANZ....

Categories: Leadership | Profile

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Vodafone adopts First Call Resolution as its primary metric

Posted Mon 11 August 2008 @ 3:32 p.m. by Sarah

Had an interesting conversation with Vodafone’s external relations manager Paul Brislen the other day about the metrics the company uses in its contact centre. Apparently they’ve just changed from Average Handling Time to First Call Resolution, which in typical Vodafone fashion has been rebranded as Right First Time. I immediately spotted a topic for a Mouthpiece blog post and emailed Paul straight away with my questions (in italics below). He spoke to Sarah Howells, Vodafone’s new GM of Service,...

Categories: Benchmarking | Profile | Recruitment and HR

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