TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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Posted Thu 25 September 2008 @ 4:59 p.m. by Megan

I used to believe that people who talked about getting Work-Life Balance were searching for something that they will never find. That they were people who were always busy, always stressed and always making excuses. They worked long hours for perceived little reward but they had a buzz word that made it all better as they were striving for this balance. I now stand corrected that Work-Life balance is much more than that. We are each accountable to ourselves firstly. By that I mean not...

Categories: Leadership | Lifestyle | Recruitment and HR

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Learnings from the ICMI Conference

Posted Mon 22 September 2008 @ 3:58 p.m. by Sarah

On her way back from Phoenix, TUANZ Key Relationships Manager Bernice Archer has found time to reflect on the ICMI Annual Call Center Exhibition and Knowledge Exchange Conference. Here are her findings: The ICMI Annual Call Center Exhibition and Knowledge Exchange Conference was held over a few days in Phoenix Arizona last week. I was fortunate enough to attend and witness some very informative sessions. The theme throughout the conference leaned towards work relationships, and...

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Garry Jones is new Contact Centre Committee chairman; more committee members sought

Posted Thu 18 September 2008 @ 2:01 p.m. by Ernie

TUANZ Board Chairman Chris O'Connell has confirmed Garry Jones as the new Chair of the TUANZ Contact Centre Committee, effective immediately. The position became vacant following the resignation of Megan Lacy, who moved on from her job at LIC and is now a part time contributor to this Blog.Garry has been on the Committee for three years and is a practicing Contact Centre Manager, with responsibility for iinet's 90-seat facility. He was previously contact centre manager for Ihug, then a subsidiary...

Categories: Events | International | Leadership | Lifestyle | Profile

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TUANZ in Phoenix

Posted Wed 17 September 2008 @ 3:22 p.m. by Sarah

Bernice Archer, our Key Relationship Manager is in Phoenix this week on a fact-finding mission for next year's TUANZ Contact Centre Conference. She's promised to keep us up to date, so here's her first installment:I’m in Phoenix, Arizona, at the ICMI/ACCE Annual Call Centre Exhibition and Conference, experiencing 40 degree heat, with no fridge, food, or beverages provided in my not so cheap hotel room in the city. The closest convenience store is 1 MILE away (they have not yet discovered the...

Categories: Events | International | Leadership

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Workforce Management, do you want to know more

Posted Wed 17 September 2008 @ 11:58 a.m. by Megan

Do you want to know more about Workforce Management and Solutions. The difference between Skills based routing vs Skills based scheduling. How to handle multimedia work and how ACD and Workforce systems interact with each other. Giles Potter from Great Outcomes has found a great website that answers these questions, plus alot more. We have added this to our Resource Library under Workforce Management go here>

Categories: Benchmarking | Leadership

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Why cant they start work on time?

Posted Wed 17 September 2008 @ 11:02 a.m. by Megan

I've had a couple of enquiries recently around what can Managers do, to get staff, to start work on time. This is a ‘hair pulling out’ issue for Workforce Planners and Managers and is in my Top 10 frustrations as a Centre Manager. To this day I still don’t understand why some staff members can’t get to work on time. I can and 99% of the Centre staff get to work on time, so I need help to understand what the problem is and why? Of course I’m talking about the serial offenders here; they are...

Categories: Leadership

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Need to keep up with Legislation?

Posted Wed 10 September 2008 @ 11:01 a.m. by Megan

Do you need to keep up to date with legislation in the workplace, then check out our new Legislation page in our Resource Library, we have links regarding Health and Safety, Employment Relation, Harassment and Bullying and the new Flexible Working Arrangement Act. If you want a particular legislation added in our Resource Library, email megan@tuanz.org.nz

Categories: Leadership | Lifestyle | Recruitment and HR

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Call Centre or Contact Centre, does it matter?

Posted Wed 10 September 2008 @ 10:30 a.m. by Megan

This is an old debate that is always hanging around in the back ground and it caught my attention again as I was researching on the web last week. Do we work in Contact Centre's or a Call Centre's? I have always said that I work in Contact Centre, to me it describes the environment, people contact us and we solve their issues, or we contact people to solve their issues. There are different ways the customer can contact us, text, email, and fax to name a couple, so Contact Centre...

Categories: Events | Lifestyle

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Walk it off

Posted Wed 3 September 2008 @ 1:48 p.m. by Megan

Did anyone see the 20/20 program last Thursday; they presented a workplace that had set up treadmills and staff using them as their normal desks? Of course it started with a study that found people working in an office environment, weren’t physically active during the day. And that food was making for a happy work environment, yes that sounds like my kind of work place. So what they did was enter an office and got a few staff to volunteer to use these walking desks, I thought they...

Categories: Leadership | Lifestyle

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