TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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Are you looking for a Supplier or Vendor?

Posted Thu 30 October 2008 @ 6:45 p.m. by Megan

And you don’t know where to start? As a new Contact Centre Manager many years ago, I felt lost at times when I was looking for products and services and finding out what company did what!. Networking luncheons and the TUANZ Contact Centre Conferences were a great place to start. However I wanted a ‘place’ to go to get information when I wanted. TUANZ has identidied this gap and have decided to ensure that TUANZ members can gain access to this information easily and to make contact...

Categories: Events | Leadership | Lifestyle | Profile

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An interview with Sovereign, Contact Centre Award Winners 2008

Posted Thu 30 October 2008 @ 4:13 p.m. by Megan

We have another great interview from our Contact Centre Award Winners 2008. This week we are profiling Sovereign the winners of TUANZ Contact Centre of the Year 26-75 seats. Sharron Botica, Head of Customer Services at Soveriegn, has shared her thoughts on the win and how it has reinforced to the staff that they are valued and what they do, make's a difference. The Sovereign Contact Centre is a 50 seats operation and is located in Takapuna, Auckland. Their hours of operations are...

Categories: Leadership | Lifestyle | Profile

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'Smile'...when you talk to me

Posted Wed 22 October 2008 @ 7:43 p.m. by Megan

We have heard it a hundred times, by trainers everywhere, in their training courses and seminars. Tone is everything over the phone, and you really can tell the difference over the phone when someone is unhappy. Unfortunately, I have been on the end of some very unhappy representatives recently, but I still believe these people are a small minority in our centres. It just makes me very sad and angry at the same time. Every time they get on the phones they are damaging the businesses reputation...

Categories: Leadership | Lifestyle | Profile | Recruitment and HR

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TUANZ Contact Centre Awards Winners 2008, how are they doing now?

Posted Wed 15 October 2008 @ 5:06 p.m. by Megan

It's been over 6 months since the Award Winners were announced at our TUANZ Contact Centre Awards Dinner at Sky City.So we felt it’s time that we checked-in with our winners and see how they are doing and bring you an update from each winner over the coming weeks. We wanted to ensure that we continued to acknowledge the winners and that they are not forgotten as they have been judged as our 'Best of the best' for 2008.In celebration we have created a new 'Award Winners 2008' page in our...

Categories: Leadership | Lifestyle | Profile

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Customer Service, don't stop now.

Posted Wed 8 October 2008 @ 5:01 p.m. by Megan

I think I’m verging on being a nervous and/or difficult customer for the next few months. And I don’t think I’m alone, let me explain why. I have been doing some work with a business, which are going out and hiring outbound calling staff for the next few months. The sole purpose is to: proactively build and/or maintain the customer relationship. In these perceived hard times, this company is saying: our customers are still very important and therefore we need to ensure they ‘feel loved’....

Categories: Leadership | Profile

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Dress Standards, does it help or hinder performance?

Posted Thu 2 October 2008 @ 9:15 a.m. by Megan

Does it really matter what contact centre staff wear? I am torn between the two sides of the debate and I guess even now, I am sitting on the fence. We hire based on experience, knowledge and skills, so why should we care what they wear or even how people do their hair? My definition of corporate dress standards may differ from others. So, for the purpose of my blog, this is how I would define casual/mufti dress: jeans, short skirts, strappy or strapless tops or dresses worn...

Categories: Leadership | Lifestyle

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SPAM...what you need to know

Posted Wed 1 October 2008 @ 2:05 p.m. by Megan

We all have it, spam that clogs up our email and it consumes time whether we like it or not. Not all SPAM is bad, however it's the bad SPAM that is getting all the publicity. That's where the Unsolicited Electronic Messaging Act 2007 comes in. The Department of Internal Affairs created the act as part of the strategy on Antispam. We have added it to our Resource Library under Legislations. The Department of Internal Affairs website also has an excellent Antispam video for business...

Categories: Leadership | Profile

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