TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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So many ideas - it's all about sharing...

Posted Thu 26 March 2009 @ 1:34 p.m. by Megan

It’s all done, the kilo of ideas from the contact centre Survival Through People & Processes sessions have been transferred into a document and are ready to be distributed to all the attendees in the next day or so. Even as I worked my way through the flip charts, there were still ideas and tips that I had missed during the sessions!Some things noted on the flip charts were agreeing with the ideas that came from the presentation and then we have a bucket load of ideas and tips from...

Categories: Events | Profile

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ANZ to increase Wellington Call Centre headcount

Posted Wed 25 March 2009 @ 4:03 p.m. by Louis

ANZ’s announcement yesterday that it will increase headcount in its Wellington call centre must be great news to the call centre industry in the city. The bank plans to shift 100 jobs from its Melbourne call centre to Wellington to gain better efficiencies and to adapt to changes in banking. Part of that solution is for the two centres to share their work load.ANZ also states no redundancy will be made in Australia due to this change, as natural attrition and the period of time that it will...

Categories: International | Leadership | Recruitment and HR

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Wow... a kilo of ideas and tips

Posted Fri 20 March 2009 @ 2:15 p.m. by Megan

I’m back in my home town after a wonderful tour of the main centres presenting the ideas and tips on how to survive the recession. I had a great time and many laughs along the way; I got to catch up with old friends and meet some new people to the TUANZ sessions or the contact centre industry. I now have an extra kilo of paper which has come from the workshops in each of the four sessions. My mission next week is to get this collated and sent out to every attendee. You will see...

Categories: Events

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Thoughts on Managing Through a Recession

Posted Fri 20 March 2009 @ 7:17 a.m. by Ernie

I rarely blog here on Mouthpiece but thought I'd make a break after attending a couple of Megan Lacy's "Managing your contact centre through a recession" sessions this week. Megan's going to post a major summary of the conclusions once she's back in Tauranga and has recovered her composure and voice. She did a great job, along with all those who contributed their thinking by video or in writing - thanks from TUANZ to you all.I guess if I had one big "takeaway" it is this:Over the years when I've...

Categories: Benchmarking | Events | Leadership | Recruitment and HR

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Leadership Development section live now

Posted Thu 12 March 2009 @ 9:27 a.m. by Megan

I learnt early on that I don’t know everything all of the time about leadership and just because it works for other leaders or it did work for me in the past, doesn’t mean that the team I’m working with now will respond the same way. Luckily, I had some wonderful mentors that corrected and pointed me in the right direction over the years. Part of my learning was to always look for new information or articles on leadership development for myself and for my staff. These days the...

Categories: Events | Profile

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Survival through People & Processes - a Contact Centre Event

Posted Fri 6 March 2009 @ 12:17 p.m. by Megan

It’s all go here, we have just finished recording further tips and ideas from some leading contact centre managers to incorporate into the presentation for our upcoming Survival through People & Processes event. We are really excited to get out and about in the main centres to help contact centres get though the downturn. There will be lots of ideas and strategies spoken about and a workshop at the end to discuss ideas or issues and find solutions with your peers. Not to forget...

Categories: Events

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Clear desk policy, good or bad?

Posted Thu 5 March 2009 @ 9:51 a.m. by Megan

I had the pleasure of working in a clear desk policy environment a few years back. The bonus was that everything looked clean and clear at the end of the day, but the reality was that all the paper and work was squashed in my filing cabinet behind my desk. It gave me a false sense of achievement at the end of the day and the belief to management everything was Ok. The problem is I have now forgotten what the true benefit of the clear desk policy was? Was it there to help me...

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