Something new for August
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Posted Fri 31 July 2009 @ 12:43 p.m. by Megan Lacy
A new month means new items for the contact centre section.
Our latest contact centre profile is from TOWER and they have interesting times ahead as they are looking to decentralise into five smaller contact centres. Perhaps a full circle for the business as their focus goes to a branch business model. It would be great to catch up with them in 12 months and see how the changes went.
The other thing that caught my attention was that they use the FISH philosophy in their contact centre; I like the book and enjoyed implementing it in the past. It’s easy to understand and it gets staff engaged quickly: have fun, be present, choose your attitude and make their day. If you have never heard of it before or need a refresher, then make it your book of the month - you can’t get tired of reading it.
To check out the TOWER profile, click here.
The month of August also brings our new TUANZ Contact Centre This Month newsletter that will be sent out to our contact centre members. We hope it will inform our members of what is happening the contact centre space.
Every month a committee member will ‘wrap up’ the month that has been. This month Garry Jones from the TUANZ Contact Centre Committee talks about what he and his team have been dealing with in his centre in the winter months. Check it out, click here>
So keep an eye out for the TUANZ Contact Centre This Month via your email.
Categories: Leadership | Profile