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Wednesday 23 and Thursday 24 April 2008
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Out in front and leading the way ......
Leadership is the theme for the 2008 TUANZ Contact Centre Conference. Join us for two days in April and take away practical ideas that will enable you to lead the way in ...
* creating a fantastic culture that delivers results for your organisation
* professional development so that staff grow and flourish under your watch
* implementing technology to enhance the delivery of customer service in the 21st century
Come along and hear from our qualified speakers - but get ready to contribute too. There will be plenty of opportunities to share ideas, swap business cards, voice your opinions and contribute to the ongoing dialogue about the evolution of the Contact Centre.
If you are travelling to the conference from out of Auckland then why don't you make the most of the long weekend and stay and enjoy what Auckland has to offer. SKYCITY Hotel is offering a special rate of $155+gst per night for all conference & awards deletgates.
SKYCITY Hotel Reservations: (09) 363 6000
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| DAY ONE - WEDNESDAY 23 APRIL 2008 |
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| 9.00am |
Registrations and coffee |
| 9.30am |
Weclome and introduction
Ernie Newman, Chief Executive, TUANZ
Megan Lacy, TUANZ Contact Centre Committee Chair |
| 9.40am |
Keynote: Kare Anderson
Become Their Trusted Top-Of-Mind Choice
Fresh from her keynote address at the ICMI Conference in Miami, Emmy-winning Wall Street Journal and NBC journalist Kare Anderson has spent the past decade translating behavioural research into ways to flourish with others. Don't miss this international keynote as she provides you with the right tools on how to:
* warm up cold and otherwise difficult customers
* generate and keep enthusiasm
* make others feel heard so they move to resolution
* recover from bad decisions or tense situations
* keep calm while under fire or time pressured
* become happier and higher-performing |
| 10.40am |
Morning Tea, Networking competition announced |
| 11.00am |
Michael Henderson, Values At Work
Get Tribal
Hear this leading corporate anthropologist on how to leverage your own culture to increase performance and staff engagement. |
| 11.40am |
Rachel Hassard, Online Performance Manager Short Haul, Air New Zealand
Private Sector Case Study - Up, up and Away Online
What has expansion into online sales done for the Air New Zealand Contact Centre? Learn from Rachel what skills agents, team leaders and contact centre managers should acquire if they want to stay ahead in businesses that embrace Web 2.0 tools. |
| 12.10pm |
Andrew Wagg, Contact Centre Manager, MED
Public Sector Case Study - The Secrets of SuperNav Revealed
Find out from Andrew how contact centres can use the internet as a key mechanism for delivering customer service in the 21st century. |
| 12.40pm |
Lunch |
| 1.20pm |
Workshops: Session One (choose one of four options) |
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Option 1: How to build a business case for new technology
Bryan Middleton, Head of Business Performance, NZ Post
Glen White, Business Solution Specialist, Gen-i |
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Option 2: Make your small contact centre shine
Paul Eastwood, Contact Centre Manager, Coca Cola Amatil NZ Ltd
Emma Stanaway, Contact Centre Manager, Messenger Services Ltd |
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Option 3: What is the metric that matters the most?
Interactive Panel Discussion |
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Option 4: Culture counts in the contact centre
Michael Henderson, Values At Work |
| 2.50pm |
Afternoon Tea |
| 3.10pm |
Workshops: Session Two (choose of of four) |
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Option 1: How to build a business case for new technology
Bryan Middleton, Head of Business Performance, NZ Post
Glen White, Business Solution Specialist, Gen-i |
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Option 2: Make your small contact centre shine
Paul Eastwood, Contact Centre Manager, Coca Cola Amatil NZ Ltd
Emma Stanaway, Contact Centre Manager, Messenger Services Ltd |
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Option 3: What is the metric that matters the most?
Interactive Panel Discussion |
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Option 4: Culture counts in the contact centre
Michael Henderson, Values At Work |
| 4.40pm |
Laurence Jackson, Senior Analyst, callcentres.net
What's up in Asia/Pacific?
Back by popular demand, hear Laurence provide a regional review of the contact centre industry based on 2008 benchmarking data from China, India, Philippines, Malaysia, Thailand, Singapore, Indonesia and Vietnam. |
| 5.20pm |
Networking drinks sponsored by Hudson |
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Contact Centre DVD Launch - compiled by Great Outcomes Director, Giles Potter. |
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| DAY TWO - THURSDAY 24 APRIL |
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| 8.30am |
Coffee |
| 8.55am |
Comments from the Chair |
| 9.00am |
Keynote: Andrew Hume, COO, SalesForce
The future of customer service - Home Based Agents?
SalesForce is Australia's leading outsource contact centre with almost 4,000 people located around Australia. Find out from Andrew whether home based agent will become a permanent feature of SalesForce. Topics he will discuss include:
* the logistics (eg. dealing with OSH requirements)
* recruiting agents
* monitoring staff remotely
* the business case for home-based agents
* keeping the morale of outbound agents high when they are isolated |
| 10.00am |
Morning Tea |
| 10.20am |
Andrea Midgen, Director of Customer Care, Vodafone
Outsourcing to Egypt
In October 2007 Vodafone announced it was shifting its inbound contact centre for prepay mobile customers to Cairo, Egypt. Come and learn how and why. |
| 11.00am |
Justin Tippett, National Manager – Contact Centre Channel, Australia Post
How to Improve the Internal Profile of your Contact Centre
Want to increase the internal profile of your contact centre? Well come and hear from Justin Tippett on how Australia Post, with their 750 seats across multiple sites, has done it.
In his presentation Justin will gladly share how Australia Post handle approximately 5M calls and 500k complaints per year through a multi-channel approach.
As a recent judge in the Singapore Contact Centre awards Justin will also reveal some key learning’s from his experience. Maybe you’ll get a few tips! |
| 11.40am |
Sue Chetwin, Chief Executive, Consumers Institute
Why Customers May Hate Us
Sue will explain the customer's side of the story. She'll offer research into what makes customers happy, what makes them mad and what makes them irate. |
| 12.10pm |
Lunch |
| 1.00pm |
Kirsten Leng, Executive Edge Ltd
Taking care of staff on the frontline
Kirstin will provide tips and strategies to assist an individual in reaching their maximum potential and performance in all aspects of their life both professionally and personally through nutrition. |
| 1.40pm |
Samantha Turner, Partner, Simpson Grierson
The legal minefield that is the employers' dilemma
Flexible Working Hours Act, four week holiday, rising minimum wage ... the list of legislation that the contact centre manager, workforce manager and even team leader must understand continues to grow. |
| 2.10pm |
Gay Reed-Barrance, State Sales Manager for Western Australia, Amway
The future of the New Zealand Contact Centre Industry
You can take the words 'contact centre manager' out of a job title and transfer her off shore ... however after 15 years in the South East Asian/Australasian contact centre space, Gay has some future focused thoughts to share on the New Zealand scene. |
| 2.50pm |
Closing comments from Chair |
| 3.10pm |
Contact Centre Tours (choose one of five) |
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Air New Zealand |
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Child Youth and Family |
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iiNet New Zealand Limited |
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Sovereign Services Limited |
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Telnet Services Limited |
| 5.00pm |
Buses arrive back at SKYCITY Convention Centre |
| 7.00pm |
Awards ceremony, pre-dinner drinks |
| 7.45pm |
Seated for dinner and Awards ceremony |
| 8.00pm |
Awards ceremony commences |
To view the full detailed programme - click here
To register for the Conference and/or Awards click here
Awards Information
Contact Centre of the Year under 25 seats sponsored by Telco Review
Contact Centre of the Year 26-75 seats sponsored by Drake
Contact Centre of the Year 76+ seats sponsored by Madison Recruitment
Contact Centre Manager of the Year under 25 seats sponsored by TelstraClear
Contact Centre Manager of the Year 26-75 seats sponsored by Zintel
Contact Centre Manager of the Year 76+ seats sponsored by Kelly Services
Contact Centre Team Leader of the Year sponsored by People Power
Contact Centre Trainer of the Year sponsored by Rapid Results
Contact Centre Workforce Manager of the Year sponsored by Great Outcomes
Outsourced Contact Centre of the Year sponsored by Genesys Laboratories Australasia Pty Ltd
Award Entreis close: Monday 03 March 2008
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Premier Sponsor
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Supporting Sponsors
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Wine Sponsor
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Award Sponsors
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