Survival through People & Process - Event 2009

TUANZ travelled the country mid March with the first contact centre event for 2009. With feedback received on the day and from our survey, we are delighted that the majority of people got something out of the sessions, whether it was a tip or idea that they could use immediately in their centres.

To those who attended, we hope you all enjoyed the afternoon, that you met up with old friends and made new contacts during the workshops and post-event networking session. All attendees have now received a copy of all the workshop notes.

Quick summary
Dunedin - our cozy session. We had a great mix of different centre managers attend. Key points: The size of the trophy is important! Voluntary flexitime (moving resource). Have a brag board.

Christchurch – our lively session. Another good mix of centre managers.
Key points: Create contact centre manager blog. Acknowledging customer behaviour is changing and we must change with them. Work on things we can change. Fun doesn't begin with a budget.

Wellington – our vibrant session, based in a brewery bar, we had a nice mix of managers and workforce planners
Key Points: Try the dog food! (Try the your processes). Quality vs quantity changes. Reward effort as well as sales. Get Smart-look at repeat callers

Auckland - our energetic session. Auckland participants were very vocal with their ideas during the workshop and when presenting back. A great turnout of centres.
Key points: Suppliers need to build relationship and become part of the solutions not just sellers. New ideas on themes for Rewards and Recognition. Discussed several ways of communicating to staff during this time.

Thank you to all that particiated, the hum of people discussing issues or sharing was a wonderful sound at each session.

To see
Video clips - click here>
Presentation notes - click here>