Contact Centre Conference Programme 2007

Day 1 

Wednesday 27th June

9:00am

Registrations & coffee

Welcome & Introduction
Ernie Newman, Chief Executive, TUANZ
Gay Reed-Barrance, TUANZ contact centre committee chair

9:40am

10:40am

Morning Tea

Best Practice complaint handling
Judi Jones - Electricity and Gas Complaints Commissioner

Hear Judi Jones talk about Best practice complaint handling and the experiences of the Electricity and Gas Complaints Commissioner Scheme in relation to that, now the scheme has been running for five years. Electricity and Gas Complaints Commissioner Judi Jones is both a lawyer and an alternative dispute resolution practitioner. She has a law degree, a masters with distinction in dispute resolution and is an associate member of the mediators’ and arbitrators’ institute.

Panel Discussion Recruiting multi lingual teams - The multi- lingual team make up and what it means for your business.

Amway - Anna McNicholl
Fonterra - Matthew Anderson
ANZ Bank - Howard Smith
Outsource Recruitment

Join Amway, Fonterra and ANZ National Bank to discuss their experiences of employing a multi lingual team in the contact centre and hear from Outsource Recruitment on how they go about conducting their recruitment process.

Improving a poor performing contact centre
Russell Stephens, General Manager ihug Customer care

Russell will talk about how even the worst call centre can be improved, he will look at how you improve morale, influence the rest of the organisation and make simple but important changes which have a positive affect on the organization, the brand, customer and employees.

 View Presentation

12:30pm

Lunch

1:15pm

Workshops - SESSION ONE

Learning and Development

Emotional Intelligence: Fuzzy Fluff or Foundational?
Alan Froggatt (Dip Psych., Dip Trans Psych.) Genratec. 

Alan will deliver an interactive introduction to the solid ground in the science and art of emotional intelligence. Communication, leadership and accomplishment can excel through understanding this interior domain. Practical tools and a little myth busting. Alan is the founding author of Genratec’s proprietary methodology and is responsible for the development and delivery of rigorous training programmes for Genratec Associates and Partners. Genratec is a respected coaching and leadership organisation used by hundreds of professionals committed to their development.

 Technology

Panel Discussion:

Rob Spray - Nortel Networks
Tony Lennon - Gen-i
Miles Valentine - Zeacom
Mark Simmons - Cogent
Greg Magness - Datacom


Join our panel of leading telecommunications companies to get their five year vision for contact centre technology. What does their company sees as the biggest technological development  occuring in Austraslasia  over the past 12 months? ,  how do they see  the Return on investment? and what do they predict being the next 3 'big' investments for contact centres in Australasia over the next 3-5 years.
 

Workforce Management

All managers need to start with the fundamentals; getting a solid forecast in place, getting the right staffing mix, understanding tradeoffs between numbers and service levels, and terms such as occupancy, routing and Erlang formula.

Learn the basic techniques that every call centre manager needs to know such as:    

-          Understand the cost implications of forecasting
-          Determine which data gathering approach is best for your     
           centre   
-          Identify seasonal patterns and trends
-          Factors that contribute to service goal achievement
-          Learn what impacts speed of answer goals
-          Determine the conflicts that affect a schedule’s efficiency and  
           acceptability
-          Understand the components for tracking daily performance
-          Know the difference that one-two staff can make and the 
           implications
-          Establish intra day activities that make a big difference to 
           service!

Target audience: people new to WFM and/or those who do not have an automated WFM application but are wanting to move beyond simple “rosters” to implement basic forecasting, scheduling and reporting.

View Presentation

3.00pm

Afternoon Tea

3:20pm

Workshops - REPEAT

Learning and Development

Emotional Intelligence: Fuzzy Fluff or Foundational?
Alan Froggatt (Dip Psych., Dip Trans Psych.) Genratec. 

Alan will deliver an interactive introduction to the solid ground in the science and art of emotional intelligence. Communication, leadership and accomplishment can excel through understanding this interior domain. Practical tools and a little myth busting. Alan is the founding author of Genratec’s proprietary methodology and is responsible for the development and delivery of rigorous training programmes for Genratec Associates and Partners. Genratec is a respected coaching and leadership organisation used by hundreds of professionals committed to their development. .

Recruitment & Retention

Technology

Stream 2: Beyond WFM – Taking Workforce Management to the Next Level.     
Dr John Bosomworth, WFO Consulting & Giles Potter, Great Outcomes                              

You’re a medium or large contact centre with an existing WFM operation.  Forecasting, scheduling and reporting is your bread and butter but now you’re facing a number of new challenges:

What are the value drivers of WFM, and how do you communicate this to key stakeholders in your organisation?
What do you do for WFM in a multi-channel environment?
What’s the deal with converged application suites – WFM, call recording, quality, and e-learning all in the one package?
Target audience: experienced WFM professionals looking for ways to increase the value of WFM to their organisation. 
 

View Presentation

5.05pm

The Importance of Networking
Suzanne Moore - Trans Tasman Business Circle

5:20pm

Day one concludes 

Networking Drinks - sponsored by

Day 2

Thursday 28th June

8:00am

Coffee

8:30am

Comments from the Chair

8.35am

Opening session - A chance to be energised!

9:10am

Keynote: Justin O'Sullivan

Director of Customer Experience and Business process improvement

Dell Asia Pacific and Japan


Driving Customer Centric Change in a Large Organization
 
How does a complex, global company with over 79 000 employees operating in over 50 locations execute a customer experience strategy? 

The key to success is fundamental change management practices.  In this case study, you will hear how Dell:

Measures Customer Experience and the “Cost of Dissatisfaction”
Commits more than $100M for long term investment in people, capacity and technology
Aligns business processes and practices with customer’s expectations
Communicates the CE strategy throughout the organization
Re-energizes a customer-focused culture by turning the company’s view outside-in and getting people excited about change
 

10:10am

Morning Tea

First Call Resolution - The Measure That Matters Most 
Lyn Trewenack, General Manager - Asia Pacific
Service Quality Measurement Group Inc            

 ·      Why FCR is the measure that matters most              

  ·     5 reasons to focus on FCR                            

  ·     A detailed definition for FCR

  ·     Methods for measuring FCR

 ·      Proven ways to improve FCR 

 SQM are recognised as thought leaders in North America on First Call Resolution. This presentation is based on their latest data from over 250 leading North American call centers such as HSBC, Whirlpool, GM, Marriott, Staples, Sears, Wells Fargo, US Bank, Canadian Tire, TD, Sun Life, Liberty Mutual, Telus, Sprint, Purolator, etc.  

View Presentation

Caring for the Global Customer
Paul Goode, CIS Business Solutions Consultant, Datacraft


A brief overview of contact centre site visits in Europe looking at their challenges, issues and strategic thinking from a technology and operational perspective. Then an overview of the Global Contact Centre forum itself, was the inaugural event a success? Looking at the challenges facing contact centres and industry in general in caring for a Global customer. You do not have to be a global company to be faced with caring for a global customer, what are the major differences and similarities across the continents.

View Presentation

1.10pm

Converting ordinary people into extraordinary business assets

Diana Jones, Sociometrist, MA(Applied) Dip PE; Dip Ed
The Organisation Development Company
 

We hear that people are our greatest asset, yet often we put business processes and efficiencies ahead of people. People thrive at work when they have good relationships with those around them and can solve customer problems quickly. Our research says that it’s a sense of achievement, relationships and personal recognition that count. Best Places to Work 2006 talks about the “Hot Buttons” being sense of achievement, a future in the organisation and sense of belonging. Stimulating people networks behind the formal organisation chart are essential, enabling conversations that matter, and for people to find out what they need to know to do the job. Managers and leaders can do a lot to stimulate these networks. They can directly affect people’s enjoyment and satisfaction at work and their willingness and capacities to contribute to the business. This session will include current concepts, examples, discussion and applications.

 Diana is a specialist in organisation development and has been doing this work for over 21 years. As a sociometrist, much of her work is with people in stimulating new patterns of behaviour and new connections with others ensuring the people have conversations that matter. She specialises executive coaching, leadership development, group and team facilitation and brings leading edge technology to stimulating and producing interactions throughout companies breaking down silos and creating relevant cross company connections. 

 View Presentation

KiwiSaver - the mechanics and challenges that employers should consider and prepare for

Mary Holm, Investment writer

2.40pm

Afternoon Tea

Further details

4.10pm

Closing comments from Chair

4.20pm

Conference Ends

 

7pm

Awards Ceremony - Pre Dinner Drinks