Contact Centre Institute of New Zealand

Next Generation Contact Centres

How is your Contact Centre Social Media strategy going?  CCiNZ members who recently attended the NSC Next Generation Contact Centre seminars were presented with some thought provoking stats on New Zealand customers and the evolution of Social Media.  According to the Avaya Customer Consumer Index research in 2009 by callcentres.net 68% of NZ customers prefer the phone channel compared with 79% three years ago. The decrease in the preference to be serviced by phone is nearly matched by the increase in preference to use email which was up from 14% in 2007 to 23% in 2009.  The number one reason NZ customers move to another company is still poor customer service.  Visiting social sites is now more popular than personal email and we're told that if Facebook was a country it would be third largest in the world behind China and India.   With social media now a substantial part of our everyday life, Contact Centre terminology turns to the spiral viral and our social graph rankings with another layer of conversation. 

Winter Wellness in the Mercury Energy Contact Centre

In early 2010 Ruth Turnbull, Contact Centre Manager for Mercury Energy, led the CCiNZ Breakfast events in Auckland and Wellington with the topic for reducing winter absenteeism in her Contact Centre.  Ruth’s wealth of contact centre experience and passion for the industry provided entertaining and thought provoking sessions.  Click here to review the notes from Ruth's session.

Book Review - NZ Employment Law Guide

The 2010 version of the book by Richard Rudman, New Zealand Employment Law Guide, published by CCH NZ., is recommended to all Contact Centre Managers, particularly those in smaller centres or companies without a Human Resouces department or an in-house solicitor.  We have found it to be really useful, practical and clear.  It covers many of the basic areas that a Contact Centre Manager will have questions about such as how to structure a part-time employment offer, sick leave entitlement, wages and pay calculation and even gives some limited information about Kiwisaver.  This is written for NZ conditions and is well worth the price.  It is available in your usual bookstores on Amazon, Whitcoulls and the like.

Become a CCiNZ Member - do it now!!!

As a Contact Centre professional, whether as a Manager, Team Leader or CSR, we often think how different our role is. Different can mean exciting, rewarding, challenging, frustrating and many other strong descriptions. As with anything in life sharing these emotions is hugely beneficial. Whether it is to share the wins and give someone else hope or ideas, or share the downs and have someone give you the hope and ideas, sharing is good. Sharing and support is a lot of what CCiNZ is about and we would encourage you to join us so that you can add to the wealth of knowledge within this organisation or benefit from it.  Go to our membership page and consider either a corporate membership that enables up to 5 people to attend our events at membership rates or an individual membership if that is more appropriate.  Do it now!