Blog
Feb 22, 2012
Networking - The Benefits of Being Connected
Professional networking can be a daunting activity for many or it may appear to have little return on investment for you or your business. These are both possibilities, but grave misconceptions about what can actually be achieved through effective networking.
Results from Amtel's Survey on Webinar Topics
Thank you to all respondents of the Contact Centre Survey 2012. The results will shape the webinar series that Amtel will be running with CCiNZ this year. Hot topics leading the way are Social Media and the Contact Centre and Knowledge Management.
ANZ Site Visit - Photos
The photos from the CCiNZ & Snapshotz Monthly Bites ANZ Bank contact centre site visit are published in the CCiNZ Gallery for viewing or downloading.
Your People Made a Difference - Christchurch a Year on
Isn’t technology grand!? In my position I’m fortunate enough to witness the changes and constant advancements in technology 1st hand. Through the myriad of Contact Centres around New Zealand I come in contact with every week, I see technologies once only thought of as science fiction.
Read more: Your People Made a Difference - Christchurch a Year on
NZ-Based Webinars coming to CCiNZ Members
By Mel Lloyd, Marketing Manager for Amtel Communications
One issue that we have here in New Zealand is that many webinars are broadcast from the USA or UK, topics aren’t tailored to New Zealand Contact Centres, and unless you like being at your desk at 2am with a mug of Milo you won’t be able to join in with the live Q&A session either.
Scavenger hunt winner
Scavenger Hunt Competition winner announced. Prize packworth $1300!!!!
- $1,000 Psychometric Profiling fo 5 of your top performers
- $150 Therapy and Reflexology Voucher
- 20 Lego Calculatiors
- Total Engagement, by Byron Reeves and J Leighton Read
- Full Engagement, by Brian Tracey
Report Back from APCCAL Expo in China
By Kathryn Starr
I recently represented CCiNZ at the APCCAL Expo in China, joining the other nine nations who form the Asia Pacific Contact Centre Association Leaders (APCCAL) group.Why the Quality Listening program Should Not be a Performance Review
By Colin Taylor, Taylor Research Group and courtesy of CustomerServicesAudit
Let’s look at the numbers.
In a customer service call centre where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls evaluated represent only a quarter of a single percentage point.
Read more: Why the Quality Listening program Should Not be a Performance Review
Motivating Employees over the Silly Season
With just on six weeks to go until Christmas, we know you will already be thinking about your rosters and how to keep your employees motivated while their colleagues are off enjoying themselves. Here's what some of our members do to manage their employee expectations and increase engagement during the silly season.
Interview with CCiNZ Award Winner - Karen Sharp
2011 CCiNZ Award Winner Karen Sharp talks to us about her experience of entering and winning this year's award for Contact Centre Manager of the Year (up to 50 seats).
Interview with CCiNZ Award Winner - Gayl Roden
2011 CCiNZ Award winner Gayl Roden talks to us about her experience of entering and winning this year's award for Contact Centre Team Leader of the Year.
Interview with CCiNZ Award Winner - Tony Sumner
2011 CCiNZ Award winner Tony Sumner talks to us about his experience of entering and winning this year's award for Contact Centre Manager of the Year (over 50 seats).
What's happening in the Contact Centre Industry?
By Derek Good, Rapid Results
Peter Holder, Contact Centre Manager at Lantern Insurance in Auckland has recently completed the Contact Centre Manager’s course with Rapid Results. The course covers leadership skills, planning and budgeting, statistics and technology, networking skills as well as support and mentors. This week we spoke to Peter about his tips for surviving this dynamic industry.
Change - What Contact Centre Managers Need to Know
By Deepak Selvaratnam, Customer Services Audit
All managers implement change and business transformation to bring about business improvement and to achieve their vision, however successful implementation can be challenging.
Read more: Change - What Contact Centre Managers Need to Know
