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Do you want to be at the leading edge of Contact Centre thought leadership? Do you want to network with premium NZ Contact Centre industry employees? Do you want to spend a day re-energizing and re-engaging with one of the most diverse and interesting industries? They will educate, engage and provide support to your endeavours to operate a highly effective and efficient Contact Centre.
Agenda is as follows:
7:30am Registration
8:30am Welcome
8:40am Zintel Cogent (case study)
9:25am Is it cost or is it value and service – Shona Macdonald CourierPost
10:00am Morning Tea
10:30am Workshops:
Workshop 1: 10:30 – 11:05 Contact Centre Metrics Kelly Brickley
Workshop 2: 11:10 – 11:45 First Call Resolution iiNet Garry Jones
Workshop 3: 11:50 – 12:25 callcentres.net Australia & New Zealand Contact Centre Industry Benchmarking Reports 2010 - Dr Catriona Wallace Benchmarking Results
12:30pmLunch
1:30pm Love Your Work – Clinton Jones
2:15pm Managing Through Disaster - Trish Keith, General Manager Customer Services, Telecom
3:00pm Afternoon Tea
3:30pm Creating Urgency & Passion in your Contact Centre
Panellists –
Barbara Horne, BNZ
Raychel Comerford, TelstraClear
Nigel King, Auckland City Council
4:15pm Wrap Up
4:30pm Close and prepare for CRM Awards
6:00pm CCiNZ Contact Centre & CRM Awards
Investment for the day is $395+GST for members and $595+GST for non-members. Register now and an invoice will be sent to you. If you wish to pay online by credit card (Visa/MasterCard) this facility is available after you register.
In case of cancellation, please refer to our Refund and Cancellation Policy. |
