The Snapshotz Online CCiNZ Monthly Bites – November 2013

Your special invite to the Snapshotz Online & CCiNZ Monthly Bites

If continuous professional advancement is important to you and your organisation, here is an opportunity to advance, mix and mingle in a mini ‘hunga busta’ programme of 3 hours crammed with:

·         Principles to apply back into your contact centre

·         The dynamic world of customer experience management and applying technologies to work for you!

·         The strategic and leadership needs in our world

·         Trends that are current

·         Personal experiences and practical insights from leading practitioners

·         Network with peers (your next job may be waiting for you here!)

·         If you are lucky you may even win one of the giveaways  


Date 12th November 2013


Venue: Goodman Fielder, 2/8 Nelson Street, Auckland. Please come up to 8th Floor Reception.

Parking: Wilson's car park next door


Register here (scroll down to bottom to find registration or Contact Us for more information



3.00 P.M.



3.15 P.M.


Chair CCiNZ and Event Chair

3.25 P.M

Mapping a continuous improvement programme - The Goodman Fielder Journey

Mike Thompson - Customer Service Manager Goodman Fielder

3.50 P.M.

The hidden meaning behind some stats – ‘Strategies for Growing’ from the New Zealand Contact Centre Benchmarking Programme 2013

Deepak Selvaratnam - Snapshotz Online

4.00 P.M.

Break for refreshments


4.15 P.M

The changing face of Customer Experience

Daniel Thurston: Microsoft CRM dynamics

4.30 P.M

The changing face of Customer Experience

Brad Starr: Strategic Consultant - Interactive Intelligence

4.45 P.M

Contact Centre Leadership Series: Leadership Strategies for Contact Centres

Esther Vaiaia: National Contact Centre Manager - Coca Cola

5.10 P.M

Contact Centre Leadership Series: Leadership Strategies for Contact Centres

Bart Taylor: Head of Lantern Insurance (IAG)

5.25 P.M

Panel discussion

Esther Vaiaia, Bart Taylor, Mike Thompson, Brad Starr, Lindsay Swartz

5.35  - 6.00 P.M




Cost: $35 Plus GST CCiNZ members and $55 plus GST Non Members. We look forward to seeing you there!


Are you looking to be a world class contact centre?


Do you understand what it takes to get there? Have you thought of joining up with many New Zealand organisations participating in The New Zealand Contact Centre Certification and Benchmarking Programme 2013 - 2014   See also  Contact Centre Certification - Why it is essential for the organisation?


Await details of events in Nov and December 2013 and an exciting programme for 2014. Await too details of a world class training programme for senior customer service managers brought to you by the internationally recognised contact centre expert Rod Jones.

All the best from the Team @

Developed in NZ but gaining ground around the world, Snapshotz is the most efficient and cost effective tool to keep track of the entirety of the customer experience. Check out the website See sample reports generated as well as other links such as  Customer Experiences


Snapshotz Online has multiple applications – audit, planning, training, comparison of teams and performance, review and reporting.


If you wish to find out more contact us or our certified partners and we will be happy to discuss any questions you may have. Contact information: Email:


Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland1144, New Zealand. Phone:  0064 9 376 2806

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