Customer Service: 0064 9 376 2806 (9:00 AM - 6:00 PM Mon - Fri)

 The  Monthly Bites

Calendar of Dates, Topics and Speakers

Come join us and our fellow partners @ Snapshotz Monthly Online Bites.

Each month in 2012 we invite leading practitioners and experts in the Contact Centre world and other disciplines to speak to us on topics that will enrich work life in the contact centre and help desk environments. 

Here is the schedule for you to diary. We will send you reminders a couple of weeks prior to the date if are registered with us. Click on Yes I want be on the Snapshotz Online to be on our Yes I want be on the Snapshotz Online to be on our mailing list.

Date Topic Speaker Venue/s Comments
16th August 3.30 pm – 5.30 pm If you are a senior manager or head of customer service or a team leader heading up… this is a session not to be missed.

We have an exciting dialogue lined up for this month’s Snapshotz Online & CCiNZ Monthly Bites! First up, we will be introducing the ground breaking programme the New Zealand Contact Centre Benchmarking programme.

Then we will hear from Russell Stephens Head of Channels, Customer Solutions and Services, New Zealand Post, he will assist us in considering some important decisions we have to make and strategies we need to consider to meet multi-channel customer conversations!

Russell will detail what the last three years have taught us and how customers have become our audiences. He will also look at how today’s customers and customers in the future will be constantly connected across multiple channels and how organisations will need to evolve to deal with these changes.

And of course network and share some drinks and nibbles
New Zealand Contact Centre Benchmarking programme

Russell Stephens Head of Channels, Customer Solutions and Services, New Zealand Post
The Media Centre, 2-16 Watt St, Parnell Auckland.

See Map
26th July 3.30 pm – 5.30 pm Customer Service versus Voice of the Customer Hear Lyn Salele'a , Senior Manager Contact Centre and Richard Allen, Senior Manager Customer Experience sketch Sovereign’s approach to changing the dynamics of customer interaction.

Tour around the Award winning Sovereign Contact Centre and come prepared for an interactive exercise to work through what the Customer experience journey means for your organisation!

Lyn Salele'a has been with Sovereign four years after returning from working for IAG and CBA in Sydney for several years and has over 20 years contact centre experience and Richard Allen has been with Sovereign for six years and held a variety of marketing / brand roles prior to moving into Sovereign's new Customer Experience department. Richard has some 15 years experience in PR, communications, sponsorship, brand and customer experience and currently leads Sovereigns Voice of Customer programme and is a passionate advocate of customer centricity
Sovereign Insurance
Smales Farm
74 Taharoto Road

Parking available up to 90mins free and then pay and display on either side of the building.
See photo's
27th June 3.30 pm – 5.30 pm Driving staff engagement: Approaches at Careers NZ advice line Staff engagement is crucial to the well being of the centre as well as the organisation. Engagement cannot be left to chance it is a structured well thought out and carefully implemented ‘way of life’
Listen to Tracy Clarke Manager Advice-Line help us understand how her team has continuously scored high in engagement scores repeatedly year after year.

Tracy will facilitate a short workshop on how best to engage staff and practices that work. Bring ideas of your own and bounce these against peers, in what promises to be another great learning and networking event.

What you can expect to take away from the session
  • Understand factors impacting staff engagement
  • Assess how to help your staff deal with changing customer needs
  • Discuss reflective practice and peer coaching as key tools to empower your workforce
  • Learn how to motivate the different demographics in a contact centre environment.
Careers NZ
65 New North Road, Eden Terrace, Auckland

There is parking either directly in front of our building or downstairs (entrance on Exmouth Street).

All visitors can come through our main front doors to the reception area.
26th April, 2012 Time: 3 :00 pm Lantern Insurance : The Challenges faced by a smaller contact centre an interactive session  Peter Holder, Contact Center Manager Level 2 West - Q4 Smales Farm, 74 Taharoto Road, Takapuna, Auckland  
27th April, 2012
Time: 2 :00 pm
Overcoming the Challenges of Contact Centre reset Lyn Grant, Customer Service Manager ASB building – 500 Victoria Street Hamilton  
21st March 2012 Southern Cross Contact Centre – What makes us tick?

Key facets to understand and manage when partnering with an out sourcer

Carla McKenzie,
Member Services Contact Centre Manager , Southern Cross Health Society

Bridgette Dalzell, Head of Outsourced Customer Care

Telecom House, Telecom Place, 167 Victoria Street, Auckland  
16th Feb 2011 Snapshotz & CCiNZ Monthly Bites - ANZ Site Visit 16th February, Auckland

We're hitting the road this month with a great site visit to the ANZ Bank Contact Centre in Auckland. Places are limited, so register now to secure your space to visit one of New Zealand's eminent contact centres.

An opportunity not to be missed!
The site visit will be hosted by ANZ representative Samir Castello, who will take us through the activities of the award winning contact centre and share their success stories.
This is a valuable opportunity for Contact Centre Managers and Team Leaders to identify lessons learned and opportunities that you can take back to enhance your own contact centre plans.
Robyn Elston General Manager Contact Centres, ANZ Bank Media Centre Parnell Auckland “Liked the practical information for contact Center including stats and sharing what works.”

“Excellent use of one page plan. Also great

“Good informative session. Appreciated the in-depth information from Samir
Regarding the contact centre. Good Flow.”

“It was truly an afternoon well spent with great practical learning and networking.”

See Photos

The Team @CustomerServicesAudit

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