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
The Media Centre, 2-16 Watt St, Parnell Auckland.
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
74 Taharoto Road
Parking available up to 90mins free and then pay and display on
either side of the building.
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’
Tracy Clarke Manager Advice-Line help us understand how her team has
continuously scored high in engagement scores repeatedly year after
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
What you can expect to take away from
- Understand factors impacting staff
Assess how to help your staff deal with changing customer needs
Discuss reflective practice and peer coaching as key tools to empower
- Learn how to motivate the different demographics in a
contact centre environment.
65 New North Road, Eden Terrace, Auckland
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
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
Member Services Contact Centre Manager , Southern
Cross Health Society
Bridgette Dalzell, Head of Outsourced
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
An opportunity not to be
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.
General Manager Contact Centres, ANZ Bank
practical information for contact Center including stats and sharing
“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