With its commitment to educating, supporting and engaging its members, the Contact Centre Institute of New Zealand says its recently-held 4th annual conference at SkyCity convention centre in Auckland has lived up to this promise. In addition to presenting an unmatched opportunity for networking, the conference drew strong support from exhibitors and featured some top industry minds, with local and international speakers sharing experiences and challenges in an industry that continues to excite, evolve and innovate.
Run by senior industry professionals, this year the CCiNZ committee was able to get closer than ever to the needs of members, including understanding the common themes running through the industry. Key points during the day included Consumer Management, Succession Planning, Managing Energy and Coaching for High Performance.
Keynote speaker Phil Grudzinski from PACE (Professional Association for Customer Engagement) had the audience considering our consumers: who the customer is and how we work with them. That’s a step away from the ‘transactional processes’ view. With the move toward online transactions and the emergence of tech-savvy generations, Grudzinski raised the question of how New Zealand can build and form relationships with consumers through the internet while growing brand loyalty.
Perspectives on progress
Ken Youngson from Quantum Sport; Lynne Miller from Kerridge and Partners; and Tony Sumner from Meridian Energy completed workshops examining the challenges faced in today's working world. These speakers providers perspectives on the need to better manage energy, rest and recuperate, and how we make decisions in our working lives. In particular, Sumner considered succession planning within the contact centre. With his roots as a Customer Services Representative, he provided perspective on what is required for the next generation of stars.
With exhibitor stands showcased in a market-themed environment, complete with live music, an atmosphere akin to the buzz and vibe of commerce was created. Achieving better contact centre performance depends on a combination of technology and human capacity; by supporting front line staff with the right skills, tools and comforts, it becomes possible to build better engagement with customers. The exhibitions included stands from CCiNZ sponsors Drake Recruitment, Madison Recruitment, Amtel, and Zeacom – which presented a fun and interactive approach to exhibiting.
Positive reinforcement
A group workshop included an interactive two hour session with Stand Out training’s Mal Winnie; he took the group through the process of ‘Praise and Corrective Feedback’, moving away from leadership practices of old. A challenging and thought-provoking session, this was an afternoon filled with practical tools to take back to colleagues. Certainly an opportunity to take contact centre teams from ‘good’ to ‘great’.
The audience was fortunate to hear the final speaker of the day, Craig Stevenson, CEO of the South Taranaki District Council. His passion for the need to engage people was infectious and during a tough slot at the end of the day, Stevenson wowed the audience with practical tips, hints and tricks to consistently grow staff engagement within an organisation.
Solid feedback
This year’s conference feedback shows that CCiNZ is understanding the needs of its members and the industry, delivering a practical and valuable experience suitable for all levels of the contact centre industry to make good on its commitment. As preparations get underway for the 5th conference next year, the committee is creating a line-up to rival and build on the momentum of past years; we look forward to welcoming new members and growing the local contact centre industry.