SkyCity CCiNZ conference detailed
Tue, 14th Sep 2010SkyCity is the location for CCiNZ's 2010 conference, which will focus on operating an effective contact centre.
The event will be held on Friday, September 24th from 8:30 am to 4:30 pm.
The day costs $395+GST for members and $595+GST for non-members. You can hit this link to find details on how to register.
Agenda7:30am Registration8:30am Welcome8:40am 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 BrickleyWorkshop 2: 11:10 - 11:45 First Call Resolution iiNet Garry JonesWorkshop 3: 11:50 - 12:25 callcentres.net Australia & New Zealand Contact Centre Industry Benchmarking Reports 2010 - Dr Catriona Wallace Benchmarking Results
12:30pm Lunch
1:30pm Love Your Work - Clinton Jones 2:15pm Managing Through Disaster - Trish Keith, General Manager Customer Services, Telecom3:00pm Afternoon Tea3:30pm Creating Urgency & Passion in your Contact Centre4:15pm Wrap Up4:30pm Close and prepare for CRM Awards6:00pm CCiNZ Contact Centre & CRM Awards
PanellistsBarbara Horne, BNZAndrew Walmsley, Housing New Zealand CorporationNigel King, Auckland City CouncilDougal Swift, AA