SkyCity 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