I bring 30 years’ experience in international contact centres and NZ Contact Centres in all aspects of operational design from EY consulting setting up some of the country’s largest contact centres through building a number of successful training companies for the industry.
I have held all roles of a contact centre from starting as an agent through to Team Leader, Centre Manager, Operational Manager then on to the first Contact Centre consultant for EY in the 90’s setting up industry centres.
I have worked on several panels over the years for NZ government agencies where we have set up industry bodies such as CCNNZ which I was active in setting up 10 years ago and other groups to bring contact centre business to NZ for follow the sun business ventures.
As well as contact centre industry, I have extensive international business experience building and selling successful organisations such as LearningPlanet that is now used in 130 countries and managing teams and customers.
Currently I run a number of different businesses, as well as being an international mentor, MC the CRM awards for the last 11 years, published author of both business industry books and children’s books, public speaker and family man.
I believe after the turbulent few years we have had that have rocked the industry I have enough industry and business knowledge to help steer the CCNNZ in a correct direction of strength and success for the coming years.
I am an experienced Customer Service Manager with award winning track record in Contact Centre management with a very strong focus on the People and the Customer experience in financial, business and consumer product centres.
Now semi-retired, I am enjoying life in Hamilton and still very involved in the industry by being on the CCNNZ committee, a mystery caller for the CRM Awards and a contract Assessor for Skills.
My passion is allowing learners to grow their skills by gaining relevant qualifications in the Contact Centre, Business and Leadership areas.
In 2022 I am also managing the CCNNZ Awards ensuring Contact Centre STARS are recognised for their excellence.
Patient Access Centre Team Lead
Pinnacle Midland Health
I have had 16 years experience leading staff to deliver quality outcomes in the Public Sector and thrive in an environment of change and challenge.
I am currently a Team Lead, in the Patient Access Centre for Pinnacle Midlands Health.
My great team of Patient Service Representatives manage Medical Reception calls for a number of General Practices in the Midlands region.
I am passionate about training and learning within our sector and have been involved in the development of the Contact Centre Qualification through the last three reviews. Volunteer work within our sector assists me to learn and grow, and keep current.
In my “other life” I am happily married to Dave, and between us we have eight (grown up) kids and twelve precious grandies. Family time is treasured. We are mad Hot Air Balloonists and committee member of the Waikato Hot Air Balloon Club. I am also a volunteer Ambulance Officer – both a privilege and a challenge. I complete two half shifts per week out of Te Aroha Ambulance Station, and Dave and I do occasional event work together.
Serving on the CCNNZ Committee is a privilege and an opportunity to support/represent small Contact Centres, and encourage greater networking and learning opportunities. I believe that we have much to learn from each other and that active networking is critical to our individual and collective success. It is important that we maintain our links to each other, and network here and abroad to ensure we present our “best selves” and continue to grow personally and as an Industry. This year I have fulfilled the role of Secretary for CCNNZ, updated my EMT qualification and completed certificates in Medical Reception and Terminology.
We operate in a small country – even small steps taken to stop duplication of effort/reinventing the wheel represents both a corporate and economic gain. So often a Contact Centre Manager is a unique role in an organisation. Through CCNNZ I have found listening ears, and guidance when I needed support. I value the opportunity to share that with others.
I am currently with Tower Insurance and look after the contact centre. Before that, I worked 12 years at Paymark as Head of Customer Care.
My expertise is generally in people management and customer service. In two of the companies I used to work with – Philippine Airlines and Globe Telecom, Inc. – I headed the department handling customer complaints and claims. I also have Sales and Marketing experience, having been an Area Head for Metro Manila Business Centres during my stint in Globe Telecom. Before moving to New Zealand, I was doing consultation work and training because I enjoy sharing my knowledge and skills with more people in various industries.
My specialties include People Management, Customer Service, Claims Handling and Negotiation, Training and Development.
Derek Good has been in management roles since 1994 in the UK and New Zealand and is a director of LearningPlanet. He works with senior managers and front line leaders to help improve communication and service delivery. As a facilitator of LEGO Serious Play, Team Management Index and a variety of other techniques, Derek facilitates training workshops, speak at events and MCs functions.
Derek is also the chairperson for the children’s charity – Feed the Need and sometimes masquerades in front of camera and as a voice over artist. Derek has authored seven books including: Practical Leadership, Leading a Team, Coaching and Feedback Made Easy as well as books on Sales, ROI and Activities. His eldest daughter is Ashleigh Good, one of New Zealand’s most successful supermodel exports.
Laurie worked for The Startel Group for 14 years and was organiser of their Awards from their introduction in 1997 until the closure of Startel in October 2003. Following that, Laurie purchased the license to continue with the CRM Customer Service Awards and associated mystery shopping programs under her own company, CRM Consulting Limited.
The CRM Contact Centre Awards have gained considerable momentum over the last 17 years with more companies realising the importance of providing their customers with superior customer service, and Laurie is well known within the NZ Contact Centre industry.
She was part of the inaugural set up of CCiNZ (now CCNNZ) and has been closely involved with them since then, most recently being part of the Advisory Board.
I am an energetic strategic leader with expertise and success in leading Contact Centre teams to achieve all aspects of business including lifting leadership capability, growing team engagement, increasing customer service attributes and revenue growth.
I am a passionate advocate for Contact Centres as a career (mine began in 1997) and wish to support the NZ industry within CCCNZ. I wish to nurture, shape and secure the future of our industry in New Zealand. Contact Centres are the heart of any organisation, and we can do more together to implement people and technology led initiatives that transform profits, delight Customers, all the while navigating the new world of automation and AI.
I started the Taranaki Contact Centre Consortium (loosely named), with the small number of CC’s we have here, to support each other. I was until recently Deputy Chair, Trustee, and ex Chair of A&R for Taranaki Futures. Taranaki Futures links educators, families, whānau and industry to smooth the pathway from education to employment.
We are as passionate about our industry as you are and work hard to deliver the organisation’s business plan every year that is robust enough to meet the ever-changing needs of our industry – all while doing our day jobs!
It is fair to say the job is not for the faint hearted, but we firmly believe that if our industry is to grow and meet business demand, then we need to be on hand to provide a stable platform for our members to meet, engage, support, learn and network with each other.
Our team work hard to bring you events, special initiatives and of course the annual CCNNZ Conference and Awards.
What better way is there than to give back to the industry you have made a career from?
We are always happy to have more Committee members! If you are interested in becoming part of our
team of fantastic contact centre professionals, email us to learn more – email@example.com