CCiNZ Newsletter – February 2013

This month’s newsletter features:

  • CCiNZ Snapshotz monthly bites – Chch, Wgtn, Akld
  • What’s news
  • Top 10 Contact Centre Trends 2013


Dear CCiNZ member,

CCiNZ Snapshotz Monthly Bite Feb – Site Visit ANZ
Pick up 5 key strategies to employ in your centre for 2013 and hear how the ANZ bank has dealt with the challenges of 2012 and preparing to meet 2013. You will hear from Samir Costello winner of the CCiNZ contact Centre Awards as he leads the team into 2013 what makes for customer satisfaction. Steve Miller from absol will share his “Global Takeaways” from USA and Australian contact centres. Click on the links below to register.
Wellington – 20th Feb 8:45am
Christchurch – 20th Feb 5:00pm
Auckland – 21st Feb 2:45pm

What’s news
We have been busy hun
ting down new news about what has been happening in the Contact Centre space.  You can find recent news updates on our website. Some of the more recent articles include Fairfax Australia moving their Contact Centre to what Air NZ is doing with its Contact Centre.

Top 10 Contact Centre Trends 2013
The Contact Centre is going through an exciting and speedy transformation, quite unprecedented in its long history. Emerging technologies, changing consumer behaviours, and fierce competition present new challenges and exciting opportunities for managers.

The gap between customer expectations of phone-based support and reality is greater than ever. Over 80% of people prefer a phone call for customer service, but only 8% of them feel the service they receive is ‘excellent.’

Be sure to read the following list of Contact Centre trends that will help shape your support strategy in the coming year and beyond.

Click here to read the full article.