CCNNZ Newsletter – June 2020

   Doing what’s right           Passion            Respect diversity        Walk the talk

If you are interested to understand or explore how intelligent process automation can help your customer service team deliver better customer experience, then this webinar may be of interest for you to attend. During the webinar we’ve organised in partnership with Customer Contact Network New Zealand (CCNNZ), you’ll learn about how you and your team can:
• deliver enhanced customer experiences in your contact centres by offloading repetitive tasks from your frontline agents, and allowing them to focus on customer relationships
• keep on top (and ahead) of your ballooning interaction volumes by automating task work for every agent

Webinar: Thursday 25th June, 2-3pm – REGISTER HERE
Join the Team at CCNNZ
We are welcoming new Committee members and would love to have you share your passion and experience with us. 
Send us your Application Form or email us for further details.
CCNNZ Annual General Meeting:
Thursday 16th July from 4pm at Mercury, 33 Broadway, Newmarket, Auckland 1023

Are you looking for passionate and dedicated contact centre agents?
CCNNZ sponsored by MSD and assisted by our partners LearningPlanet and Phone Plus have been able to celebrate some awesome successes achieved so far with the Contact Centre Online Training Course.

This was specifically designed and tailored to provide a sustainable platform to retrain our COVID-19 impacted workforce to get them ‘employment ready’ for a role in a contact centre or customer service type environment.

We are incredibly pleased and proud to report that we have already placed an outstanding 67% of our graduates from our 1st group with the 3 remaining groups completing their course by the end of this month. We are now looking for employment opportunities Nationwide for them.
So if you have any roles coming up soon or in the near future that you would like filled by one of our graduate superstars, then please reach out to our team

Please be quick as they are hot property. They are strongly motivated having dedicated 4 solid weeks of their own time to study to progress themselves for an opportunity in one of our centres.


3 Soft Skills to Master
It doesn’t matter what line of work you’re in, you need soft skills to be successful on the job. Technical skills are of course necessary in any job; whether you’re an electrician, a real estate agent or an accountant, you need specialist skills, an understanding of the laws surrounding your field and, in some cases, to be licensed or registered. But when you have those technical skills, what’s the difference between you and the next person with the same set of expertise? What makes customers or employers choose to work with you over someone else? Read more
Opportunity to Sponsor a CCNNZ Award
Our Awards open on Monday 6th July and we still have some Awards available to sponsor, so email us for further details
Lotto NZ: How did they handle a 600% increase in call volume during lockdown?
Pre-COVID-19, Lotto New Zealand was a 100% on-premises contact centre, with a small group of agents handling voice and email enquiries. This all changed astonishingly quickly with lockdown.
Read our latest Enghouse Blog ‘Challenges and Benefits from Lockdown and After: How Managers are Adapting to a Remote Contact Centre’ to learn from Lotto New Zealand’s experience.