With an impressive career spanning three decades in diverse leadership roles across various industries, Kanaris brings a wealth of experience to CCNNZ and will guide the organisation to even greater achievements. Elias Kanaris brings a unique blend of expertise, having not only dedicated years to the contact centre industry but also demonstrated his commitment to the non-profit sector. With a successful history in executive leadership, mentoring CEOs, and assembling high-performing teams, he has led a services-oriented non-profit with over 20,000 members across 20 countries. Renowned for his profound understanding of the contact centre industry and the unique dynamics of membership associations, Kanaris is well-positioned to lead CCNNZ in realising its vision of becoming the preferred association for contact centre professionals. His vision includes reintroducing networking events, focus groups, and educational pathways to empower members with the latest industry insights.
Kia Ora Koutou,
I am Hayley and I am a firm believer that Contact Centre’s are the hidden treasure of all organizations! I am a proud advocate of the Contact Centre Industry and all it has to offer.
My Contact Centre Journey started over 14 years ago and in that time I have worked as an Agent, Trainer, QA and currently I am the Quality Assurance & Training Team Leader at DuluxGroup.
In the last 10 years I have specialized in Quality Assurance & Training (a field I never knew existed) until joining the DuluxGroup Contact Centre.
I am passionate about sharing knowledge, networking, training/coaching, people development and customer experience.
I look forward to hearing about you and your experiences in the industry and how we as a community can support each other.
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.
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.
After working in senior leadership roles in financial services, I started Great Outcomes to support and assist contact centres throughout Aotearoa in 2001. As a consultant I’ve been engaged by many of New Zealand’s contact centres. The last five years has brought tremendous change, introducing hybrid work-from-home practices as well as increased automation and self-service capability. I’ve been very deeply involved in that change through assisting clients to migrate their contact centres to cloud applications.
I’ve lived in Tamaki Makaurau almost all my life with a brief stint overseas and am lucky enough to have a very capable wife Sonja and three great children. I’m excited to be on the Committee and look forward to bringing experience to share with all members.
With 13+ years of experience working at Genesis, I have a passion for development and growth of people in a Contact Centre environment.
I lead our Inbound Sales Team based in our Hamilton offices, and have moved up the ranks since starting as a CSR in 2009 when we were outsourced by Sitel. During my time I have held a Senior CSR role, was a Team Leader for 9 years, and have been involved in many projects.
With a track record for forming and developing high performing teams, I have played a part in the development of several of our current leaders in the business.
The Contact Centre provides a disciplined, fun, structured environment where our people can grow and develop, and give them the tools to provide exceptional service including a thorough end to end sales experience.
I love the in-office culture, where people can learn from each other and provide support to achieve successful outcomes, and have enjoyed the flexibility that work from home has now given the industry, where we have been able learn new work habits.
I enjoy having opportunities to build long-lasting networks and learning from others in the industry.
In my spare time, I enjoy spending time with my wife of 14 years, and our 3 children, where our weekends are often spent supporting local sporting groups.
My first ‘proper job’ was in a Call Centre back in the 90’s selling telecommunications equipment for one of Europe’s largest distributors, it was an amazing time to join the industry, the technology was just taking off and I was fascinated, I really caught the bug. From there, I’ve provided equipment, services and consultancy to Contact Centres of all sizes, from 5 to 2000 agents, from headsets to Artificial Intelligence (AI), Consulting and Customer Pathway Mapping and even hold a patent for a security device. I’ve been lucky enough to be asked to present both live in person and on webinars to audiences interested in new technologies and how to deploy them, and am a passionate supporter of developing both the Customer and the Agent Experience in the knowledge that if you look after your staff they’ll look after your customers.
With customers ranging from startups and SMB to Enterprise, sales to debt collection, Local and National Government, Police and even Buckingham Palace (yes, there’s a call centre in Buckingham Palace!) I have amassed a wealth of experience across the industry over the last 25 or so years - good grief, has it been that long?
I was born in Yorkshire and moved to Auckland in 2014 to deploy in-cell technology in prisons and retain a passion for improving the futures of people in the system. I enjoy spending time with my family, our dogs and sheep, trail running, I’m Event Director at Cornwall Park parkrun, motorcycling and classic cars.
If you think I can help, I’ll be delighted to hear from you, please get in touch.
Candice is a highly-motivated, solutions-focused and passionate customer champion, she utilises her broad CEX and contact centre experience to create tailored cloud solutions.
Her Achievements: - 2021 Pet.co.nz Westpac Auckland Business Awards Winner ‘People's Choice' - 2021 PETstock AU/NZ 'Business support person of the month' - 2019 CCiNZ 'National Contact Centre Manager of the year finalist' - 2019 CRM 'Gold award - Live Chat' - 2019 CRM Industry Sector Awards - 'Customer Support Services finalist' - 2018 CRM 'Silver Award - Live Chat' - Fisher & Paykel 'Top 6 Contact Centre Call Quality Award' - Natwest Bank 'Outstanding Achievement Certificate' - British Telecom 'Certificate for Outstanding Work'