Committee

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.

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. 

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. 

NZ is so small – and yet influential on the world stage. 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 have been in the Industry for some 25 years across multiple sectors. I am currently managing a small Contact Centre for Pinnacle Midland Health in Hamilton. I am passionate about the value contact centre brings to the organisations they serve. I highly value education within our sector as a means to support our people to be the best they can be. . In my “other life” I am happily married to Dave, and between us we have eight (grown up) kids and  fourteen precious grandies. Family time is treasured. We are mad Hot Air Balloonists and involved with the Waikato Hot Air Balloon Club. I am also a Casual Ambulance Officer – both a privilege and a challenge, working across the Waikato both Frontline and at Events.

I have worked in the Contact Centre Industry for over 25 years. I have worked for various companies across the UK and NZ -  O2, Westpac NZ, Chorus and more recently Hato Hone St John.

I am super passionate about Customer Experience!

I love contact centres, I have worked in contact centres nearly all my working life, and just love it.

One of the things that I am really excited about is that the contact centres are the space where people learn the most about organisations, how well a contact centre is able to answer a customer enquiry shows how much support the team will have from the organisation. Contact centres are evolving every day, technology is something that you just need to keep up to date with. Customer expectations change and its always exciting to be able to develop strategies to meet these.

I am passionate about the development and wellbeing of the teams I lead, and I am always on the lookout for a new way to motivate and engage our teams.

Its important to be able to support the contact centre industry to ensure the success of our future agents, support teams and leaders.

I am Sarah Poxon, living in Auckland and I am a busy working mum to two children Oliver and Mia. Originally from the UK, my passions are helping, developing, and leading others to recognize their potential and to go and achieve their goals.

I have 20+ years (with 15 years in NZ) of working in operations/sales/coaching/training/communications and mentoring across many industries and practices. I have had many roles in management and leadership at different levels.

My current role is service experience manager for GoSee. GoSee is an online travel agency for motorhome and vehicle rentals around the world. With an increase in demand for travel, understanding our customers is key to a positive repeated experience.

I value genuine individuals as well as honesty, simplicity, laughter, and respect for all.

I am looking forward to meeting you to share our learnings/experiences within the network and supporting you within your contact centre career and teams.

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.

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.

Natasha is a strategic thought leader who has spent the last many years building, scaling and transforming businesses by being a strong thought leader and change creator. Having worked heavily in finance and technology as a people leader and strategic planner, Natasha has a passion for how technology and EQ can be used to create environments where people can find and become the best versions of themselves and having started her corporate journey at a call centre, she’s passionate about just how important the contact centre environment is both organisationally and for the people that work in them.

Natasha is also the chairman for a not-for-profit, Claddagh Haven Trust which is focused on unlocking the world for adults with special needs to be able to live out in the community in a way that serves them best. She is the mother of 4 adult children and can often be found on the weekends somewhere around Te Waipounamu camping with her husband and friends or pretending the world doesn’t exist with her nose in a book.