Committee

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 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.

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.

I am an experienced people leader bringing with me my high street and luxury retail experience from the UK and contact centre experience in the front line and leadership in New Zealand.

I’m an advocate for understanding what makes people excited about their role at work. Having time to grow and lift my people and my team’s performance in an authentic way, whilst providing empathy and having challenging conversations is very rewarding.

The best part is seeing them flourish in their roles and taking the next steps, whether this be a natural next step or something they’ve worked towards.

I’m excited to support the NZ industry within CCNNZ, I believe Contact Centres are a great starting block to gain confidence and learn great communication skills and they provide the opportunity to gain continuous learning opportunities to grow and understand career paths.

I have spent majority of my career in luxury hotels. I am passionate about bringing the same level of service to call centres.

I have a history of cultivating and maintaining win/win relationships. I can communicate easily with both staff and customers with a credible style that makes them want to do business. In my current role I find innovate ways to develop and motivate my team. I enjoy creating a family like team culture where we support each other and hold each other to high standards. I have included my top 5 values below which I strive to live by and hope to bring to the CCNNZ Committee.  

1. Passion and Purpose – to love all areas of my life and do everything with intent and purpose.

2. Self-awareness – continue to prioritise and reflect. I think as commitee members, it is important to do this for CCNNZ.

3. Vision – important to know where I am going and re-evaluate if need be. I'd like to be a part of improving the positioning of CCNNZ with our stakeholders.

4. Creativity / Courage / Self-respect – make my own rules, challenge the status quo and be myself.  

5. Leadership – authentic, personalised, innovative, people focused, have a vision, solution focused.  

I want to learn from the industry experts, nurture new talent and build a community where we can support each other.

My name is Patrick Caudle and I have been in contact centres for the last 10 years and prior to that frontline retail leadership roles for over 20 years.

What gets me out of bed every day is seeing people grow and develop new skills, plus building strategies to improve the customer experience.

I have led teams of over 100 people across a range of channels including phone, email and social media, which has included winning the supreme CRM award for contact centres over 50 heads and also for the last 4 years the social media award.

More recently I have supported the CCNNZ committee with sponsorships and a range of other projects.

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.

Nga mihi

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.