CCNNZ Conference

23rd September 2022

Hilton Hotel


CCNNZ Conference 2022
A conference for New Zealanders, by New Zealanders

This year the team at CCNNZ has focussed on a conference that will help New Zealand workplaces in the current climate. We have inspirational keynote speakers and an action-packed interactive day helping to tackle some of the burning issues New Zealand workplaces are facing today.

The day will be hosted by motivational speaker and comedian, Terry Williams.  Terry has many years of experience in hosting corporate events and professional speaking engagements.  Terry’s unique approach will ensure a few giggles throughout the day while being informative and engaging.

2022 Conference Agenda

Click here to register for the conference

CCNNZ ConferencE Speakers


The following companies will be exhibiting at our 2022 CCNNZ Conference.  We have now sold all available exhibitor booths at this year’s conference, please contact us if you would like to exhibit for 2023.  

It is not too late to book a ticket to the conference, click here to register.


A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries.

Mitel is #1 globally for Private Cloud, #1 UC in Europe and #2 UCaaS worldwide. We are the only communications company that spans the UC, UCaaS and Contact Centre Gartner Magic Quadrants.

Mitel was one of the first cloud technology providers to partner with Google Cloud to transform the customer experience. Previously, the companies announced they would draw upon Mitel’s deep contact centre expertise to create smarter contact centre AI solutions with Google Cloud’s AI and machine learning technologies.

For more information, go to


Great Outcomes

Since 2001, Great Outcomes has been a dedicated partner of New Zealand’s contact centres. We are totally focussed on providing the best contact centre applications to transform your business. Wherever you are in your contact centre development, we can recommend a shortlist, assist with execution, or optimize your existing system. Great Outcomes will guide your transition from legacy contact centre to a highly functional digital platform and greatly improve your customer and agent experience. We gain a clear understanding of your needs, present the best solution, then build trust and confidence through proven delivery methodologies.

Are you ready for a cloud Contact Centre for your business? Reach out. Let Great Outcomes help you. 

Our partners include:

8×8 | Aircall | Avaya | Dialpad | GoTo | Ivinex | MaxContact | NICE | RingCentral | Talkdesk | ujet | Vonage |  Zoom

For more about Great Outcomes, visit our website now:




Enghouse Interactive

Enghouse (“Enj” house) is a long time sponsor of CCNNZ from when we used to be Zeacom. Now under the umbrella of international best-selling contact centre brand Enghouse Interactive, we continue to design and build our award winning contact centre solution right here in Auckland – and we successfully market it all over the world as well as NZ. We still turn to our NZ customers and friends for ideas and feedback, and we will be delighted to hear from anyone interested in getting in touch.

From smart analytics and omni-channel to self-service, Cloud, video, automation, bots and AI, the way that CX is delivered and measured has taken a phenomenal leap forward recently.  Come and talk to us about your evolving needs and find out we can help you address these with today’s technology.

To learn more about Enghouse and what they do click on the link below:

Chandler Macleod New Zealand

Chandler Macleod New Zealand is based throughout New Zealand, specialising in Contact Centre and Business Support recruitment services.

As part of RGF Staffing APEJ, one of the world’s largest HR services providers, operating throughout Australia, Hong Kong, Singapore, and New Zealand, we are truly locally experienced, and globally supported.

  • We’re in the business of understanding how people tick.
  • We’ve been digging deep into people’s needs and motivations since 1959.
  • To uncover the ‘BestFit™’ for employers and job hunters alike.
  • Looking beyond the CV’s and JD’s.
  • Matching candidates to jobs that bring out their best.
  • Discovering people that can make businesses boom.
  • We’re a team of flexible thinkers and detail obsessors.
  • Who believe that the right fit can lead to a happier life.

Because when you really get people, you really open up a world of opportunity. We are Chandler Macleod. We get people.

The Skills Organisation

The Skills Organisation is committed to workplace capability.  They work with the Contact Centre industry to help people in the workplace gain recognition in the form of qualifications for the work that they are doing.  Skills has had a long association with this sector as an Industry Training Organisation (ITO).  In this capacity they have developed unit standards and qualifications that are nationally recognised on the New Zealand Qualifications Framework.  They provide assessment programmes that formally measure how workplace training reflects the competency requirements of selected qualifications.

You are learning while you are working.  You are learning when you do product training.  You are learning when you are having coaching sessions with your team leaders.  You are constantly learning on the job when you face new situations that you need to deal with.  Skills Assessment Resources provide you with the opportunity to reflect on what you know and put it into a framework that can be measured, and you can be awarded a qualification.

Skills have qualification pathways that reflect the career growth that happens with a Contact Centre.  As you move through your career you can gain more qualifications that reflect the work that you do.

These qualifications are listed below:

New Zealand Certificate in Contact Centre Level 3 version 2

This qualification measures fundamental skills for working in a Contact Centre environment.

Delivery is via Skills Assessment resources (workbooks) and will soon to be available as Online learning and assessment modules.

Topics covered in the assessments include:

  • Health and Safety in the workplace
  • Emotional and mental wellbeing
  • Building effective relationships
  • Legislation relevant to the Contact Centre environment
  • Product and service Knowledge
  • Customer Knowledge
  • Technology and systems used in a Contact Centre
  • Customer Service Techniques
  • Quality frameworks
  • Challenging Interactions

New Zealand Certificate in Business (Introduction to Team Leader) Level 3

This qualification is ideal for people who are new to team leadership or have the potential to be appointed to a team leader role.  There are no entry requirements, however the learners must have access to workplace processes and procedures for team leaders.

Delivery is via Skills Assessment resources or workbooks.  There are three modules:

  1. Apply principles for effective team performance within a team.
  2. Develop objectives for a team.
  3. Describe and compare different styles of team leadership for a business entity.

New Zealand Certificate in Business (First Line Management) Level 4

This qualification is a great professional development option for experienced managers. It focuses managers on the skills they need to draw out the best in their teams, to communicate effectively with stakeholders and how to create culturally inclusive environments.  This qualification is designed for those who are already managing a team.

Delivery is via Skills Assessment resources or workbooks.  There are two modules:

  1. Manage a team to contribute to a business entity’s objectives.
  2. Manage workflows.

New Zealand Certificate in Project Management (Level 4)

As part of daily workplace activities, staff work on the planning and delivery of projects to improve business practice and processes.  This qualification is for anyone who is working in a broad range of support roles as a project team member and takes responsibility for some parts of a project.  Skills define a project as a one-off event that leads to business-as-usual.

Delivery is via a Skills Recognition process. 

  • You complete a self-assessment describing the project and your role with it. This includes a verification statement from your manager.
  • You complete an evidence portfolio that supports the planning, execution, monitoring and control and closing of a project.
  • You take part in an assessment discussion to clarify the evidence you have provided.

For more information and to speak with someone about how you can take part in this journey click on the link below:


Madison was established in 1998 and is now a wholly owned subsidiary of the Accordant Group, New Zealand’s largest recruitment company and the only in our industry to be listed on the NZX. Madison’s vision, values and culture have built an award winning brand that is recognised for both quality and value. The way our people do business is best described by our company vision; ‘delivering the right people with care, energy and innovation’.” We operate across seven key locations in Auckland Central, Auckland South East, Hamilton, Tauranga, Wairarapa, Wellington and Christchurch. We are Contact Centre recruitment experts and pride ourselves in the delivery of end-to-end permanent, temporary and contractor recruitment solutions for not only entry levels roles but also senior and executive positions in almost every sector.

Nice CXone

Customer Engagement Solutions – Perfecting Customer Experience

Deliver effortless, consistent and personalised customer experience.

Nice CXone delivers a comprehensive Agile Customer Experience solution for your customer service on the world’s #1 cloud native CX platform, providing a digital-first, hyper-personalised and adaptive environment for both consumers and employees.

To learn more about Nice CXone and what they do, click on the link below:


Phone Plus



COPC Inc. advises leading brands throughout the world to deliver strategy, program development, and implementation services to improve operations that support the customer experience. COPC Inc. helps companies increase sales, improve customer satisfaction, and build brand loyalty by addressing root causes of customer issues and better managing complex customer journeys. COPC Inc. specialises in customer experience operations, call centres, quality, vendor management, procurement and strategic sourcing.

Founded in 1996, COPC Inc. began by helping call centres improve their performance. Today, the company is an innovative global leader that empowers organisations to optimise operations for the delivery of a superior service journey.

Ringa Hora Services

Ringa Hora is one of six Workforce Development Councils (WDCs), established as part of the Reform of Vocational Education (RoVE).

We represent the Service sector, which includes: Aviation & Airport; Business & Professional; Cleaning; Contact Centres & Industry Support; Financial & Advisory; Government, Security & Defence; Hospitality & Food; Real Estate & Rental; Retail & Distribution; and Tourism & Travel.

We want to give industries greater leadership and influence across vocational education. We aim to work collaboratively to build a strong, unified, sustainable vocational education system that is fit for the future of work and delivers the skills that learners, employers, iwi, hapū, and communities need to thrive.


Talkdesk® is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability.