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Jun 12, 2018

Innovative Customer Experiences in a Laundromat

Innovation can happen anywhere, even in a Napier laundromat! Read this piece of interesting news by clicking here

   
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Jun 05, 2018

Gov't Launches Nationwide Sexual Harm Helpline

The Minister of Social Development, Carmel Sepuloni, has said that Safe to Talk He pai ki te korero will give people the opportunity to seek free. anonymous and confidential support. Read more of this article publishe in contactcentreworld.com  by clicking here

   
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May 23, 2018

Medical Assurance Society Gains Clean Bill of Health with Promapp

Medical Assurance Society (MAS), a NZ membership-based society that provides a range of financial and business advisory services, has started to deploy Promapp's cloud-based business process management software to support its business transformation programmes.Click here to read more.

   
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May 17, 2018

VoiceFoundry Expands Global Deployment of Amazon Connect Services

VoiceFoundry, a principal provider of cloud-based contact centre solutions, announced that it is now expanding services for Amazon Connect to Australian and New Zealand businesses. Read more by clicking here.

   
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Apr 05, 2018

150M Under Armour MyFitnessPal accounts breached

The stolen data includes account user names, email addresses and scrambled passwords for the popular MyFitnessPal mobile app and website. Read more here.

   
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Mar 28, 2018

Probe Group Enters Agreement to Acquire Salmat Ltd's Contact Business

Click here for media release from Probe.

   
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Mar 22, 2018

Small Contact Centre, Big Outcomes

Student Job Search Aotearoa has a Wellington-based contact centre that's punching well above its weight - connecting student candidates with potential employers. This article was published on nzbusiness.co.nz and you can read it by clicking here.

   
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Mar 15, 2018

Man allegedly called 'f***wit' in customer service blunder

A salesman has allegedly been recorded calling a customer an expletive over the phone after thinking he had hung up. Read more of this story from NZ Herald by clicking here.

   
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Mar 08, 2018

No Customer Service Centre Closures

Contrary to reports in the New Zealand Herald, Auckland Council is not closing customer service centres. Read more by clicking here.

   
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Mar 01, 2018

Enghouse Interactive Receives 2017 Cloud Computing Excellence Award

Enghouse Interactive has announced that its contact centre as-a-service offering, Contact Centre: Service Provider (CCSP), has been awarded the 2017 Cloud Computing Excellence Award by Cloud Computing Magazine. Read more here.

   
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Feb 26, 2018

New Vendor Entering NZ Contact Centre Market

Last month CCiNZ was contacted by NZ Trade Connection to assist them with exploratory discussions for a possible new entry into the New Zealand contact centre market.

Although we can’t yet mention the vendor’s name due to the current commercial sensitivity of this, the potential new business is the leading cloud-based, multi-channel commerce platform for small and medium-sized businesses. Based out of Canada, they are looking to set up a technical support contact centre to complement their 24/7 ‘follow the sun’ model they currently deployed in Canada, USA and Ireland.  With over 3,000 existing staff, they expect to increase that by another 2,000 this year alone, and they are looking to employ many of those here in New Zealand solely via their ‘work from home model’.

CCiNZ talked to the potential vendor at length around both the excellent opportunities and the realistic challenges that we all face as operators within our industry. This was especially around recruitment which will be a significant contributor for them to achieve their goals. CCiNZ was able to introduce the vendor to our sponsors and partners who specialise in the ‘working from home’ space along with our key organisational partners within the industry to assist them with their scoping phase.

This could be a great coup for New Zealand! They are wanting to provide a clean, green and sustainable operating model which will provide a very large number of jobs for our industry. They are extremely eager to be a part of CCiNZ and align closely with our practices. We’ll keep you updated with their progress over the coming months.

 

   
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Feb 19, 2018

ANZ planning to send jobs to Manila

Last week, Stuff.co.nz published an article regarding ANZ planning to transfer around 40 jobs from its Wellington office to Manila. These are mainly in the collections team and contact centre. Read more here.

   
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Feb 08, 2018

Will this be the year chatbots take on customer service?

Kiwi conversational engagement start-up company, Ambit, says that this is the year chatbots will rule. Read more of this article published by Techday. Click here.

   
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Jan 15, 2018

Datacom creating jobs for Australians

Datacom recently announced that they have entered into a 3-year contract with Australia's Department of Home Affairs to provide client enquiry services. To read more about this, click here.

   
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Dec 14, 2017

Celebrating 100 Years of the Erlang Formula

For those in the contact centre industry, the Erlang Formula is a familiar word used especially in workforce management. Read more about it here.

   
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Dec 13, 2017

Tweets Increase on Black Friday

Although this happened in the UK, it was very much a trend that also occurred worldwide. Read more by clicking here.

   
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Nov 14, 2017

Orcon to close Manila call centre, re-establish in NZ

Good news for our contact centre industry! Orcon is bringing back its call centre operations to Auckland. Read more here.

   
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Nov 02, 2017

Global Recognition for Kiwi Tech Company in Vienna

NZ-based IT company, The Testing Consultancy, recently won two prestigious awards at Europe's largest software testing conference. 

The Tricentis Accelerate Conference, which was held in Vienna last week, saw the company win the Best Global Customer Implementation award in recognition of its work for global oil and gas giant, ExxonMobil. The Testing Consultancy (TTC) was also named as the Tricentis Best APAC Services Partner for 2017, mirroring the award the company received in 2016. 

TTC is a niche software testing practice, consulting to corporates in the oil and gas sector in the US, the financial sector in Singapore, and various telco's, government departments and utility companies in New Zealand. With over 130 staff operating out of offices in Auckland, Wellington, Houston and Singapore, TTC is growing quickly and is soon to be opening an office in Europe. 

-reprinted from article written by Serena Benson, 25Oct17

   
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Oct 19, 2017

Make the Contact Centre "Your Foot in the Door"

Here's an inspirational article written by a recent graduate from the Manukau Institute of Technology (MIT). Have a read by clicking here.

   
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Oct 05, 2017

Datacom Announces Wellington and ACT Team Lineup Changes

Datacom is making some changes to its senior executive lineup, with a focus on A/NZ Federal Government Practice. Read more here.

   
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Sep 04, 2017

"Bare Bottom Hippo" and Other Bizarre Christchurch City Council Call Centre Queries

Recently published in ContactCentreWorld was this article on some bizarre queries received by Christchurch City Council's call centre. Click here to read more.

   
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Aug 20, 2017

Industry Notification from Skills

Every five years, New Zealand qualifications are reviewed to ensure the qualification is still fit for purpose.

Skills is in the process of preparing for the following Contact Centre qualifications for their periodic review.

  • New Zealand Certificate in Contact Centres (Level 3) [Ref: 2303]
  • New Zealand Certificate in Contact Centres (Level 4) [Ref: 2304]

To find out more about the review process and how to have your say, please click here - Skills Reviews Contact Centre

   
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Aug 17, 2017

Winners of Concentrix Unitec Student Scholarship Programme

Concentrix has recently announced the winners of their scholarships! Click here to read their press release.

   
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Aug 02, 2017

Emerging Mobile Technology Can Tackle Social Engineering Fraud

A new technology could eradicate slow verification processes on banking and mobile apps, putting a stop to social engineering issues. Read more by clicking here.

   
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Jul 17, 2017

Aussies Still Prefer People to Chatbots

It probably isn't news for most, but a recent report shows that Aussies still have a preference for human contact. Read more by clicking here.

   
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Jul 03, 2017

Talking your way to a career - how a call centre job can get you on your way

In case you missed it, we are publishing the interesting article on how a call centre job can start careers. This was on stuff.co.nz and you can read more by clicking here

   
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Jun 28, 2017

Contact Centre 2017 Infographics

Check out the latest data of infographics for contact centres, provided by our sponsor, Skills. Click here.

   
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Jun 20, 2017

Fairfax Brings Back Manila Call Centre to Palmerston North

In case you haven't read this interesting piece of news yet, click here.

   
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Jun 13, 2017

NZ Needs to Move Faster In Embracing Technology

A leading Kiwi tech expert has slammed New Zealand's slow progress to embrace technology. Read more here

   
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Jun 06, 2017

Tech Company to Open Up Call Centre in Auckland

Human resources IT company, Workday, plans to open an international call centre in Auckland, creating up to 140 new jobs.

Read more about this by clicking here.

   
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May 26, 2017

ACC to shut Auckland and Wellington call centres

Around 87 staff will be affected by ACC's plan to shut down Auckland and Wellington centres. Read here.

   
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May 04, 2017

CCiNZ Enghouse Interactive Sponsorship

CCiNZ is proud to have Enghouse Interactive as its latest Bronze Sponsor! Read more about it here!

   
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Mar 13, 2017

Excellent Customer Service at the Heart of Mercury

When a company goes through a rebrand, there’s one big question: how do they put this new approach into practice and bring it to life for their customers?

For Mercury, who had involved their customers in the creation of their new yellow brand, a significant part of the answer rested on the customer experience, and Mercury’s Contact Centre staff, who talk to their customers every day.

The picture below shows NZC CC L3 Alignment Pilot class graduates. They actually all completed in December and the CEO was there to award all 30 trainees with their certs and the next co-hort of 16 complete next month, with another co-hort set to enrol in May. Read more about it here.

 

mercury

   
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Mar 10, 2017

Weight Watchers Announce New Contact Centre Technology Partner

Weight Watchers Australia and New Zealand today announced a partnership with contactSPACE, the Cloud Contact Centre for Business, to unify its contact centre solutions across both countries. Weight Watchers provides both on-line and group coaching to ANZ and is a leading provider of Weight Loss & Healthy Lifestyle wellness programs across the region.

 Weight Watchers undertook an extensive international search for the right solution. According to Belinda Dimovski, Director for Customer Experience at WW Australasia, the combination of contactSPACE’s best in class technology, and nuanced understanding of our customer-centric philosophy made contactSPACE the clear choice.

 “Given the close ongoing relationship we have with our members, it’s crucial we can provide a tailored and supportive experience at every engagement’’ Dimovski explains. “contactSPACE took the time to understand our business, and demonstrated an impressive CRM, contactSPACE will produce significant efficiency gains and also serve Customer Service representatives a 360-degree view of their members’ engagement with the organisation – all to drive a better Customer Experience.

 Paul Schiffner, Weight Watchers Managing Director and SVP Australasia, stated; ”Weight Watchers is a holistic lifestyle program, and as such we require a holistic view of our member interactions”. Schiffner added; ‘’As a highly capable, integrated contact management solution, contactSPACE’s offer is very compelling”.

 David O’Leary, contactSPACE CEO said of the new partnership, “We love great brands! Weight Watchers is a fantastic brand which is highly focused on delivering a quality Customer Experience. At contactSPACE, we help companies achieve the highest level of experience by using our tools and thought leading methodologies to get brands closer to customers.  The Weight Watchers/contactSPACE relationship ensures that Customer Experience remains a top priority into the future.” 

   
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Feb 24, 2017

The New Buzz Word... Chatbots!

In case you haven't heard, there is a new buzz word... chatbots! So you now ask, what can chatbots actually do? Check out this interesting article which will start you thinking about using chatbots in your contact centre! Click here.

   
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Dec 22, 2016

2016 APCCAL Expo

Here are the materials and presentations shown during the wonderful event!

   
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Dec 05, 2016

Genesys Announcement

Genesys (http://www.genesys.com/anz) has completed its acquisition of one of our sponsors, Interactive Intelligence. CCiNZ are excited about the opportunities presented and look forward to continuing to work together and support our great industry.

http://www.genesys.com/about/newsroom/news/genesys-completes-acquisition-of-interactive-intelligence

For more information, please contact Chris Nguyen | Genesys | chris.nguyen@genesys.com

   
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Nov 18, 2016

Halloween Theme Winners

Check out the pictures sent in by our CCiNZ members showcasing their Halloween themed contact centres! Winners are the following:

Best Costume Individual:  Saffron Drylie - NZTA  

Best Costume Team: Globug

Best Team Pod Decoration:

Winner: Paymark

Runner-up: DHL

Click here to see the pictures.

   
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Sep 20, 2016

2016 CRM Contact Centre Awards

The "Oscars Night" for the NZ Contact Centre Industy was held last Friday at the Sky City Convention Centre and the whole place was once again buzzing with excitement and expectation! After a presentation showcasing the theme "Come Fly With Me" and some sumptuous food that Sky City is renown for, the 2016 CRM Contact Centre Awardees were announced and applauded as they received their plaques on the stage!

Congratulations to all the finalists and winners who worked so hard to get that much-coveted CRM Award! Click here to see the list of winners.

We look forward to another wonderful evening next year!

 

   
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Aug 30, 2016

APCCAL EXPO 2016

Hong Kong Call Centre Association (HKCCA) is honored to have been selected as the host for Asia Pacific Contact Centre Association Leaders (APCCAL) EXPO 2016. It will be held in Hong Kong Disneyland Resort with the theme of "Omni-channel Customer Experience." It is a 3-day event from 2 to 4 November 2016 which includes Leaders Meeting, Conference, Exhibition, Korean Night, Networking Cocktail, Contact Centre Visits, Awards Presentation and Gala Dinner.

For bookings and enquiries please refer to the HKCCA website.

   

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