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Jan 15, 2013

Air NZ looking to outsource

Workers say they are worried that it is the start of a move to outsource permanent contact centre roles and could lead to a reduced customer service. Photo / NZPAWorkers worry as airline looks to save $3 million a year by moving staff to IBM outfit.

Workers say they are worried that it is the start of a move to outsource permanent contact centre roles and could lead to a reduced customer service. Photo / NZPA

Air New Zealand plans to outsource some of its contact centre work in a bid to cut costs.

Read more: Air NZ looking to outsource

   
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Jan 11, 2013

New Hamilton based Contact Centre

Hawera residents will have to wait a little longer to hear the fate of their Southcare medical centre.  The centre's trust publicly announced the review into its sustainability late last year and had hoped it would be finished before Christmas. 

Read more: New Hamilton based Contact Centre

   
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Jan 11, 2013

Do Not Call group fined $110,000

The company that operates Australia's Do Not Call Register has been penalised for making nuisance phone calls to thousands of Melburnians.  Service Stream Solutions was fined $110,000 for illegally contacting 6300 households and offering to install low-energy light bulbs, standby power controllers and low-flow showerheads. 

Read more: Do Not Call group fined $110,000

   
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Jan 10, 2013

Call centre staff need counselling as rage increases

"The rage builds up like pressure in a closed vessel and eventually, if you keep pumping the pressure in, that closed vessel will explode," says Paul Patterson, from the Australian School of Business.  Typically, frontline staff in all industries encounter irate customers or clients at some point.  And, it may be tough hanging on the end of the phone waiting for an answer or a real live person to deal with the query but being on the other end is much worse.

Read more: Call centre staff need counselling as rage increases

   
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Jan 10, 2013

NICE receives Innovation Award 2012

NICE Systems is the recipient of a 2012 Ventana Research Technology Innovation Award for operational innovation in the contact centre.  NICE was recognised for its Cross-Channel Interaction Analytics solution, a technology that advances contact centre operations and promotes overall business effectiveness.

Read more: NICE receives Innovation Award 2012

   
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Nov 18, 2012

Asia Pacific Contact Centre Report

The APCCAL Chairman opening comments in the chairmans report 2010 - 2012 reads "It is my pleasure to serve as Chairman of APCCAL and to present my report that covers the period from October 2009 through November 2012. During the past two years, we have continued to enjoy membership growth with Contact Centre Institute of New Zealand (CCiNZ) joining us"

Read more: Asia Pacific Contact Centre Report

   
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Oct 05, 2012

Great Outcomes and Fifth Quadrant announce business partnership

Managing Directors of Fifth Quadrant and Great Outcomes announced today that a new business
partnership has been agreed between the two companies. Fifth Quadrant, the foremost Service
Strategy and Analyst organisation in Australia will partner with Great Outcomes, the leading New
Zealand contact centre consultancy.

Read more: Great Outcomes and Fifth Quadrant announce business partnership

   
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Jul 02, 2012

Wellington Pilot Launches Contact Centre Graduates

This week, 20 previously unemployed people will embark on new careers, when they graduate from a Wellington pilot designed to provide entry level skills for roles in the New Zealand contact centre industry.

Read more: Wellington Pilot Launches Contact Centre Graduates

   
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Jun 05, 2012

Kiwi Software Company Sells for $40.5m

New Zealand contact-centre specialist Zeacom has been snapped up by Canadian software company Enghouse Systems for US$30.6 million (NZ$40.5m).

Read more: Kiwi Software Company Sells for $40.5m

   
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May 19, 2012

CCiNZ Award winners 2012

2012 CCiNZ WINNERS ANNOUNCED...
 

CCiNZ are pleased to announce the 2012 CCiNZ Contact Centre Award Winners and wish to congratulate them all!

CCINZ 2012 CONTACT CENTRE MANAGER OF THE YEAR - OVER 50 SEATS
Samir Castello - ANZ

CCINZ 2012 CONTACT CENTRE MANAGER OF THE YEAR - UP TO 50 SEATS
Ben Lowe - FlexiGroup NZ

CCINZ 2012 CONTACT CENTRE TEAM LEADER OF THE YEAR
Fleur Evans - Meridian Energy

The winners were announced at the CRM Contact Centre Awards dinner held on Friday 14 September 2012 at the SKYCITY Convention Centre in Auckland.

“We were very pleased to receive so many high calibre entries again this year from contact centre professionals around the country for these awards,” said Nadine Gavigan, chair, CCiNZ. “I would like to congratulate the winners and wish them well.”

The judges were looking for individuals who made the most significant contribution to support, educate and engage their Contact Centre; who met or exceeded key performance objectives and who continually strives to strengthen the Contact Centre's role and strategic value within their organisation and the wider industry. 

   
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Apr 26, 2012

NZ based webinar series launched for Contact Centre professionals

The recent Contact Centre Survey 2012 forges the topics of the forthcoming webinar series by the Contact Centre Institute of New Zealand (CCiNZ) in partnership with Amtel Communications.

Read more: NZ based webinar series launched for Contact Centre professionals

   
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POSTED ON
Apr 17, 2012

SAP and GSN to deliver contact centre in the cloud

SAP AG (NYSE: SAP) today announced a new partnership with Global Speech Networks (GSN), a leading cloud contact centre provider in Australia and New Zealand (ANZ), reinforcing SAP’s commitment to Cloud and best of breed contact centre solutions.

Read more: SAP and GSN to deliver contact centre in the cloud

   
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POSTED ON
Nov 01, 2011

CCiNZ launches new Members Section

CCiNZ has launched a new members-only section of their website today, which provides members with access to best practice information, tools, techniques, competitions and much more.

Read more: CCiNZ launches new Members Section

   
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Oct 18, 2011

2012 CCiNZ winners

CCiNZ are pleased to announce the 2012 CCiNZ Contact Centre Award Winners and wish to congratulate them all!

CCiNZ 2012 CONTACT CENTRE MANAGER OF THE YEAR - OVER 50 SEATS
Samir Castello - ANZ

CCINZ 2012 CONTACT CENTRE MANAGER OF THE YEAR - UP TO 50 SEATS
Ben Lowe - FlexiGroup NZ

CCINZ 2012 CONTACT CENTRE TEAM LEADER OF THE YEAR
Fleur Evans - Meridian Energy

The winners were announced at the CRM Contact Centre Awards dinner held on Friday 14 September 2012 at the SKYCITY Convention Centre in Auckland.

“We were very pleased to receive so many high calibre entries again this year from contact centre professionals around the country for these awards,” said Nadine Gavigan, chair, CCiNZ. “I would like to congratulate the winners and wish them well.”

The judges were looking for individuals who made the most significant contribution to support, educate and engage their Contact Centre; who met or exceeded key performance objectives and who continually strives to strengthen the Contact Centre's role and strategic value within their organisation and the wider industry.

 Make sure you check out photos of the awards evening

award winners 2012 website

 

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