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Jul 05, 2020

Entries NOW OPEN for This Year's CCNNZ Awards

We are proud to hold the 10th Annual CCNNZ Awards as a way to continue connecting our members and celebrating their accomplishments within the Customer Contact Network of New Zealand! As well as recognising and celebrating excellence, the Awards provide a mechanism for triggering thought-leadership, professional networking and shared learning.

We recognise that this year has been a most challenging one with the whole world experiencing the most brutal pandemic ever! It is also a time that exceptional leadership skills have shone through and we want to honour all your hard work these last few months by pushing through with our annual Awards!  

We will be announcing the CCNNZ Award Winners on Friday, 27th of November 2020, through an online ceremony.

Award entries open on Monday 6th July 2020, and the Awards Pack includes a form to register that you will be submitting an application.

This year’s award categories are:

      CCiNZ National Contact Centre Manager of the Year

      CCiNZ National Contact Centre Support Professional of the Year

      CCiNZ National Contact Centre Team Leader of the Year

      CCiNZ National Contact Centre Trainer of the Year

      CCiNZ National Contact Centre Agent of the Year (Inbound or Outbound)

      CCiNZ National Contact Centre Multimedia Agent of the Year

 

We look forward to receiving your Award submissions and identifying the CCNNZ 2020 Award Winners of the Year!

 

   
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Jun 30, 2020

IAG Proposing to Shut its Insurance Shops in NZ

IAG is planning to shut its 53 AMI stores and its remaining State store and move its 350 staff to digital and contact centre roles.

Around 65 management positions might also be disestablished; however, the company said it hoped to redeploy as many staff as possible. IAG Spokesman, Kevin Hughes, said the review reflected growing customer expectations for digital services, which had been accelerated by the Covid 19 pandemic. He further said that IAG planned to set up pop-up stores, if they were required, such as in the event of a natural disaster.

Source: www.nzherald.co.nz

 

   
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Jun 18, 2020

Air NZ urged to improve its call centre service

Air NZ has been accused of sending out confusing communication regarding use of credits from cancelled flights. Read more here from stuff.co.nz

   
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May 25, 2020

Customer places ad in NZ Herald in desperate attempt to get Air NZ's attention

We all know how much COVID19 impacted the airlines so this effort made by a customer really paid off. Read more here.

   
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May 13, 2020

Coronavirus: Call centre business Telnet 'stronger, more efficient' after Covid-19 experience

New Zealand's largest locally owned contact centre operator, Telnet, acted fast to adapt to Alert Level 4. Read more from stuff.co.nz by clicking here.

   
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May 04, 2020

Extraordinary act of supplier selflessness keeps council call centre working for Aucklanders

Thanks to the help that Vodafone NZ provided, the Auckland call centre was able to set up remotely within 24 hours. Read more here.

   
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Apr 23, 2020

Coronavirus: Only one call away - at the other end of New Zealand's Covid-19 hotline

This news article from stuff.co.nz is a good read. Click here.

   
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Apr 14, 2020

Coronavirus: WellSouth sets up call centre to help with testing

A call centre has been set up to streamline assessments for people who need coronavirus tests. Read more from stuff.co.nz by clicking here.

   
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Apr 02, 2020

Good internet just in time

New Zealand's ultra fast broadband network roll-out came just in time for the crisis. Read more here.

   
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Mar 30, 2020

How to mitigate mild symptoms of Covid-19 at home

An article on Business Insider Australia shares some tips on how to recover at home... Click here.

   
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Mar 11, 2020

COVID19 Updates

Novel Corona Virus (COVID19) is all over the news so it is best to keep yourselves updated and prepared. Click on this link to get the latest info provided by our Ministry of Health. 

Here's a link to an audio file interview with the EMA on COVID19 and obligations under NZ law if people are self-isolating. 

Below are some useful links for MSD-related concerns:

  • COVID Essential Workers Leave Support - click here
  • Main Work & Income page on COVID-related support - click here
  • Application form for COVID-related support (wage subsidy and sick leave support) - click here
  • Treasury website with outlines of all available support & examples - click here
  • Employment NZ page outlining support available - click here
   
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Mar 10, 2020

Hacker Infiltrates India Call Centre

A British man has hacked into a call centre in India designed to get people in the UK to pay up after falsely claiming their computer's security has been breached. Read more here.

   
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Feb 19, 2020

University of Auckland takes its contact centre into AWS cloud

Using Amazon Connect, a cloud contact centre service on Amazon Web Services (AWS). Auckland Uni has taken its contact centre into the cloud. Read more from reseller.co.nz by clicking here.

   
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Feb 19, 2020

Contact Centre for Air NZ Moving to Philippines

As part of a cost-saving drive, Air New Zealand is allegedly working with Concentrix to explore moving some of the contact centre work to the Philippines. Read more of the NZ Herald article here.  

   
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Jan 29, 2020

2019 CCiNZ Awards

Check out on our Facebook page the recent CCiNZ/CRM Awards night! 

   
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Jan 16, 2020

Low staffing at IRD call centre leads to long wait times, call disconnections

Roughly 181,000 callers to Inland Revenue during last year's tax season hung up before speaking with an operator. Read this article from stuff.co.nz  by clicking here.

   
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Jan 16, 2020

Migrant worker turned away from NZ call centre job because of his visa

Was this person treated unlawfully? Read more by clicking here.

   
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Jan 06, 2020

2020: The Year the Office Finds Its Voice?

Voice-based AI assistants may soon be as common in the workplace as they are at home... Read more from this article published in reseller news here.

   
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Dec 23, 2019

NZ Government Lab Creates VR Tool to Analyse Hate Speech

The Department of Internal Affairs' service innovation and emerging technology team is developing a virtual reality tool to study the cause-and-effect chains of online hate speech. Read more of this article from reseller news by clicking here.

   
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Dec 03, 2019

Google and YouTube Join NZ Government to host "Christchurch Call" Workshop

From NZ Reseller News: Governments and technology companies are holding a 2-day workshop in Wellington to test the Christchurch call "shared crisis response protocol." Read more here.

   
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Nov 01, 2019

Survey Results Highlight The Truth About Agent Wellbeing

Puzzel has announced the results of its latest survey, which looks closely at the topic of health and well-being in the contact centre. Read more here.

   
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Oct 14, 2019

Evros arrives in Auckland, creates up to 100 local jobs

As reported on reseller.co.nz, Irish IT managed services company, Evros, is opening an Auckland operations centre, offering skilled IT support and security services available to clients around the globe on a 24/7 basis. Read more here

   
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Oct 03, 2019

Are Consumers Ready for Automated Customer Service?

CGS, a global provider of business applications, enterprise learning, and outsourcing services, conducted a survey that revealed that a blend of automation and human interaction will drive meaningful connections between customers and brands. Read more by clicking here.

   
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Sep 09, 2019

Emirates Call Centre will close its doors on 15 October 2019

Click here to read more.

   
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Sep 03, 2019

NZ needs AI to boost the economy and well-being

Rob O'Neill of NZ Reseller News reports that accelerated use of AI could deliver a muti-billion dollar boost to the economy. Read it here.

   
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Aug 28, 2019

NZ Post confirms measles case at call centre site

New Zealand Post has confirmed that a staff member at one of its Auckland sites has contracted measles. Click here to read the article from Otago Daily Times. 

   
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Aug 27, 2019

Over 300 people have private information exposed in latest Government data breach

A serious digital privacy breach impacting 302 people who applied for the Tuia 250 Voyage Trainee programme is currently being investigated. Read more here. 

   
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Aug 21, 2019

Western Union Complete Digital Transformation

NICE have announced that Western Union has advanced customer experience through improved insight into their customer journeys with NICE Nexidia Customer Journey Optimisation. Read more by clicking here.

   
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Aug 09, 2019

How a Cloud Technology Can Remove Contact Centre Pain Points

Customer experience is key and getting it right is tough. Apparently, cloud contact centre technology could help. Click here to learn more. 

   
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Aug 02, 2019

Telstra CEO Penn costed, then rejected, call centre repatriation

Telstra ran the numbers on bringing all of its call centres back to Australia and decided against it on grounds of cost and complexity. Read more from itnews.com.au by clicking here.

   
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Jul 03, 2019

Skills Group New Acquisition - Instep

Our major sponsor, Skills, has recently purchased Instep, a leading New Zealand provider of health and wellbeing solutions in the workplace. Read more here.

   
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Jun 19, 2019

Skills Group Purchase CDL Insight Consulting Ltd.

We are delighted to learn about this latest purchase made by our major sponsor, Skills. Click here to read their announcement. 

   
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Jun 01, 2019

Wellbeing Budget puts dollars behind digital transformation

New funding address innovation, digital transformation and skills. Click here to read more from reseller.co.nz

   
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May 23, 2019

Plan hatched to measure and track NZ's digital domain

A new plan to measure NZ's evolution into a digital nation has been released by Stats NZ and MBIE. Read more from reseller.co.nz by clicking here.

   
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May 20, 2019

The Future of Work

IMNZ, a subsidiary of Skills, has been running Future of Work events over the past 3 years. The next one coming up is on Mental Health in the Workplace so we thought that we should let all our members know of this really interesting event.

Click here to learn more about the upcoming events (Auckland and Wellington) and to register!

   
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May 16, 2019

Facebook restricts Live feature following Christchurch Shooting

Facebook will temporarily block users who who break its rules from broadcasting live video which was a consequence of the Christchurch attacks. Read more from reseller.co.nz by clicking here.

   
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May 10, 2019

Infratil confirms talks to buy Vodafone NZ

Infrastructure investor, Infratil, has confirmed that it and another party are negotiating a buyout of Vodafone NZ. Read more from reseller.co.nz by clicking here.

   
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Apr 16, 2019

Female leaders assume positions of tech power in NZ

Three female leaders have assumed positions of power within the technology industry in 2019. Read more from reseller.co.nz by clicking here.

   
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Apr 09, 2019

Vodafone NZ suggests job cuts fewer than 400 but won't confirm

Vodafone has suggestesd that the net job losses from a major restructure of its New Zealand business will total fewer than 400 but has declined to directly confirm that or to provide the actual number. Read more from stuff.co.nz by clicking here. 

   
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Apr 05, 2019

Auckland-based Crossware scores R&D grant to grow email signature business

Crossware has scored a Callaghan Innovations R&D Growth Grant and will use this to develop its email signature software. Read more by clicking here.

   

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