Archive | CCMA News

Event: 3-day program – Brisbane Education Training Series

Contact Centre Operations Management Program

Successfully delivered for 5 years!

This three day program addresses key contact centre issues in a compact interactive format.

Over 220 Contact Centre Managers have attended this program in Australia and have 100% recommended the program to others!

The program includes the following topics:

  • Contact Centre Metrics
  • Inbound Call Centre dynamics
  • Staff induction training
  • Key Performance Indicators
  • Managing Absenteeism
  • Reward and Recognition
  • Recruitment Planning

Holiday Inn
159 Roma Street, Brisbane CBD

Wednesday 13 June to

Friday 15 June 2012

9:00am – 5:00pm Daily

EARLY BIRD OFFER

Members $1,530.00 inc gst
Non-Members $1,890.00 inc gst

Available till COB Mondy 23 April 2012

Pricing From 2 June 2012

Members $1,700.00 inc gst
Non-Members $2,100.00 inc gst

Morning & Afternoon Tea, Lunch and Beverages provided

DON’T MISS THIS OPPORTUNITY! CLICK HERE FOR COMPLETE DETAILS.

Anita Bowtell, President CCMA
Sherry Hayward, Education Portfolio CCMA

Posted in CCMA News, EventsComments (0)

Event: Gold Coast Networking Forum

Communications for the 2018 Brisbane Commonwealth Games

The Winning Bid Process!

A once in a lifetime opportunity to hear about the Australian bid for the 2018 Games, and the process that the Brisbane City Council went through to win the bid!

Learn about the 3 stages of the planning cycle:

  • The preparation – Infrastructure, security and the communications
  • The actual event
  • The legacy that the Games will leave on the city as far as infrastructure and tourism is concerned.

Visit the newly built world class home of the

AFL Gold Coast Suns!

Metricon Stadium
Nerang – Broadbeach Road
Carrara, Queensland

Thursday 31 May 2012

7:15am Registration
7:30am Breakfast & Networking
8:00am Presentation
8:40am Questions
9:15am Close

Corporate Buffet Breakfast provided
Hot, Continental, Coffee and Juice

Members $48.00 inc gst
Non-Members $68.00 inc gst

DON’T MISS THIS OPPORTUNITY! CLICK HERE FOR BOOKING AND COMPLETE DETAILS.

Join your Hosts

Anita Bowtell, President CCMA
Brett Dean, Director QLD CCMA
Cath Drinkwater, Committee QLD CCMA

Posted in CCMA News, EventsComments (0)

Event: Perth Networking Forum

That is not service…THIS IS SERVICE! The power of adaptability

What might it mean for your organisation if 80% of your customers chose to self serve…and it makes them happier?

The very definition of excellent customer service is under the microscope. We all know it is important. We all try to measure it closely.

But……. is there another way to think about it?

EDGE Employment Solutions
38 Hood St, Subiaco WA

Thursday 17 May 2012

5.45pm Registration & Networking
6:30pm Presentation
8:00pm Close

Canapes and Beverages provided

EARLY BIRD PRICING

Bookings by COB Friday 30 April 2012

Members $40.00 inc gst
Non-Members $60.00 inc gst

Pricing From 1 May 2011

Members $55.00 inc gst
Non-Members $75.00 inc gst

DON’T MISS THIS OPPORTUNITY! CLICK HERE FOR BOOKING AND COMPLETE DETAILS.

Join your Hosts

Anita Bowtell, President CCMA

Gay Reed-Barrance, Director WA CCMA

Posted in CCMA News, EventsComments (0)

Event: Sydney Networking Forum

Vocal Authenticity and Insightful Listening

Learn how to use your own voice to create more meaningful and trusting connections face to face and over the phone!

Tim Noonan, creator of the Vocal Consciousness approach will deonstrate how “The human voice is the most influential sound on the planet”.

Learn strategies and techniques which promote vocal understanding; foster expressive speaking and nurture insightful listening.

No Professional can miss this!

Blind from birth, Tim has learnt to listen for countless vocal cues that reveal so much more than the casual listener is aware of; and once enlightened, your way of speaking and listening will change forever.

After this presentation you will have a range of strategies and practical techniques for speaking with more clarity, confidence and compassion and skills for listening to others with greater recall, depth and understanding.

This Session will Include:

  • How to use your own voice to create more meaningful and trusting connections with others – personally and in business;
  • Some helpful recommendations about voice care and vocal load;
  • An opportunity for one or two audience members to receive an on-stage vocological reading by Tim; giving you fresh insight into their potentialities and aspirations.
  • The insights revealed from Tim’s voice readings entertainingly show just how much detail and information is embodied in each human voice;

Exploration of the inevitable and essential relationships that exist between Voice and Likeability; Voice and Authenticity; and most important of all, Voice and Trust;
All attendees receive an e-book
Receive a complimentary copy of Tim’s ebook “Your Voice is Your Business: Seven Voice Strategies for Vocal Brilliance”

Venue: Clearly Business Enterprise Centre
19/323 Castlereagh Street, Haymarket NSW

Wednesday 31 May 2012

6:30pm – 9:00pm

Beverage and canapés provided

*Members $48.00 inc gst
Non-Members $68.00 inc gst

DON’T MISS THIS OPPORTUNITY TO JOIN THE CCMA IN SUPPORT OF THE INDUSTRY! CLICK HERE FOR BOOKING AND COMPLETE DETAILS.

Join your Hosts

Anita Bowtell, President CCMA
Brendon Walker, Director NSW CCMA

Posted in CCMA News, EventsComments (0)

Saul’s Soapbox… What are your Core Values?

For my first soap box for 2012, I have taken to writing about core values. I’m sure you all know what I mean. There’s a poster on your wall right now for all staff to view and ponder. It’s mentioned at annual meetings. For bonus points, it can also be added in position descriptions, job ads and websites. If you feel really angry about your staff, you’ll put copies on each desk and quiz them randomly about them (“no peaking…name 3 of our core values”, you might say!) “Hmm, well…honesty….integrity… is there one about profit? Can I phone a friend?!”

Everyone has a Manager, Director, GM, and MD who may run the gauntlet of espousing core values continuously for as much as three weeks before moving onto other tasks. Maybe creating a new PowerPoint slide show etc.

In other companies, the very person pushing the core values may well be same person transgressing them. Let’s yell at the staff for not ‘respecting our colleagues”. Let’s fire someone for disagreeing with the point about “open and honest communication”. You get the message.

Without wanting to bring religion into it, I decided long ago, that if I ever owned my own company, rather than core values, I would have the 10 commandments on the wall. Communication, respect, integrity! Why, it’s all there. Don’t steal. OK, that’s easy. That’s about integrity, and the stationery cupboard. Don’t murder? From my in-depth reading between the lines, it even refers to embarrassing someone so much that they wish they could curl up and die. So that’s the core value of respect. Don’t covet your neighbour’s wife? Yes please, we could all do with less office relationships. And the biggest one of all: There will be no other gods before me? I wish that was referring to the Contact Centre Manager, but we all know it’s the workforce planner. With his vast use of his special software and knowledge of excel pivot tables, he has everyone cowering in fear!

So what can we learn from all of this? Read On…

Posted in CCMA NewsComments (1)

Wrap-Up 2011 CCMA Networking Forums

Well it’s that time of year…..all the CCMA functions are finished for the year and we get a rest until we kick off again in February 2012. We had a great line up of speakers and a full on Social Media event to wrap up the year.

In Perth, We were enthralled by the insight of the world of technology and what is to come, from Michael Ossipoff A long term technology Guru, Michael wowed the audience in Perth, convincing everyone.. well almost.. that Facebook will eventually, in the not too distant future become obsolete. OMG!!!! And speaking of OMG, many thanks to EDGE Employment Solutions for the event support all round!
In Sydney, Brendon Walker reinvigorated the NSW CCMA Branch holding a fabulous event at the spectacular premises of the NSW Trade & Investment Centre.

Guests heard an intriguing presentation by Mike Bowman, Director Customer Service and Sales from Telstra on how they embarked upon one of their most significant cultural changes, in turn reflecting positively on the customer experience. Mike had the breakfast audience captivated with his tales of “how to handle the comments at a family BBQ” and hit home the importance of knowing how to ‘serve’.

With a dedicated team firmly planted in NSW, the CCMA is looking to a bright and productive 2012 for NSW and ACT industry members and associates. The NSW Team look forward to serving our members in 2012 with a minimum of 4 industry events and a few planned site visits to bring the committee and members closer together.

In Brisbane, the QLD Team capped off a great 2011 with the debate to end all debates…’Is Social Media Good for Companies’.

With a strong team of Digital Nerds heading up the Affirmative Team, countered by an equally strong team of corporate professionals for the Negative Team, the debate kicked off with an audience slightly persuaded toward Social Media being a good thing.

Through the fray of on topic discussion from the Affirmative, followed up with some off topic distractions from the Negative Team such as ‘United Breaks Guitars’ and other notable Social Media exposures of company mishaps, the Negative Team somehow had the effect on their audience of the deer caught in the headlights as at the end of the night, just over half the audience voted a win to the Negative Team, presumably because United broke their guitars too…but they weren’t fast enough to market with a witty song and music video which ultimately crashed the United Airlines stock price through the floor.

With the delightful Victoria Chalmers mediating between the two teams, the night was every bit fun as it was entertaining…the looks of horror on the Affirmative Teams faces said it all. Networking at the fabulous Telstra Brisbane facilities and the support of Event Partner Communication Centres International confirmed a winning result! We hear a repeat has been scheduled by the NSW CCMA Branch, but only because the NSW Director is still sore about losing to Queensland. Again….

In Melbourne, we tried something (slightly) new with Neil Rainey, Leadership, Talent and Development Guru, who gave a brilliant presentation on ‘How to Work your Brain Brilliantly!’

Neil examined recent scientific information on the brain and how it works, looking at how the work we do can either be done well or implode into a world of stress and pain.. Not going there, except to say WHAT A SUCCESS!

Congratulations to the Prize winners:

CPS Technology iPad2 prize winner: Michelle Herriot from People Matrix Group. Donated by CPS Technology to celebrate their 2012 Sponsorship of CCMA. http://www.cpstg.com

Congratulations to the JobCall iPad2 winners; Eadith Min, Luis Prieto-Sanz, Yishan Tang and Kooi Lean Ng. http://www.ccmajobcall.com/jobcall

Congratulations Lou Vacca, from South East Water, who was the 200th attendee of the CCMA Contact Centre Management Training Program http://www.ccma.asn.au/Training-Courses. Greg has won 12 month membership to the CCMA as well as a $100 gift voucher for Levella Promotions, promotional products.

Posted in CCMA NewsComments (0)

Saul’s Soapbox… IF, I were CEO

If I ran my own business, my IT Dept wouldn’t sit in an office waiting for problems to be presented to them. My IT Department would move around to each department on a regular basis, watching how staff work. Their KPIs would be to come up with ideas and solutions as to how to streamline tasks and make things better or quicker using technology. When you think of IT like that, doesn’t it seem backward that we have to go to them to convince them of what we think is best, then convince them to do it?

If I ran my own business, my HR Dept wouldn’t just be an admin department or merely play a payroll function. They would proactively move about the office actively seeking out random acts of following company core values. They would work with Managers on getting the best of out their teams. They would see what the staff do, hear for themselves what the issues are, (rather than waiting for an annual staff survey) and work with the Managers on hiring the best staff, creating rewards and recognition programs, bonuses and commissions to fit the team, and succession planning across an organisation. Doesn’t that make more sense?

If I ran my own business, my marketing dept would work with the sales team and the contact centre to create and roll out their marketing plans. They would take suggestions from the contact centre, adapting their campaign as needed. They would readily meet back on a regular basis to see how the campaign is progressing and adapt changes as needed or redefine the contact centre campaign based on contact centre feedback.

It’s 2012 soon! Start with a clean sheet of paper. Stop reading your emails. Live a little. Be daring.
Season’s greetings..

Saul, Communications Manager, CCMA

Posted in CCMA NewsComments (0)

FINAL 2011 CCMA Networking Forums

Brisbane Sundowner: Thursday 17 November 2011

The Great Social Media Debate! Hear from six Industry Experts…
Thinking about Social Media…does is assist Companies or just act as a distraction?

Information and Bookings: https://ccma.worldsecuresystems.com/BookingRetrieve.aspx?ID=156315

Melbourne Luncheon: Friday 2 December 2011

Neil Rainey, Leadership, Talent and Development Guru ‘ How to Work your brain Brilliantly!’

Neil examines recent scientific information on the brain and how it works, looking at how the work we do can either be done well or implode into a world of stress and pain…

Information and Bookings: https://ccma.worldsecuresystems.com/BookingRetrieve.aspx?ID=137759

Posted in CCMA News, Events, SeminarsComments (0)

Page 1 of 41234