Since 2004, ENERGEX has undertaken a strategic shift from the one customer access channel to a multi-channelled service delivery to manage large scale events, from the traditional call centre, to IVR self serve and more recently social media (twitter and facebook).

Along the way ENERGEX has matured its service offerings through the operational channels and the corporate communication methods.

Join Dayle as she shares the story of the way in which ENERGEX enables customers to access/provide information via these multiple channels, and the lessons we have learnt (and continue to learn) along the way.

Telstra Presentation Centre
L4, 275 George St, Brisbane CBD

Thursday 1 March 2012
7:15am Registration & Networking
7:30am Breakfast
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

DONT MISS THIS OPPORTUNITY !

Join your Hosts

Anita Bowtell, President CCMA
Brett Dean, Director QLD CCMA

Click here for more information and to register.

‘Leadership in the face of Adversity!’

2012 Melbourne Networking Forum Series Opens with

Ron Gauci
CEO, Melbourne Storm

Hero to Zero and Back Again…

Ron Gauci shares his experiences on how as CEO he worked with the team at Melbourne Storm, in the face of adversity, to turn the Club and the Organisation around from a devastating 2010 to win the Minor Premiership and 2011 Club Championship!

WIN Tickets to see Melbourne Storm play in Melbourne on the day!

The Arts Centre
100 St Kilda Road, Melbourne CBD

Friday 17 February 2012
11:45am Registration & Networking
12:30pm Presentation
2:30pm Close

2 Course seated Lunch and Beverages provided

Members: $78.00 inc gst

Non-Members: $98.00 inc gst

DON’T MISS THIS OPPORTUNITY

Join your Host

Anita Bowtell, President CCMA

Peer to peer networking
Great food and beverage

Click here for more information and to register.

Already delivered to thousands of managers, team leaders and operational support staff around the world and is now being offered publicly in Australia for the first time in conjunction with the CCMA.

High Performance Management Techniques (HPMT) training is targeted at the front-line management level in contact centres who need to go beyond a basic level of operational knowledge.

The training is designed to help contact centre leadership to close performance gaps by providing an understanding of the best-in-class approaches and benchmarks for high performance, illustrated using specific examples from the contact centre industry.

HPMT’s core elements and good theory and validated data and improvement examples based on over 1,300 on-site assessments of contact centres globally and is delivered by practitioner experts who have managed contact centres and delivered operational improvements all throughout Australia and Asia.

Learn from the global experts in contact centre management. Join us at the Stamford Plaza Hotel in Melbourne for this three-day workshop from Feb 21st to 23rd 2012.

Topics Covered Include:

• Inbound Phone Metrics
• Quality & Transaction Monitoring
• Customer Satisfaction
• Workforce Management
• Recruiting & Hiring
• Training & Skills Development
• Managing Metrics
• Process Improvement

What is the COPC® HPMT Training Workshop?

The three-day COPC® HPMT workshop is specifically designed to equip contact centre management with the tools and techniques that world-class organisations use to optimize their workforce, using principles from the world-leading COPC-2000® CSP Standard.

Course Objectives

To train the contact centre leaders with the skills needed to manage contact centres on a day-to-day basis. This program covers what most others leave out—”How to manage for high performance”!
To teach attendees how to transition from problem identification to the development of initial action plans to work on operational problems with the highest potential ROI at the lowest possible risk
To learn global benchmark performance from COPC Inc.’s SmartMarks™ Database and from the COPC® Family of Standards.

There will be group interaction and case study work so participants can also learn from one another. This workshop is not just about passing on skills and knowledge, but it will also enthuse participants to put what they learn into practice.

Stamford Plaza Hotel

111 Lt Collins Street, Melbourne CBD

3 Day Workshop
Tuesday 21 February – Thursday 23 February 2012
8:30am – 5:00pm Daily

Click here to register for the event.

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.

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

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

First the term IQ was coined. The Intelligence quotient was and still is used to determine the level of intelligence of an individual.

More recently, EQ has been discovered. Also known as EI, it is a person’s Emotional Intelligence. As the term applies, ‘it is the ability for one to harness their emotions’.

Today, we have discovered SQ – Social intelligence. In particular, it’s the intelligence of social connectivity.

I used to think that the youth of today (‘the youth of today’ – boy does that phrase make me feel old!) had it wrong. They couldn’t look me in the eye or say hello. They could only communicate in the written form.
They would rather text me (in shorthand at that) than call me to say they were sick and therefore not coming to work.

But don’t get me wrong. I would frustrate them just as much. I banned MSM from their PC’s. Years later I banned Facebook. I banned the internet…..

That’s kind of like banning blue biros and telling staff to only use black ink. I was just banning other means of communication. I merely made them email or call their friends, when a quick message on Facebook would have sufficed. Is ‘liking’ a status update terribly consuming? That’s SQ. Who as the problem, them or me? I became the generation that didn’t get it!

It’s like music. I never would have thought 5 years ago that I would dance with my daughter to LMFAO’s Dance anthem (Note: LMFAO is the name of the band, get it?). It’s not music I am used to. It’s certainly not a dance I am used to (for those have seen the music clip, you’ll know what I mean). My daughter loved it, but she knew, deep in her heart, that I was dancing to Neil Diamond. And what did the previous generation think when Elvis came out with this music and dancing? The same as we think of modern hop hop or rap, that’s what!
Its not just about social connectivity or music. I recall getting my first mobile phone in the 1990’s, and seeing the disgust on people’s face and deciding whether I was decadent for having one. These same people today, have iPhones for themselves and their children. They caught up. Even today, I still meet people who justify why they need a mobile phone and I explain to them that it doesn’t require an explanation, as much as explaining to people why they need a microwave oven just to heat up leftovers.

So how can we, quickly get up to speed? How do we gain SQ, and quickly?!

How many friends do we have on Facebook or LinkedIn today? 100, 200? I know 22 year olds, with 800 friends. “Who cares?” I hear you ask. I care. Imagine, if you had Facebook all your life and added everyone you met along the way, from primary school, teachers, Uni, your first job, etc etc. Where would you be today as far as job hunting? You would be connnected to every company you ever wanted to work for via one friend or another! Search ‘BHP’ and you’ll find someone. You’re now one step closer to getting an interview. Search ‘Toyota’ from amongst your friends before deciding if you want to by one. Search ‘Croatia’ from amongst your friends to decide your next holiday, or whom your next holiday partner will be.

We’re so worried about change that we forget about the improvements we’ve had over the history of mankind. There is debate about whether or not the electronic age will make books obsolete. The answer is “Who cares!”. Do we care that we no longer write on rolled up scrolls? Books, too, will become a blip in history, and our descendants will laugh about antiquated books were. They will also laugh about how we printed out photos and spent hours putting them into an album, whilst viewing their photos on their iPad, taken on the other side of the world three minutes earlier on someone’s mobile phone and uploaded to Facebook.

The future is here.
SQ.

Saul Berman, Communications Manager, CCMA

CCMA Melbourne Networking forum – Final for 2011

Join Neil Rainey for his latest Ripping Yarn! Learn how to use your Brain
Brilliantly!

Communication technology offers us ever more ways of interacting and
connecting. Whilst beneficial, the technology can overwhelm us and seduce
us into multitasking in order to increase our productivity. The challenge is
having the technology work for you rather than you working for the
technology.

Join Neil Rainey and learn some simple tips to running your brain better in the world we live and work in.

Venue: The Arts Centre, 100 St Kilda Road, Melbourne CBD
Date: Friday 2 December 2011
Time: 11:45am to 2.30pm

2 Course seated Lunch and Beverages provided

Members: $75.00 inc gst

Non-Members: $98.00 inc gst

About Neil Rainey:
Leadership Program, Talent and Organisational Development, Telstra

Neil has spent 30 years in the Telecommunications, Pay TV, Transportation
and Oil industries, gaining experience in the UK, NZ and Australia and is
also a qualified accountant and Geography graduate.

Having performed Cultural Transformation, General Management, Customer
Service, Regional management and Finance roles Neil has worked with varied
companies from start ups to the well established, in roles from specialist
to general management.

Neil has led a number of company transformation/leadership initiatives.
One recent initiative has involved the development of people managers in
leadership behaviours consistent with the company’s new strategy. This
program has successfully run for 2 years and has to date involved 700
leaders in a one year program. The program has recently gained a citation
for excellence from the American Society of Training and Development.

Neil also summarises business, leadership and development books, sending
the summaries to over 1000 people all over the world. He has compiled an
eBook of the summaries which was released last year.

Neil currently works for Telstra spending the last 11 years in Leadership
Development.

Neil’s main aim is to help people develop and use their talents in order
to lead a fulfilling life and be effective in what they do!