Programme and speaker presentations
Day One - Monday 6 Sep, 2010
BUSINESS EXCELLENCE: THE JOURNEY TO DATE
Marcia Tandy, Porirua City Council
View Marcia Tandy's presentation on business excellence: the journey to date (PDF, 12.46 MB)
TRANSFORMING CUSTOMER SERVICE AT PORIRUA CITY COUNCIL
Euan Dempsey, Porirua City Council
View Euan Dempsey's presentation on transforming customer service at Porirua City Council (PDF, 408 KB)
CREATE THE LIFE YOU WANT: TIPS AND TOOLS FOR FEELING FANTASTIC
Nikki Fogden, Life's a Gym
View Nikki Fogden's presentation on create the life you want (PDF, 14.68 MB)
As a technical error occurred on the DVDs distributed by Nikki at the Symposium, we now have copies available of Nikki’s video demonstrating the Wake Up Workout here at ALGIM. If you would like to receive a copy of this video, email events@algim.org.nz. Please note this offer is only available to attendees of the 2010 ALGIM Customer Service Symposium.
Below is additional information provided by Nikki Fogden for our symposium delegates to assist you to “Create the Life you Want”.
View Nikki Fogden's wake up workout (PDF, 3.07 MB)
View Nikki Fogden's tools and tips - 15 minute express workout (PDF, 398.2 KB)
View Nikki Fogden's flexibility - basic stretches (PDF, 117.6 KB)
View Nikki Fogden's nutrition guidelines - food for fuel (PDF, 340.6 KB)
CULTURE CHANGE AND THE IMPLEMENTATION OF NEW TECHNOLOGY
William Robertson, Dunedin City Council
View William Robertson's presentation on culture change and the implementation of new technology (PDF, 1.19 MB)
USING SOCIAL MEDIA TO DELIVER CUSTOMER SERVICE
Tracey Morris, Northland Regional Council
View Tracey Morris presentation on using social media to deliver customer service (PDF, 4.92 MB)
USING THE COUNCIL INTRANET & WEBSITE TO DELIVER AMAZING CUSTOMER SERVICE
Ashley Gore and Dale Hartle, Porirua City Council
View Ashley Gore and Dale Hartle's presentation on using the council intranet & website to deliver amazing customer service (PDF, 3.97 MB)
DELIVERING CUSTOMER SERVICE IN A SMALL LOCAL AUTHORITY
Jan Stringer, Waitaki District Council
View Jan Stringer's presentation on delivering customer service in a small local authority (PDF, 17.17 MB)
ENSURING QUALITY IN YOUR CONTACT CENTRE
Kelly Brickley, Contact Centre Consultant
View Kelly Brickley's presentation on ensuring quality in your contact centre (PDF, 1.81 MB)
POSITIVE CULTURE CHANGE: HOW DID THAT HAPPEN?
Teresa Haley, Horowhenua District Council
View Teresa Haley's presentation on positive culture change: how did that happen? (PDF, 5.88 MB)
Day Two - Tuesday 7 Sep, 2010
CONTACT CENTRES TODAY AND TOMORROW
Michael Meredith, Chief Executive, Australian Teleservices Association
View Michael Meredith's presentation on contact centres today and tomorrow (PDF, 4.4 MB)
ACHIEVING EXCELLENCE IN CUSTOMER SERVICE
Craig Dalli, Blacktown City Council, Australia
View Craig Dalli's presentation on achieving excellence in customer service (PDF, 3.02 MB)
THE WAY WE WORK WITH OUR CUSTOMERS: GUIDING PRINCIPLES FOR SERVICE EXCELLENCE AT HUTT CITY LIBRARIES
Philip Casey, Hutt City Libraries
View Philip Casey's presentation on the way we work with our customers (PDF, 561.9 KB)
PORIRUA CITY COUNCIL MOVES TO UNIFIED COMMUNICATIONS TO IMPROVE PRODUCTIVITY
Peter van der Burg, Porirua City Council
View Peter van der Burg's presentation on PCC moves to unified communications to improve productivity (PDF, 4.51 MB)
CUSTOMER SERVICE EXCELLENCE: THE TCC STORY
Margaret Batchelar, Tauranga City Council
View Margaret Batchelar's presentation on customer service excellence: the TCC story (PDF, 7.21 MB)
SUCCESSFULLY IMPROVING THE FOCUS ON CUSTOMER SERVICE IN THE HURUNUI DISTRICT
Judith Batchelor, Hurunui District Council
View Judith Batchelor's presentation on successfully improving the focus on customer service in the Hurunui District (PDF, 6.7 MB)
AMAZINGLY SERVICE FIT!
Suzie Patrick & Tanya Lyders, Projex Unlimited
View Suzie Patrick's and Tanya Lyder's presentation on amazingly service fit! (PDF, 2.2 MB)
SO WHAT REALLY MATTERS?
Mike Maguire, Hastings District Council
View Mike Maguire's presentation on so what really matters (PDF, 2.38 MB)?
PRESENTING THE 'REAL' NEW ZEALAND AT THE RWC2011
Bridget Abernethy, New Zealand 2011 Office (Rugby World Cup)
View Bridget Abernethy's presentation on presenting the 'real' New Zealand at the RWC2011 (PDF, 2.39 MB)