Day One - Monday 01 August, 2011
JOURNEY TO THE CENTRE OF GREAT CUSTOMER EXPERIENCE
Sean McNamara, Corporate Manager, Customer Experience & Office of Corporate & Project Management - Adelaide City Council
View presentation on: Journey to the Centre of Great Customer Experience (PDF, 1.55 MB)
CHRISTHCHURCH EARTHQUAKES AND CALL CENTRE SERVICES
David Dally, Unit Manager - Customer Services - Christchurch City Council
View presentation on: Christchurch Earthquakes and Call Centre Service (PDF, 5.68 MB)
RESPONDING TO THE CALL FOR HELP IN A NATIONAL STATE OF EMERGENCY
Craig Grant, Group Manager, Corporate & Governance - Horizons Regional Council
Mike Manson, Business Development Executive - Palmerston North City Council
View presentation on: Responding to the Call for Help in a National State of Emergency (PDF, 5.78 MB)
SMS QUEUING IN YOUR CONTACT CENTRE
Tony Wilcock, Channel Manager, Zeacom Ltd
View presentation on SMS Queuing in Your Contact Centre (PDF, 1.3 MB)
TEXT FIX-IT
Carol Wahrlich, Manager, Customer Services - Wellington City Council
View presentation on: Text Fix-It (PDF, 951.8 KB)
TOP OF THE SOUTH MAPS: HOW THE LATEST TECHNOLOGY CAN HELP AND HINDER YOUR CUSTOMER SERVICE CENTRE
Susan Shaw, Team Leader GIS - Nelson City Council
Pete Frew, GIS Coordinator - Tasman District Council
View presentation on: Top of the South Maps (PDF, 4.9 MB)
THE FORMALISATION OF A PROCESS FOR ELECTRONIC COMPLAINTS & FEEDBACK SYSTEM
Cherie Irving, Manager - Customer Service Centre - Nelson City Council
Presentation on: The Formalisation of a Process for Electronic Complaints & Feedback System coming soon!
DEMONSTRATION OF AN ELECTRONIC VISITORS' SIGN-IN SYSTEM
Paula Cooper, Customer Service Team Leader - Manawatu District Council
Trena Hokianga, Customer Services Officer - Reception - Manawatu District Council
View presentation on: Demonstration of an Electronic Visitors' Sign-in System (PDF, 5.04 MB)
LOCAL GOVERNMENT LEADING THE CHARGE IN MOBILE RATEPAYER SERVICES
Darren Besgrove - BlinkMobile Interactive - Australia
View presentation on: Local Government Leading the Charge in Mobile Ratepayer Services (PDF, 2.43 MB)
LAUNCH OF ALGIM'S CUSTOMER SERVICE TOOLBOX: BEST PRACTICE & CUSTOMER FIRST MODULES
Mike Manson, Chief Executive - ALGIM
Suzie Patrick, Director - Projex Unlimited
View presentation on: ALGIM's Customer Service Toolbox: Best Practice & Customer First Modules (PDF, 3.04 MB)
Day Two - Tuesday 02 August, 2011
DO MORE WITH LESS IN YOUR CONTACT CENTRE: WHERE TO START?
Steve Miller, Managing Director - Absol
View presentation on: Do More with Less in Your Contact Centre (PDF, 632.6 KB)
SUPER SIZING CUSTOMER SERVICE - AUCKLAND COUNCIL'S STORY
Sue O'Gorman, Manager of Service Area Locations - Auckland Council
View presentation on: Super Sizing Customer Service - Auckland Council's Story (PDF, 4.74 MB)
ARE YOUR CUSTOMER INTERACTION DETAILS IMPORTANT TO YOUR BUSINESS NOW AND IN THE FUTURE?
Jillian Jary, Records Administrator - Nelson City Council
View presentation on: Are Your Customer Interaction Details Important to Your Business Now and in the Future? (PDF, 195.3 KB)
TOGETHER EVERYONE ACHIEVES GREAT SERVICE!
Suzie Patrick, Director - Projex Unlimited
Tanya Lyders, Customer Relations Officer - Projex Unlimited
View presentation on: Together Everyone Achieves Great Service! (PDF, 1.01 MB)
EIGHT STEPS TO IMPROVE CROSS-CHANNEL CUSTOMER EXPERIENCE
Allan Mills, Customer Experience Specialist - Datam
View presentation on: Eight Steps to Improve Cross-Channel Customer Experience (PDF, 750.7 KB)
TERMS FOR COUNCIL
Mike Manson, Chief Executive - ALGIM
Susan Skudder, Director - SWIM Ltd
View presentation on: Terms for Council (PDF, 1015.8 KB)
CONTACT'S JOURNEY TO THE CENTRE OF OPERATIONAL EXCELLENCE
Dwina Dickinson, Customer Service & Operations Manager - Contact Energy
View presentation on: Contact's Journey to the Centre of Operational Excellence (PDF, 822.2 KB)