Our client is a start-up in the Australian Professional Services industry based in Melbourne. They are seeking a dynamic, motivated part-time Business Development Representative to grow their business. [Read more…]
Archives for June 2014
Contact Centre World Awards
The Contact Centre World Awards – APAC Best Practice Conference and Judging were held in Singapore on June 2nd – 6th 2014. Judging took place for a large number of individual and centre awards, with the winners progressing to the Las Vegas in November to compete against winners from the other regions for the Global Contact Centre Awards. [Read more…]
Auscontact Association Board of Directors and Office Bearers announced
Earlier in June, the Auscontact Association Board of Directors conducted their first board meeting. In addition to voting for office bearers, the day was dedicated to identifying the strategic focus areas for the association, both for the immediate months ahead and a longer term perspective. [Read more…]
Steve Pels
Steve has work
ed a variety of roles in the call and contact centre industry since 1996. His roles have included call centre management positions, systems integration and design team management and management consultant.
During this period he has worked with companies such as National Australia Bank, ANZ Bank, Coles Myer, MLC, Ford, AXA, TABCORP, Damovo, Ericsson, Primus Telecommunications, Australian Unity, BMW and VicRoads.
His roles have included operational consulting, business needs analysis, development of contact centre strategies, tender preparation, contact centre establishment, contact centre relocation and centralisation and productivity improvements.
While Steve specialises in the productivity and people aspect of contact centres, as well as business processes and workflows, he also has a strong understanding of the technology available to contact centres.
Member of International Customer Service Professionals, Applied Voice Input/Output Society, and ATA.
Life Member of the Customer Contact Management Association.
Independent Provider of Employee Assistance
I am incredibly satisfied with the return on my investment in engaging Contact Centre Action (CCA) with this review.
CCA delivered an exceptionally comprehensive, user-friendly and pragmatic report that clearly spelled out an approach to enhancing contact centre operations. The recommendations took into account both current and future requirements. The transfer of knowledge that occurred during the review process was an added benefit and meant that all the context necessary for understanding and implementing the review recommendations was created with my people. [Read more…]
Semi-Government Authority
CCA undertook a very comprehensive review of all aspects of our call centre, and provided me with a thorough document detailing their findings and recommendations which clearly showed they had understood and articulated the challenges we were facing going forward, and produced a business case that demonstrated significant financial benefits over a five-year period. [Read more…]
Manufacturing and Wholesaling Company
Contact Centre Action were engaged as strategic advisors to us to implement improvements to their customer service operations Australia-wide.
CCA provided input to key decisions in all areas of operation and technology across the entire project. [Read more…]
International Outsourcer
After researching the marketplace, Contact Centre Action (CCA) were engaged to investigate and document our current business requirements, suggest future client capabilities, asses business requirements and create a tender document, suggesting solutions and vendors that were capable of satisfying the requirements. CCA were then engaged to manage the entire tender process, assist with the evaluation of responses and solutions and provide input to the final selection process. [Read more…]
IT Company
Based on CCA’s previous experience with several large-scale speech recognition and voice biometric deployments, we regularly engage them to provide project management resources, and assist us with customer requirements gathering and solution design workshops. [Read more…]
Local Government
Thank you for your excellent Telephone skills training workshop for the Customer Service Unit here at Wyndham City and the obvious knowledge & enthusiasm that you had to guide everyone through. This was not an ‘off the shelf’ session. It was customised and tailored to our needs which clearly showed CCA’s appreciation and understanding of what we were wanting to achieve. [Read more…]