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…]
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…]
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…]
David has been in the Call and Contact Centre industry since 1993 having worked at all levels of the industry with companies including Telstra, FOXTEL, Cendant and Rinnai Australia. He began consulting in 1999, assisting clients with strategy development and implementation, as well as training, (needs analysis, content development and facilitation). Training programs have included customer service, sales, product knowledge and technologies
David has also spent many years consulting around all aspects of the contact centre business, including greenfield contact centre establishment, relocations, technology acquisition, implementation and replacement, process improvement and health checks
With a Certification in Project Management (CAPM) David’s skills also extend to Business Analysis. David has successfully completed major projects with the likes of Isuzu Australia, iSelect and SP AusNet.
Kim has over 12 years experience within the recruitment industry, and presents a unique value to clients and candidates, as her experience covers all streams of recruitment including global project management; business development; and the implementation and management of temp, perm, executive and volume recruitment campaigns.
Kim’s recruitment experience at sourcing from Agent level through to Senior Executive placements, ensures she is able to assist with any requirement. This experience includes establishing, implementing and managing clients; ensuring contract compliance and managing expert delivery.
Holding a Masters in Management Practice (HR), Kim’s ability to ensure the best sourcing and project management resources and tools are utilised, allows clients and candidates alike to receive industry best practice outcomes.
Kim is results focused, and has an excellent understanding of clients’ goals and objectives. She is a strong and clear communicator who has genuine respect for clients, candidates and partners in business. She is passionate about working that involves a ‘Hands On’ approach with a “Can Do’ attitude.
Steve has worked 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.
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…]
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…]
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…]
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…]