Hi,early September is always a cool time for this Jones boy with a birthday and Fathers Day in close succession. This weekend was no exception with these two occasions happening on consecutive days !! Two days of pure indulgence and getting my own way…life doesn’t get any better! A motorbike cruise into some favorite city haunts including a visit to the newly refurbed Auckland Art Gallery was a highlight (check it out).Toastmasters impromptu speaking skills saved the day when I was required to explain to a police patrol dude why I had found it necessary to drive briefly on the wrong side of the road in Queen St !! Rather fortuitously I was let off with a warning although being disowned by my totally unimpressed pillion passenger was punishment enough!. Nothing has the potential to spoil your day more than that sinking feeling when you see the blue, red and white lights flashing and hear the siren. A lucky break $150.00 instant fine birthday present from the Government after some quick talking and sincere apologies to pillion and police ! (it was my day afterall !).
I am one of the lucky ones for whom Fathers Day is still a two way street where I get to enjoy being a Father but also still have the chance to visit my Dad to recognise his huge contribution to my life. It is vital we say thanks to the important people in our lives as often as we can before we are no longer able to. To this end I hope all the Fathers out there were visited, spoilt or made the most of the occasion to catch up with family and friends this weekend. Roll on RWC 2011, go the mighty AB’s……………….. Have a great week……………..cheers Jonesey
Harry the loving canine son of the grumpy man said happy birthday and fathers day by digging up two of his favorite old bones and presenting them to me…thanks bud !
“Support, engage, educate.” CCINZ mission
I was lucky enough to spend time again with the highly professional Contact Centre Industry team at their annual conference recently.
Sponsors, exhibitors, suppliers and members all with a clear commitment to continuous improvement came together for a day of sharing, learning and networking.
It was a pleasure to be involved with such a diverse group that represented the cutting edge of an industry that has made big strides forward in recent times.
Some of New Zealands largest companies, organisations and government departments were represented. Many of these have contact centres with over 50 ‘seats’ taking 100s of calls from existing and prospective customers per hour per day.
I was particularly interested in the recent trends and statistics that were presented from surveys done on customer service levels . Even with the rapid convergence of technology and social media a whopping 71% of customers still prefer to deal in person with a contact centre operator.
This further reinforced my long held view that our success in life is largely dictated by how effectively we communicate face to face or person to person with each other. The most successful contact centres therefore are the ones where staff are well trained to communicate effectively, have a can do customer culture, team spirit, and strong ethics. They have quality staff who get regular recognition and they consequently have a low staff attrition rate.They have a strong recruitment process that allows time to identify and attract people who have the best fit with their business culture.
This is a recipe not only for the contact centre industry but for any business; clear effective communication,culture,teamwork and regular recognition,all working to produce satisfied customers, repeat business,referrals and vital new business.
Thanks again to CCINZ conference supporters for a timely reminder of the importance of effective communication with customers, a simple yet powerful ‘must have’ for any employee or business!
“If we don’t communicate effectively with our customers someone else will.” Jonesey
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