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Saul's Soapbox... IF, I were CEO
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| If I ran my own business, my IT Department wouldn’t sit in an office waiting for problems to be presented to them. My IT Department would move around to each other department on a regular basis, watching how staff work. Their KPI's would be to come up with ideas and solutions as to how to streamline tasks and make things better or quicker using technology. When you think of IT like that, doesn’t it seem backward that we have to go to them to convince them of what we think is best, then convince them to do it?
If I ran my own business, my HR Department wouldn’t just be an admin department or merely play a payroll function. They would proactively move about the office actively seeking out random acts of following company core values. They would work with Managers on getting the best of out their teams. They would see what the staff do, hear for themselves what the issues are, (rather than waiting for an annual staff survey) and work with the Managers on hiring the best staff, creating rewards and recognition programs, bonuses and commissions to fit the team, and succession planning across an organisation. Doesn’t that make more sense? If I ran my own business, my Marketing Department would work with the sales team and the contact centre to create and roll out their marketing plans. They would take suggestions from the contact centre, adapting their campaign as needed. They would readily meet back on a regular basis to see how the campaign is progressing and adapt changes as needed or redefine the contact centre campaign based on contact centre feedback. Its 2012 soon! Start with a clean sheet of paper. Stop reading your emails. Live a little. Be daring. Season’s greetings..
Wrap-Up 2011 CCMA Networking Forums Well it's that time of year.....all the CCMA functions are finished for the year and we get a rest until we kick off again in February 2012. We had a great line up of speakers and a full on Social Media event to wrap up the year. In Peth, We were enthralled by the insight of the world of technology and what is to come, from Michael Ossipoff A long term technology Guru, Michael wowed the audience in Perth, convincing everyone.. well almost.. that Facebook will eventually, in the not too distant future become obsolete. OMG!!!! And speaking of OMG, many thanks to EDGE Employment Solutions for the event support all round! In Sydney, Brendon Walker reinvigorated the NSW CCMA Branch holding a fabulous event at the spectacular premises of the NSW Trade & Investment Centre. Guests heard an intriguing presentation by Mike Bowman, Director Customer Service and Sales from Telstra on how they embarked upon one of their most significant cultural changes, in turn reflecting positively on the customer experience. Mike had the breakfast audience captivated with his tales of "how to handle the comments at a family BBQ" and hit home the importance of knowing how to 'serve'. With a dedicated team firmly planted in NSW, the CCMA is looking to a bright and productive 2012 for NSW and ACT industry members and associates. The NSW Team look forward to serving our members in 2012 with a minimum of 4 industry events and a few planned site visits to bring the committee and members closer together. In Brisbane, the QLD Team capped off a great 2011 with the debate to end all debates...'Is Social Media Good for Companies'. With a strong team of Digital Nerds heading up the Affirmative Team, countered by an equally strong team of corporate professionals for the Negative Team, the debate kicked off with an audience slightly persuaded toward Social Media being a good thing. Through the fray of on topic discussion from the Affirmative, followed up with some off topic distractions from the Negative Team such as 'United Breaks Guitars' and other notable Social Media exposures of company mishaps, the Negative Team somehow had the effect on their audience of the deer caught in the headlights as at the end of the night, just over half the audience voted a win to the Negative Team, presumably because United broke their guitars too...but they weren't fast enough to market with a witty song and music video which ultimately crashed the United Airlines stock price through the floor. With the delightful Victoria Chalmers mediating between the two teams, the night was every bit fun as it was entertaining...the looks of horror on the Affirmative Teams faces said it all. Networking at the fabulous Telstra Brisbane facilities and the support of Event Partner Communication Centres International confirmed a winning result! We hear a repeat has been scheduled by the NSW CCMA Branch, but only because the NSW Director is still sore about losing to Queensland. Again....
In Melbourne, we tried something (slightly) new with Neil Rainey, Leadership, Talent and Development Guru, who gave a brilliant presentation on 'How to Work your Brain Brilliantly!' Neil examined recent scientific information on the brain and how it works, looking at how the work we do can either be done well or implode into a world of stress and pain.... Not going there, except to say WHAT AN INSIGHT for the 100+ people who attended!
Congratulations to the Prize winners: CPS Technology iPad2 prize winner: Michelle Herriot from People Matrix Group. Donated by CPS Technology to celebrate their 2012 Sponsorship of CCMA. Congratulations to the JobCall iPad2 winners; Eadith Min, Luis Prieto-Sanz, Yishan Tang and Kooi Lean Ng. Congratulations to Lou Vacca, from South East Water, who was the 200th attendee of the CCMA Contact Centre Management Training Program. Lou was awarded a 12 month CCMA membership and a $100 gift voucher for Levella Promotions, promotional products.
Registered with JOBCALL yet? Join the Industry Jobs Board set up for you! JobCall (ccmajobcall.com) is one of the most significant development to hit the Customer Contact industry for years! Designed by-the-industry for-the-industry, JobCall brings all of the different career options in our industry online into the one easy-to-use location as a one-stop shop. ‘…the most significant development to hit the Customer Contact industry for years’ The Customer Contact Services industry is the fastest growing industry and in Australia, it continues to grow at over 6% per annum - adding over 15,000 new jobs this year alone! JobCall's role is to help attract new people to the industry, and to assist those of us already in the industry to identify new jobs and/or new career options, as the demand for middle and senior management roles increase. By supporting JobCall you are helping the Australian Customer Contact industry to grow and maintain a leadership position in the world market, develop career development courses and advancing the professionalism of the industry. Employers and Employees registering with JobCall www.ccmajobcall.com can use the site as a resource to keep up to date with what’s going on in the industry or as your ‘first call’ when looking for new staff. The only online recruitment site endorsed and supported by the industry associations, JobCall is the only jobs board that truly understands the Customer Contact Services industry. CCMA thanks you for your support with this initiative.
CCMA ThankYOU To our wonderful Members, Sponsors and Partners who have supported the CCMA during our journey. We appreciate your support and look forward to working with you to better serve the industry in 2012!
The CCMA Office is closed from 12noon Friday 23 December 2011 We re-open 8.20am Monday 9 January 2012
We wish you and all those close to you a safe and Happy Christmas AND New Year!
2012 Diary Dates; Melbourne: 17 February - Ron Gauci, CEO Melbourne Storm Melbourne: 4 May - Stay tuned Brisbane: 1 March - Stay tuned Gold Coast: 31 May - Stay tuned
We welcome articles and your opinions on customer service, contact centres, call monitoring... to name a few topics! Contact Saul at marketing@ccma.asn.au
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