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CRM Team Leader Masterclass

This will be a wonderful class to broaden the level of professionalism for Team Leaders as well as up and coming Team Leaders.

At CRM we know there is fantastic leadership training for businesses. But there are skills specific to our industry, pressures unique to our environment that require our first-line leaders to be better prepared in order to thrive.

This one-day Masterclass is perfect for Contact Centre Team Leaders, budding 2ICs, and first level people managers in the frontline.

Join us to get practical, industry-specific methods that will help leaders confront the challenging situations for leaders in a Contact Centre.

Hear from a former Contact Centre Team Leader who is the 2019 winner of New Zealand’s ‘Local Hero Award’ from the Kiwibank NZer of The Year.

Plus, you’ll have the wonderful chance to network with peers around the room, from across the Contact Centre industry AND check out two outstanding operations who will open their doors for us to make site visits.

So, raise the level of professionalism for your team, learn from networking right across our industry,and book now!

Venue: Friday 17th May 2019 at SKYCITY Convention Centre
Time: 8.15am - 4.30pm
(Morning Tea, Lunch and Afternoon Tea is fully catered but please advise of any special dietary requirements at the time of booking)

The Programme:
8.15am Registration Desk Opens

8.45am Welcome from Laurie Smith

9.00am ‘From Team Leader to Beyond’ - Pera Barrett

10.00am Morning Tea (20mns)

10.20am ‘The Team Leader Workshop’ – Derek Good & Chris Lakatani

12pm Lunch (1 hour)

1pm/1.15pm Departure for Site Visits

       AA Insurance and Vocus Group (Slingshot/Orcon) SITE VISITS

3.30pm Return to SKYCITY Auckland

3.45pm/4pm Review/Summary – Chris Lakatani & Laurie Smith

4.15pm/4.30pm Close/Depart – Overview 2019 CRM Awards/CCiNZ Awards & CCiNZ Conference

Pera Barrett
Pera is the 2019 winner of the Kiwibank New Zealand Local Hero of The Year Award.
Pera set up and runs the Wellington Shoebox Christmas project.
He’s also been a Contact Centre Team Leader having worked the last fourteen years at BNZ, in nine different roles. He’ll share his learnings on career and moving within an organisation, based on his own experience from working as a Contact Centre agent, to leading Wellington’s Contact Centre and now his current role as a Digital Product Owner.

Derek Good
Having worked in the industry for over 20 years, Derek is a successful Contact Centre industry author, consultant and co-owner of Learning Planet
In fact he’s quite the master of many talents being on the Advisory Team to CCiNZ and one half of the dynamic duo who MC the annual CRM Awards. It’s fair to say that he’s a very relevant, current and leading professional for the Contact Centre industry in New Zealand.
Derek still practices as a highly sought-after presenter and trainer having worked with top performing teams here and around the world.

Chris Lakatani
Chris is an independent Corporate Trainer with over 20 years’ experience training award-winning teams in New Zealand, Australia and the UK.
He consults around the delivery of the right customer experience in the frontline and trains the judges for the CRM Awards each year. Chris will share in presenting the Team Leader Workshop with Derek.

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