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EventsNational EventsATA National Conference 2010 — 15 Sep 2010 to 17 Sep 2010
15-17 September 2010, Gold Coast Marriott ResortWe're pleased to announce that the 2010 conference agenda is now available online. For full details, visit the conferece website listed below for the complete program. And right now, we're offering early bird rates which will save you over $100 per delegate! More Information >> Attached File >> ATA2010brochure.pdf Contact Phone: 02 9555 5940 Fax: Email: Website: ATA National Conference ATA National Awards Night — 17 Sep 2010
7.00 for 7.30pm - midnightGold Coast Marriott Resort The ATA National Awards Ceremony celebrates the pinnacle of achievement in the Australian contact centre industry. The evening of 17 September 2010 starts with drinks from 7pm, followed by the awards ceremony dinner at 7.30pm. The event is black tie, and will features fantastic entertainment throughout the evening. More Information >> Contact Phone: 02 9555 5940 Fax: Email: Website: ATA National Awards ATA Professional Development: Workforce Management 1-2-3 — 11 Oct 2010 to 30 Nov 2010
ATAVICWFPPD070910.jpg) TBC The Art and Science of Forecasting, Scheduling, and Meeting Service Goals This course teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand. Topics include how to forecast, including a look at data collection/ interpretation and recommended forecasting techniques, steps for calculating staff requirements, and best practices in scheduling staff and meeting daily service goals. This 2-day program is designed around case study problems that cover typical forecasting and scheduling scenarios, and the complications of skill-based routing, emails, and outbound calling. Day 1 Module 1: Introduction to Workforce Management Module 2: Data Collection and Analysis Module 3: Forecasting Call Center Workload Module 4: Planning Resource Requirements Module 5: Understanding Staffing Tradeoffs Day 2 Module 6: Scheduling Call Center Staff Module 7: Managing Daily Schedules and Service Module 8: Managing Attendance and Adherence Module 9: End-of-Course Review and Assessment Our Partner: The Call Center School is a Tennessee based company dedicated to the professional development of individuals in the call centre industry. They offer a comprehensive curriculum of training programs to fit the needs of all personnel in the call centre industry. More Information >> Attached File >> ATA WFM 1-2-3 Detailed Outline.pdf Price Members: $2,035.00 (GST Inclusive) Non-Members: $2,535.00 (GST Inclusive) Contact Phone: 02 9906 6163 Fax: 02 9906 2155 Email: Book Online >> Past Events...Back to School Week Challenge — 24 May 2010 to 28 May 2010
BacktoSchoolposter2.JPG) More Information >> Attached File >> Back to School Challenge Sign-up Form.pdf Attached File >> Back to School Challenge Case Studies.pdf For further information contact Lee Worley, National Events Manager Contact Phone: 02 9906 6163 Fax: 02 9906 2155 Email: ATA National Technology Roadshow — 11 May 2010 to 21 May 2010
RoadshowFlyerMay10_Page_4_Page_1.jpg) Brisbane, Melbourne, Sydney, Perth, Adelaide WHAT YOU CAN EXPECT This one-day program is designed for contact centre industry professionals looking to maximize the return on their centre – attendees will gain insight into how to deliver a better customer experience and effectively engage employees through technology. With an interactive program attendees will have the opportunity to learn and exchange information with like minded peers on many of the common issues and challenges facing contact centres today – what do consumers think of their latest contact centre experience? How can we best utilise social media channels? How can we better engage our employees? How do we implement new technology effectively? A range of topic areas will be shared through workshops and presentations from leading industry specialists. This interactive program will be sure to enhance skills and knowledge for both personal development and for in your centre. WHO WILL BE ATTENDING? Designed for Contact Centre industry professional – Centre Managers, Team Leaders, Operations Managers, future leaders and other industry professionals seeking to maximize the return of their centre More Information >> Attached File >> Roadshow Flyer May 10(1).pdf Attached File >> Guest Speakers MAY10.doc Price Members: $395.00 (GST Inclusive) Non-Members: $650.00 (GST Inclusive) Contact Phone: 02 9906 6163 Fax: 02 9906 2155 Email: Book Online >> Complaints Workshops 2010 with Robyn Reilly and Allison Collier — 2 Mar 2010 to 18 Mar 2010
Various LocationsTurn complaints into positive experiences for your customers One of the most important skills required in running an effective customer service team or department is a team's ability to turn a difficult issue into a positive experience. In this workshop, Robyn and Allison will provide an effective framework for understanding and dealing with difficult issues in a way that maximises the experience for customers and staff. 02 March Perth Perth Zoo 20 Labouchere Road, South Perth 04 March Melbourne RACV Club 501 Bourke Street, Melbourne 11 March Adelaide National Wine Centre Corner Botanic and Hackney Rd’s, Adelaide 12 March Hobart Tasmanian Technopark Innovation Drive, Dowsing Point, Hobart 16 March Sydney Novotel Rockford Darling Harbour 17 Little Pier Street, Darling Harbour, Sydney 18 March Brisbane Rydges Southbank Cnr Grey & Glenelg Streets, South Bank, Brisbane Attached File >> complaint invite - ATA.pdf Contact Phone: 03 9605 4900 Fax: Email: Website: for more information and to register click here National Annual General Meeting — 28 Jan 2010
Time: 10.00amVenue: ATA National Office, Level 3, 55 Chandos St, St Leonards NSW To coincide with the AGM, the election of 2 National Board Directors is also being held, with the elected Directors to be announced at the AGM. The National Board of Directors elections are based on a voting system with positions being held for a term of 3 years. The two Directors retiring at the AGM, Malcolm Angell and Derek Finch, are eligible to seek re-election to the Board. To be eligible to stand for election you must be a current financial member of the ATA. More Information >> Attached File >> ATA DIRECTOR NOMINATIONS 2010.doc Contact Phone: 02 9906 6163 Fax: 02 9906 2155 Email: ATA Workforce Planning for Contact Centres — 13 Oct 2009 to 27 Oct 2009
RoadshowFlyerOct2009_Page_1.jpg) Perth I Adelaide I Brisbane I Sydney I Melbourne WHAT YOU CAN EXPECT This one-day program is designed for those responsible for producing higher levels of performance and efficiency within the contact centre. With an interactive program attendees will have the opportunity learn and exchange information with like minded peers on many of the common issues and challenges facing workforce planning and forecasting today. A range of topic areas will be shared by industry practitioners through case studies, workshop, presentations and Q&A session. This interactive program will be sure to enhance skills and knowledge for both personal development and for maximising the performance in your centre. WHO WILL BE ATTENDING? Anyone responsible for maximizing contact centre performance through workforce management and forecasting practices such as Team Leaders, Managers, Workforce Planners, Schedules and Resource Managers. DATES & VENUES: Perth Tuesday, 13 October Perth Convention Centre 21 Mounts Bay Rd, Perth Adelaide Thursday, 15 October Hotel Richmond 128 Rundle Mall, Adelaide Brisbane Tuesday, 20 October The Sebel King Georges Square Cnr Ann & Roma St, Brisbane Sydney Tuesday, 27 October Vibe Hotel North Sydney 88 Alfred St, Milsons Point Melbourne Thursday, 29 October Rendezvous Hotel Melbourne 328 Flinders St, Melbourne More Information >> Attached File >> WFP Flyer Oct 2009.pdf Price Members: $395.00 (GST Inclusive) Non-Members: $650.00 (GST Inclusive) Contact Phone: 02 9906 6163 Fax: 02 9906 2155 Email: Book Online >> ATA National Awards Night — 18 Sep 2009
7:00pm - MidnightDoltone House- Jones Bay Wharf Pyrmont Hosted by Chris Bath, Channel 7 news anchor and co-host of ‘Sunday Night’. The ATA National Awards Ceremony celebrates the pinnacle of achievement in the Australian contact centre industry. The evening of 18 September 2009 starts with drinks from 7pm, followed by the awards ceremony and dinner at 7:30pm. The event is black tie, and features awesome entertainment by Sydney’s ‘Everyday People Band’. Attached File >> National Awards Night Flyer and registration.pdf Contact Phone: 02 9555 5940 Fax: 02 9555 5949 Email: ATA National Conference and Awards 2009 — 16 Sep 2009 to 18 Sep 2009
Doltone House Jones Bay Wharf, Pyrmont Point SydenyThe program for the 2009 National Conference has now been distributed and available for view on the conference website. More Information >> Early Bird Rates ally to 30th June 2009 Contact Phone: 02 9555 5940 Fax: 02 9555 5949 Email: Website: ATA National Conference and Awards |
National Events