Our People

Steve Miller

Steve Miller has worked in the New Zealand contact industry for over 20 years, initially at Westpac in establishing and leading their distributed contact centres handling over 18,000 calls a day to agents and 100,000 calls per day to IVR.

In 2003 Steve established absol. Since then he has worked with a diverse range of New Zealand clients wishing to implement, expand or improve their customer service delivery channel capability. His specialities are customer experience design, business-technology integration and workforce management practices. 

Steve is an experienced workshop facilitator, mentor and commercial negotiator. He also works as an IQA for large complex business transformation projects where technology is a key enabler. 

Steve has been a speaker at international contact centre conferences, most recently at the American Contact Centre Industry Conference in Seattle, May 2012 on “How to do more with less in your contact centre … and make sustainable gains”. He has been a member of ICMI since 2004 and Advisory Board Member for CCiNZ since 2012.

Customer contact centre design and optimisation

• Design, implementation and management customer contact centres large and small.
• Development of business by phone and contact centre strategies.
• Contact Centre system RFP requirements and vendor selection 
• Service Level Agreements (SLA’s) between the contact centre the wider business 

Clients include: Westpac, Heartland Bank, OSPRI, Farmside, Foodstuffs(NI), Fonterra

Implementation of Workforce Management and Customer Interaction Quality practices

• Workforce management (WFM) practices - multi-channel workload forecasting, staff roster design and intra-day queue management 

• Customer interaction quality management practices  including trended reporting

Clients include:  ANZ, Vodafone, BOC Gases, OSPRI, Fonterra.

Customer Interaction Channels – review and update  

• Contact Centre, Service Centre and IT Help Desk  best practice reviews  
• Customer Interaction Channel strategies and practices update programs  
• Major behavioural change programs for contact centre leadership teams  

Clients include:  Fonterra, Toll NZ, Housing NZ, OSPRI, Foodstuffs(NI), Genesis Energy.

Business-technology integration and commercials

• Business cases, advocacy and project management for complex business/IT projects
• Integration of business and IT/telephony solutions for customer interaction channels  
• Vendor contract negotiation and return on investment (ROI) identification/realisation  
• Due diligence for business process and technology/telecommunications assets in business acquisition opportunity evaluation

Clients include:  Westpac, Toll NZ, Farmside

Telephony change business support

• Business-telephony strategy and requirements facilitation

• Call flow and message scripting design, phone practices development, user training, workload reporting and user testing design and execution

Clients include:  KiwiRail, 3M, Mary Potter Hospice, Presbyterian Support Central.

Change Management and Independent Quality Assurance

• Change management and risk management for business-IT and telephony projects
• External Quality Assurance for business change and complex IT project governance. 
  
• Thought leadership for IT strategy development, syndication and implementation.
  
• Crisis management for business-critical telephony or IT systems failures

Clients include:  The Quit Group, University of Canterbury, Barnardos, Foodstuffs(NI)

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