Association News from Association News page 37 Also taken into consideration is the company’s overall dedication to maintaining a cohesive working environment, practicing ongoing internal and external customer service initiatives and continuous involvement in industry and community programs. An Edmonton luncheon meeting last December of the Alberta <strong>Call</strong> <strong>Centre</strong> Association (ACCA) focused on social media in contact centres. With the dawn of Web 2.0, collaborative networking and social media, the world of telephony has seen innovations that promote positive interactions, enhance the customer experience, and facilitate organizational needs in operations, support and sales. This presentation was a case study on the use of Web 2.0 and multichannel technologies by Athabasca University to create an effective communication and self-service framework for its constituents. Three presenters from varied backgrounds provided different perspectives on the technology and business benefits that have been realized and are planned through the implementation of telephony and Web technologies. connected to our members to hear what challenges and vision they have for the future, so we in turn can be there ready to support and train for those needs. The <strong>2010</strong> Conference is scheduled for March 11, <strong>2010</strong> and will be held at our new facilities. In the New Year we will continue to shape programming and training to support our members. The MCCA Team has been offering and delivering customized training on site. The MCCA held its annual MECCA Awards Ga la on November 12, 2009 with more than 250 industry guests attending. It recognizes excellence in the customer contact centre industry. Awards were presented in the following categories: Community Award: MTS Allstream Technology Award: Provincial Health <strong>Contact</strong> <strong>Centre</strong>/<strong>Centre</strong> provincial de communication en matière de santé Environment Award: Manitoba Blue Cross, RBC Royal Bank Customer <strong>Contact</strong> <strong>Centre</strong> Training & Performance Management Award: Provincial Health <strong>Contact</strong> <strong>Centre</strong>/<strong>Centre</strong> provincial de communication en matière de santé, RBC Royal Bank Customer <strong>Contact</strong> <strong>Centre</strong> Employee Satisfaction Award: Provincial Health <strong>Contact</strong> <strong>Centre</strong>/ <strong>Centre</strong> provincial de communication en matière de santé, MTS Allstream Thirty-three contact centre professionals were recognized as Representative and/or Manager of the Year at this prestigious event. The association was busy planning events at the end of 2009. There were two networking sessions and on December 9th a breakfast event was held to discuss the H1N1 virus and its potential impact on our <strong>Industry</strong>. Representatives from Capital Health, Xerox and Staples presented. It was an excellent, informative session and best practices MarketPlace were shared that can help all contact centre’s minimize the impact of H1N1. Events early in <strong>2010</strong> included a Trivia Night on January 14th and a Breakfast learning event entitled ‘Motivating Employees in Your Organization’ on February 10th. For more information visit the Web site at http://www. contactcentrenovascotia.com/. TM The Manitoba <strong>Contact</strong> <strong>Centre</strong> Tours were once again a wonderful success. Thanks are extended to the host centres and everyone involved. This is a positive way to promote our industry. In spring <strong>2010</strong>, the Manitoba Customer <strong>Contact</strong> <strong>Centre</strong> (MCCA) will host more tours so check Web site for details The new Web site continues to evolve as additional areas are developed for member use. A number of exciting events this year started with a sharing of “Best Practices and Home Based Agents” in January, followed by another <strong>Industry</strong> Round Table the following week. With such global change happening, it is more important than ever to stay closely In terms of support from the Province, <strong>Contact</strong> <strong>Centre</strong> Nova Scotia (CCNS) was given the opportunity to present to the Board of Nova Scotia Business Inc. back in November. The presentation was an overview of the mandate of the association and explained the importance of the contact centre industry in Nova Scotia. Hopefully the Board took away a renewed faith in our sector and will continue to support it. CCNS announced a new interim vicepresident internal. It is Sandy Ross who is a senior executive with Register.com. CALL CENTER & CUSTOMER SERVICE JOBS Gexel Telecom specializes in delivering the most effective mix of live people and automated solutions to meet your requirements. Our qualified, reliable, proactive, multilingual contact center team is committed to the success, growth, profitability of our clients. Our range of services includes: Customer & technical support Account retention, order taking Incentive selling and cross-selling Telemarketing, Activation, renewal Also inquire with us today about our Emergency services and our automated interactive, outbound and inbound voice messaging service that can reach thousands of recipients per hour via phone, SMS or Email. For further information, please call 1.800.263.5161 Ext.500 or visit us at www.gexel.com 38 contact management.ca January / February <strong>2010</strong>
Association News 40 42 44 48 Strategy & Leadership Solutions People Solutions Operations & Service Solutions Technology Solutions January / February <strong>2010</strong> contact management.ca 39
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