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December 2012
Vol. 1 No. 13


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To our Community Members, Event Alumni, Faculty, and Sponsors

Friday May 30th 2014 12am 0 0 Comments Community News
We would like to thank you for all of your support over the last three years. Since the Contact Center Association's (CCA) launch in 2010, we have produced 7 conferences, hosted several online training events, and maintained a website that has received hundreds of thousands of visitors.

CCCon Spring 2012 - Session 303: Driving Employee Engagement

Wednesday January 1st 2014 12am 0 0 Comments Management Engagement Employee
With: Brian Flagg, - Senior Account Executive, Cincom Systems All leaders know engagement is important as it drives employee satisfaction and hence customer satisfaction, drives lower attrition and hence lower hiring and training costs, and drives better productivity. The drivers of improved engagement are feeling valued, having input to key decisions, knowing your voice is heard, inclusion in operational improvement programs and initiatives, and recognition.

CCA Wishes Everyone a Happy Holiday Season and New Year!

Friday December 20th 2013 12am 1 0 Comments Customer Service
This is the last opportunity for all of us here at CCA to wish everyone a Happy Holiday Season, Merry Christmas, and Happy New Year! We want to thank so many of you for participating in our conferences, training, and writing articles for our publications. CCA will be looking forward to sharing more of your great content throughout 2014!


Online Summit Sample: The Metrics that Matter - Performance Reporting for Today and Tomorrow

Thursday May 2nd 2013 12am 2 0 Comments Measurement Metrics
Contact centers are able to measure just about anything over any time frame imaginable. With so much data on hand, getting to the metrics that matter most is like finding a needle in a haystack. Recognizing that simple is better, this session will focus on identifying the key performance indicators that have the greatest impact, and will address how to use them to change behavior.

What are the Biggest Issues Facing The Contact Center in 2013?

Sunday February 17th 2013 12am 0 1 Comment
2013 has just begun and organizations are beginning to implement their strategies for the upcoming year. What are some of the challenges customer based organizations are going to face? Will they be the same as 2012 or are there new challenges?

Tying Your Call Center Programs, Procedures and Processes Together to Drive Proficiency

Thursday September 22nd 2011 2pm 0 0 Comments Process
How can you leverage your call center metrics to improve agent performance and your managers’ ability to motivate, coach and challenge their teams to achieve better results?


Colorado Fires, Social Media, and the Contact Center…

Tuesday July 3rd 2012 9am 1 0 Comments Continuity Planning Disaster Recovery
A few observations of how Social Media and the Contact Center were utilized in the Colorado Springs Wild Fire...

Earning Your Business

Thursday April 19th 2012 2pm 0 0 Comments Customer Loyalty Community News
We here at Contact Center Association want to be your association of choice. In order to be that for you we must know what it is you need.

Making Customers Feel Bad: Not Good Policy

Thursday February 23rd 2012 4pm 0 2 Comments Customer Service Relationship Manangement
A story about a family outing to a favorite retailer gone bad...



Wednesday November 24th 2010 1pm 0 0 Comments Culture Customer Service Customer Manager Team Contact People Customer Loyalty
Zappos considers itself to be a service company that happens to sell shoes and apparel — a philosophy that is quickly turning the online retailer into a service icon.


Wednesday November 24th 2010 9am 0 0 Comments Culture Customer CRM Experience Support Technology Quality Contact People Process
The key to a quality customer experience: incorporating the voice of the customer into every product, process, policy and relationship.


Friday October 1st 2010 3pm 1 0 Comments Culture Employee Engagement
How can you maintain a high-performing center consistently year after year? Create a team of confident, satisfied, experienced agents.


CCA Radio Live: Future Contact Resolution - John Quaglietta

Friday August 3rd 2012 12am 1 0 Comments Contact First Call Resolution
Join Rich as he interviews John Quaglietta, of Avaya about Future Contact Resolution. No it's not a typo. John will be discussing the way organizations are predicting customer behavior and responding before the customer even knows the need to call! This is cutting edge and I hope you listen to this live interview. You can call in and ask questions live!

Queue Talk: Interview with Randy Mysliviec - Practical Knowledge Management – The Keys to Customer Satisfaction

Wednesday July 11th 2012 7am 1 0 Comments Knowledge Management Customer Service
If you are looking to improve First Call Resolution and reduce the cost per call in your center you should listen in on the practical advice Randy shares.

Queue Talk: Interview with Lauren Ziskie - 06/06/12

Thursday June 7th 2012 10am 2 0 Comments Customer Service Social Service Customer Loyalty
Listen to this Q-talk with Lauren Ziskie Chief Experience Officer, Dialogue Marketing Inc. Lauren discusses the latest trend in social media in the contact center.

Industry PR

The Contact Center Association and CCEOC Inc. form Partnership to Offer Employer of Choice Certification to Call Centers

Tuesday February 26th 2013 6am 0 0 Comments Industry Reports People Retention
TORONTO, ON, February 8, 2013 – CCEOC Inc. and CCA jointly announced today that they have formed a strategic partnership to offer Contact Center Employer of Choice Certification to the US contact center market.

Omega, EPIC Connections Team Up to Audit Customers’ Experiences with Contact Centers

Monday August 6th 2012 1pm 0 0 Comments
Contact center partners of EPIC Connections can qualify to receive Omega’s NorthFace ScoreBoard AwardSM for customer service excellence

VIPdesk and the Contact Center Association Presenting Joint Webinar: How to Integrate Social Media Into Your Contact Center

Monday January 24th 2011 2pm 0 0 Comments Social Media
Media Contact: Linda Dickerhoof VIPdesk 703-837-3507 ldickerhoof@vipdesk.com

Press Releases

Contact Center Conference & Expo 2011 Commences

Monday March 28th 2011 12am 0 0 Comments Community News Conference
Nashville, TN at the Gaylord Opryland

Redwood Collaborative Media Introduces Contact Center Association

Thursday March 3rd 2011 12am 0 0 Comments Community News
Press Release

Latest Comments

Comment on Article: Improving Quality Measurement and the Overall Customer Experience – Means Moving Into the Gray

Wednesday November 26th 2014 3am
A good customer experience is always beneficial for any company; a positive customer feedback is helps your company to increase their reputation in market which means people started trust on your organization. http://www.go4customer.in/call-center-services/outbound/customer-survey offers one of the best customer survey services which help your company to make happy customers and high level satisfaction to your clients

Comment on Article: What is the Impact of the Call Center on Customers & the Business?

Monday November 24th 2014 5am
I totally agree with your thought on imapact of BPO in business. I want to say that bpo has postive and negative impact. It depends on service offered by the business and customer care executive jobs for business growth -http://www.go4customer.com

Comment on Article: What is the Impact of the Call Center on Customers & the Business?

Friday November 21st 2014 2am
Call centers can connect a business with their customers and provides instant information about company & product to the customers. One of the major impacts of call centers is, it helps to make good business relationship between organization and customers. Call centers should have good staff to manage their client so that company maintains their reputation in between customers. http://www.go4customer.in/

Comment on Article: Multilingual Call Centers – A Closer Look at Meeting the Needs of Limited English Proficient Customers

Tuesday November 18th 2014 2am
Thanks Starla for this wonderful article, it’s seems you have done a deep research on call centers before this post. Call centers are always very helpful for business growth because in call centers they have expert’s and they know how to manage their clients.http://www.go4customer.in/call-center-services

Comment on Article: Contact Center Performance Measures

Monday March 24th 2014 4am
Affordable Contact and Call Center Management Software for more effective call center scheduling, call recording and Performance Management for your contact center. http://contactcenterperformance.blogspot.in/