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Community News


CCA Conference in San Diego; Energizing!

Thursday March 28th 8am Rated 1 1 Comment Conference Customer Service Community News
We just wrapped up our Spring 2013 conference in San Diego and I have to say it was energizing! There is nothing like getting together with other professionals in the industry. I understand the ease of social media and connecting online, but those interactions rarely leave me feeling pumped up to get things done.

CCA Membership, Events, and Training...

Wednesday January 16th 12pm Rated 2 0 Comments Community News
Membership, Events, and Training have united to make purchasing easier for Contact Center Professionals!

Testing IVR at the Top of the Stack

Monday December 27th 2010 1pm Rated 2 0 Comments IVR Community News Inbound
How and when to stay on top of the caller perspective.
Community

Twelve Ideas to Enhance the Creative Process

Monday December 27th 2010 1pm Rated 2 0 Comments Inbound Community News
We all have brainstormed the same way for years. Everyone spends an hour in the conference room, bored and uninspired. Somebody throws out a recycled idea. Everyone rallies behind the idea because they really just want to leave the conference room.
Community

Talking Turkey!

Tuesday November 23rd 2010 11am Rated 2 0 Comments Call Volume Communication Community News
When many of us have a short reprieve from the onslaught of holiday calls, Butterball's Turkey Line is ready and waiting. I would bet that most of the calls are from men that are taking on their first Thanksgiving as a husband; but that is just my instinct. Happy Thanksgiving to all of you!! Be safe and try not to over cook the turkey... Thanks to Bob Last for this timely Blog post!
Community

Who is Piloting Your Plane?

Wednesday November 17th 2010 11am Rated 2 0 Comments Inbound Community News
Next time you board a plane ask yourself this – would I get on this plane if the airline hired its pilots the same way I hire my contact center representatives? If the answer is yes, you get the importance of the customer to the business, but if your answer was no, WHY NOT?
Community

“Brand” New

Wednesday November 17th 2010 11am Rated 2 0 Comments Community News Inbound
The association is a place where contact center professionals can share, network, learn and get involved.
Community

What's the Value of Your QA Program?

Friday February 22nd 7am Rated 1 0 Comments Customer Service Quality Conference Community News
A Quality Assurance (QA) process, in which live or recorded customer interactions are evaluated and scored using standard criteria, is compulsory in most contact centers. The value of these programs is rarely debated. Each month, they move forward like clockwork - another 100 calls evaluated, another round of conversations with agents about their performance, and another set of scores reported. And all for... what?

I Bet You Didn’t Know That…

Thursday May 10th 2012 12pm Rated 1 0 Comments Community News
We produce a lot of information here at the Contact Center Association with the help of so many industry experts within the CCA community. The information runs the spectrum of topics like social media, quality monitoring work from home, work force management to name just a few. It is also delivered in multiple formats that are designed to make it convenient for our members.

CCNG Interactive Networking Discussions - Colorado Springs Meeting Recap

Thursday April 28th 2011 10am Rated 1 0 Comments Community News Workforce Virtualization Incentives Management Agent
I recently attended at CCNG meeting in Colorado Springs where about a dozen Contact Center Professionals gathered to discuss the relevant issues of the day. Our host was Lon Hendrickson Executive Director of the CCNG Magnet Program where we discussed, virtual workforce, improving frontline training, and best practices for incentive based programs.

Serving Your Way to Customer Loyalty

Monday December 27th 2010 12pm Rated 1 0 Comments Inbound Community News Customer Service
“ A precept of medical ethics is Primum Non Nocere which translated from Latin means, First Do No Harm. In business, a similar precept for success should be First Get it Right for Your Customer. ”
Community

T. Rowe Price: A Strategic Contact Center

Wednesday November 17th 2010 1pm Rated 1 0 Comments Community News Inbound
An extensive discussion on the strategic alignment of the contact center with the business
Community

How Knowledge Exchange Groups Work…

Tuesday October 5th 2010 11am Rated 1 0 Comments Communication Collaboration Community News
We all have something to say and share. These groups are forums to discuss the important issues and we encourage both the people that have extensive knowledge on certain topics and people that need knowledge about the topic to come together. Here are the key items: In the KEG’s there are three tabs, Members, Content Library, Discussions.

Changes Afoot: Thought You Should Know

Thursday May 24th 2012 8am Rated 0 0 Comments Community News
The CCA Insider and Queued-In e-news publications will be delivered on a new schedule starting June 1st 2012. In an effort to respect the busy schedule (and ever burgeoning in-boxes) of our members and the subscribers to our e-newsletters, we are moving to a monthly schedule for both publications.
Community

Earning Your Business

Thursday April 19th 2012 2pm Rated 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.
Community

Help Improve the Customer Experience

Tuesday October 18th 2011 10am Rated 0 0 Comments Community News Customer Expectations Conference
Get involved early! Join us in Orlando April 24th - 26th 2012 by submitting a speaking proposal, becoming a sponsor, and signing up for valuable content...
Community

Interested in writing and sharing your knowledge?

Thursday April 7th 2011 12am Rated 0 0 Comments Community News
Your educational content is wanted for publication.

RECAP: Contact Center Conference & Expo 2011

Thursday March 31st 2011 3pm Rated 0 0 Comments Conference Community News
The inaugural Contact Center Conference & Expo 2011 concluded on Thursday March 24 in Nashville Tennessee. The feedback from attendees positively reflected the networking and learning opportunities. Contact center leaders were excited to return to the office with new strategies and improved skills. As the host of the event I spent a lot of my time connecting with the attendees and below are some of observations I made.

Contact Center Conference & Expo 2011 Commences

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

CCA & CCNG Are Working Together to Serve You

Thursday March 17th 2011 11am Rated 0 0 Comments Community News
The management teams at CCA and CCNG are aligning to give our members access to an expanded variety of resource offerings along with valuable local CCNG events. Our mutual goal is to expand and improve our online and offline offerings to create a comprehensive, member-centric community focused on the needs of contact center professionals.
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