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April 2012
Vol. 1 No. 10


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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
  • JobServeLtd (JobServe) RT @TravelJobsAgent: New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • UpwardlyMe (KC @Upwardly.Me) Alternatives to Verizon - Skype, Grasshopper, Google Talk, VoicePlus...Verizon should realize they don't OWN the phone biz #CXO #CustServ
  • PunksatonyPics (Chris) You know what, having a root canal done without the aid of drugs is preferable to dealing with anyone from @ThreeUK #customerservice #haha
  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
  • Blankita_n10 (Blanca Navarro) con la fokin groceria no van a lllegar a ningun lado man #customerservice #staples #winchester
  • socialskipper (Sally-Anne) Thank you SO much Chrissy at @cwonderstore for the amazing customer service this morning!! #custserv #win
  • mbarbagallo (Michael Barbagallo) #CustomerService week in review for week ending 5/12/12 http://t.co/sn7EoGcV #custserv #cctr #custexp
  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    


The Latest News

Latest Resources

Articles

CCCon Spring 2012 - Session 303: Driving Employee Engagement

13 hours ago 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.
Anonymous

Making Choices: Empowered Agents or Script Junkies?

Tuesday May 15th 10am 3 0 Comments Agent Cross selling
There has been little argument that outsourcing a contact center can have a significant financial impact - if one looks only at the direct expense and headcount. From an "everything else" point of view, however, there are many reasons not to outsource and/or offshore your customer support functions.
Complimentary

I Bet You Didn’t Know That…

Thursday May 10th 12pm 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.
Anonymous

Webcasts

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?
Complimentary

What is Happening in the World of Social Media in the Contact Center?

Wednesday August 17th 2011 3pm 3 0 Comments Social Media
Previously recorded on August 9, 2011
Anonymous

What is the key to an Effective Quality Monitoring Program?

Wednesday August 17th 2011 3pm 0 0 Comments Quality
Previously recorded on July 26, 2011
Complimentary

Blogs

Earning Your Business

Thursday April 19th 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.
Complimentary

Making Customers Feel Bad: Not Good Policy

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

A Telling Story About Building and Maintaining a Positive Customer Culture

Wednesday January 18th 2pm 2 0 Comments Customer Expectations Customer Service Employee
Maintaining your brand's reputation is hard work and it never really ends...
Complimentary

Spotlights

Zappos

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.
Complimentary

McAfee

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.
Complimentary

MetLife

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.
Complimentary

Podcasts

CCA Queue Talk "People Process" with Gary Praznik

Thursday May 10th 12am 1 0 Comments Employee Management People Hiring Retention
Hear about iQor’s unique recruitment practices and how they hire without using a formal interview process.
Anonymous

CCCon Radio Live - February 22, 2012 with Bob Davis

Wednesday May 9th 12am 1 0 Comments Quality
What is a Quality Conversation? In the contact center it means a genuine interest in the customer, a strong emotional connection, and asking the right questions to transition to a solution.
Anonymous

CCA Radio Live: An Interview with Barbara Burke

Thursday November 10th 2011 12am 0 0 Comments
Listen to a recording of this live show as Rich Hand interviewed Barbara Burke about her book: The Napkin, The Melon & The Monkey How to Be Happy and Successful by Simply Changing Your Mind
Anonymous

Industry PR

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
Anonymous

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
Anonymous

Redwood Collaborative Media Introduces Contact Center Association

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


Latest Comments

Comment on KEG: CCA Online Summit: Managing a Customer Focused Quality Monitoring Program

20 hours ago
HI everyone, some of you may be wondering how long you will have access to the presentations and session recordings, the answer is.....infinitely! Well, for now anyways. If we do need to close this KEG down, we will give you ample notice.

Comment on KEG: CCA Online Summit: Managing a Customer Focused Quality Monitoring Program

20 hours ago
Thanks guys. I'm honored (and shocked) that you want to hear it again. Abbie told me she would post the rap recording on the KEG sometime soon. Stay tuned!

Comment on Online Summit: 10 Tips for Managing a Customer Focused Quality Monitoring Program & Panel Discussion

20 hours ago
No, thank YOU, Melissa -- for all the valuable insight and advice you provided... both during your session yesterday and on the panel today. Great stuff!

Comment on Online Summit: Performance Coaching: The Missing Link to Agent Effectiveness

21 hours ago
Hi Connie! enjoyed your presentation.

Comment on Online Summit: 10 Tips for Managing a Customer Focused Quality Monitoring Program & Panel Discussion

21 hours ago
Thanks, Greg for moderating a lively discussion on the tips!