http://www.contactcenterassociation.com/Item/1671/Managing-Gen-Y-in-the-Contact-Center/Agent-People-Performance-Managementhttp://www.contactcenterassociation.com/Item/1671/Managing-Gen-Y-in-the-Contact-Center/Agent-People-Performance-Managementgregvanzandt@benchmarkportal.comAgentPeoplePerformanceManagementGen Y, which represents 58% of the contact center work force, has different work/life expectations and interests than previous generations. On average, by the time a Gen Y has reached the age of 26, they will have had 6 to 7 jobs. Fri, 17 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1667/DAY-1---Part-1-Side-by-Side-Coaching/Coaching-Managementhttp://www.contactcenterassociation.com/Item/1667/DAY-1---Part-1-Side-by-Side-Coaching/Coaching-Managementbob@robertcdavis.netCoachingManagementIn side-by-side coaching, the coach follows a proven process built around an agenda that guides it. In this summit we will lead participants through this process and agenda, which has 12 items: Inform, Explain, Confirm, Assess, Prepare, Listen, Pause, Assess, Reinforce, Identify, Skill Transfer, and Observe.Sun, 05 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1668/DAY-1---Part-2-Skill-Transfer--Quick-Laps/Coaching-Managementhttp://www.contactcenterassociation.com/Item/1668/DAY-1---Part-2-Skill-Transfer--Quick-Laps/Coaching-Managementbob@robertcdavis.netCoachingManagementSun, 05 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1669/DAY-2---Part-1-One-on-One-Goal-Setting-Meetings/Coaching-Managementhttp://www.contactcenterassociation.com/Item/1669/DAY-2---Part-1-One-on-One-Goal-Setting-Meetings/Coaching-Managementbob@robertcdavis.netCoachingManagementThis skill is all about job focus, building rapport with the agent, and setting compelling expectations. In the webinar we will show participants how to focus power within their teams, one person at a time.Sun, 05 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1670/DAY-2---Part-2-Team-Huddles/Management-Coachinghttp://www.contactcenterassociation.com/Item/1670/DAY-2---Part-2-Team-Huddles/Management-Coachingbob@robertcdavis.netManagementCoachingTeam huddles are daily team meetings designed so that coaches can focus the team, build self-confidence and excitement among agents, and conduct training on specific tasks or processes.Sun, 05 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1311/Interested-in-Contributing-and-Gaining-Exposure/Inboundhttp://www.contactcenterassociation.com/Item/1311/Interested-in-Contributing-and-Gaining-Exposure/Inboundrhand@redwoodco.comInboundContribute your educational article to the Insider or Queued In eNewsletters.Fri, 03 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1666/4-Principles-Behind-a-Successful-Incentive-Program/Agent-Incentives-Qualityhttp://www.contactcenterassociation.com/Item/1666/4-Principles-Behind-a-Successful-Incentive-Program/Agent-Incentives-Qualityrcowen@snowfly.comAgentIncentivesQualityAn incentive program must produce a positive return on investment, otherwise it’s not worthwhile. My benchmark is an improvement of at least 20% in KPI’s. The program cost should be around two hours worth of labor cost per employee per month. For example, if paying $12 per hour, plan to spend $18 to $30 per month on incentives and program administration. This results in an excellent ROI.Fri, 03 May 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1665/The-Spirit-of-Service/http://www.contactcenterassociation.com/Item/1665/The-Spirit-of-Service/rhand@redwoodco.comIn the wake of the devastating attack on innocent people at the Boston Marathon Monday, the cameras captured extensive damage and destruction, but also a valiant spirit of service. The moment the bombs exploded on Boylston Street in Boston, people from every walk of life instinctively started helping people in need.Fri, 19 Apr 2013 07:00:00 -0600http://www.contactcenterassociation.com/Item/1663/CCA-Conference-in-San-Diego%3b-Energizing!/Conference-Customer-Service-Community-Newshttp://www.contactcenterassociation.com/Item/1663/CCA-Conference-in-San-Diego%3b-Energizing!/Conference-Customer-Service-Community-Newsrhand@redwoodco.comConferenceCustomer ServiceCommunity NewsWe 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.Thu, 28 Mar 2013 08:00:00 -0600http://www.contactcenterassociation.com/Item/1662/How-Chronic-Problems-Can-Cause-CSRs-to-Stop-Trying/Performance-Agent-Managementhttp://www.contactcenterassociation.com/Item/1662/How-Chronic-Problems-Can-Cause-CSRs-to-Stop-Trying/Performance-Agent-Managementjeff@toistersolutions.comPerformanceAgentManagementJim was a technical support representative for a software company. You could hear the resignation in his voice as he explained that customers were usually furious because they had been on hold for so long. Fri, 22 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1654/Session-103-Contact-Center-Leadership-It%27s-Not-an-Easy-Gig!/Leadership-Retention-Agent-Hiring-Developmenthttp://www.contactcenterassociation.com/Item/1654/Session-103-Contact-Center-Leadership-It%27s-Not-an-Easy-Gig!/Leadership-Retention-Agent-Hiring-Developmentconniesmith@spotonenterprises.comLeadershipRetentionAgentHiringDevelopmentBecoming a great leader in any environment is not easy to achieve but you add in the complexities of a Contact Center, and it can seem downright impossible! Contact Center leaders face unique challenges such as call metrics vs. customer experience; delivering services or products that are outside of your control; balancing quality with quantity; servicing multiple interaction channels; limited or no time for training and coaching; and a high level of stress and turnover.Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1655/Session-203-Did-Your-Call-Center-Rep-WOW-Me-The-Results-of-a-Blind-Research-Study-of-Utility-Call-Centers/Performance-Relationship-Manangement-Agenthttp://www.contactcenterassociation.com/Item/1655/Session-203-Did-Your-Call-Center-Rep-WOW-Me-The-Results-of-a-Blind-Research-Study-of-Utility-Call-Centers/Performance-Relationship-Manangement-Agentkmitchell@interweavecorp.comPerformanceRelationship ManangementAgentIn 2012, Kimberly completed a blind research study by making three phone attempts into 100 utility call centers for a total sampling of 300 calls. The calls were recorded and then evaluated against a set list of behaviors to determine the success rate of the delivery of these behaviors. The results of this study have been tabulated and the information provides great insight into the communication behaviors that contribute to successful business relationships.Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1656/Session-301-There-Really-is-an-%22I%22-in-TEAM---It-Is-You!/Leadership-Strategy-Managerhttp://www.contactcenterassociation.com/Item/1656/Session-301-There-Really-is-an-%22I%22-in-TEAM---It-Is-You!/Leadership-Strategy-Managerkperts@healthpromedical.comLeadershipStrategyManagerIf you are reading this you are probably already a good manager but are you a good leader? Now more so than ever, people need good leadership that will influence them to take control and envision their future. Leading people is not meant for everyone, and those that are truly successful at it know what the secret for success is. The secret will be shared with you during this session. Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1657/Session-405-What-Separates-Great-from-Average-Contact-Centers-3-Things-You-Ought-to-Know/Management-Performancehttp://www.contactcenterassociation.com/Item/1657/Session-405-What-Separates-Great-from-Average-Contact-Centers-3-Things-You-Ought-to-Know/Management-Performancets@ccapro.comManagementPerformanceOne of the top questions managers ask themselves is what separates the “good” from the “great” when comparing contact centers. Although every call center has its own unique set of challenges, metrics and standards, data now exists on what makes a call center best-in- class, average or even a laggard. In a recent report, Aberdeen Research shows an increase in customer demand for more personalized and always available customer service.Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1658/Session-504-Full-Throttle---Getting-More-Done-in-Eight-Hours-Than-You-Ever-Thought-Possible/Relationship-Manangement-Performancehttp://www.contactcenterassociation.com/Item/1658/Session-504-Full-Throttle---Getting-More-Done-in-Eight-Hours-Than-You-Ever-Thought-Possible/Relationship-Manangement-Performancerbaucom@redwoodco.comRelationship ManangementPerformanceIn Full Throttle you will learn about managing your time each day as it pertains to multiple projects, objectives, tasks and deadlines. We will look at what we do each day with a fresh new perspective as we get ready to go Full Throttle through each day. Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1659/Session-604-The-Metrics-That-Matter---Performance-Reporting-for-Today-and-Tomorrow/Metrics-Performance-Managementhttp://www.contactcenterassociation.com/Item/1659/Session-604-The-Metrics-That-Matter---Performance-Reporting-for-Today-and-Tomorrow/Metrics-Performance-Managementjaym@serviceagility.comMetricsPerformanceManagementContact 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. Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1660/Session-703-Moving-Metrics-Into-Action/Metrics-Measurement-Management-Performancehttp://www.contactcenterassociation.com/Item/1660/Session-703-Moving-Metrics-Into-Action/Metrics-Measurement-Management-Performancetimm@cooneysolutionsgroup.comMetricsMeasurementManagementPerformanceThese days, contact center costs are getting more attention than ever and the pressure is being felt at all levels of the organization. Front-line managers are often caught in the middle and find themselves struggling to balance conflicting objectives and priorities. Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1661/Session-801-Next-Generation-Contact-Centers-and-Home-Working/Workforce-Home-Agents-Management-Strategyhttp://www.contactcenterassociation.com/Item/1661/Session-801-Next-Generation-Contact-Centers-and-Home-Working/Workforce-Home-Agents-Management-Strategytest23@ccapro.comWorkforceHome AgentsManagementStrategy25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels. Purchasing transactions on mobile devices is exploding. And following will be support and help for customer care initiated through wireless devices. In tandem, the workforce is changing.Wed, 13 Mar 2013 00:00:00 -0600http://www.contactcenterassociation.com/Item/1653/Turbocharging-Agent-Performance-and-Satisfaction-through-Agent-Friendly-Technologies/Agent-Performance-Technologyhttp://www.contactcenterassociation.com/Item/1653/Turbocharging-Agent-Performance-and-Satisfaction-through-Agent-Friendly-Technologies/Agent-Performance-Technologylss@workflexsolutions.comAgentPerformanceTechnologyA call center manager once told me that in the last twenty years she had yet to see the introduction of new call center technology that actually made life easier for her agents. She was just highlighting in a succinct way the fact that while new technology is continually being introduced into contact centers to support new products and services, it has generally not been done with the agent “top-of mind”. Agents are, more often than not, left to deal with an increasingly complex work environment with which to perform their daily tasks. Fri, 08 Mar 2013 07:00:00 -0700http://www.contactcenterassociation.com/Item/1651/The-Contact-Center-Association-and-CCEOC-Inc-form-Partnership-to-Offer-Employer-of-Choice-Certification-to-Call-Centers/Industry-Reports-People-Retentionhttp://www.contactcenterassociation.com/Item/1651/The-Contact-Center-Association-and-CCEOC-Inc-form-Partnership-to-Offer-Employer-of-Choice-Certification-to-Call-Centers/Industry-Reports-People-Retentionrbaucom@redwoodco.comIndustry ReportsPeopleRetentionTORONTO, 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. Tue, 26 Feb 2013 06:00:00 -0700http://www.contactcenterassociation.com/Item/1650/What%27s-the-Value-of-Your-QA-Program/Customer-Service-Quality-Conference-Community-Newshttp://www.contactcenterassociation.com/Item/1650/What%27s-the-Value-of-Your-QA-Program/Customer-Service-Quality-Conference-Community-Newsrebecca@learning-currents.comCustomer ServiceQualityConferenceCommunity NewsA 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?Fri, 22 Feb 2013 07:00:00 -0700http://www.contactcenterassociation.com/Item/1640/Why-Making-the-%27Sales-Connection%27-is-Your-Contact-Center%27s-Key-to-Empowerment/http://www.contactcenterassociation.com/Item/1640/Why-Making-the-%27Sales-Connection%27-is-Your-Contact-Center%27s-Key-to-Empowerment/aslough@lsaglobal.comExpanding the role of frontline service providers can enhance their value to your customers and to the organization. By incorporating selling skills into their role, they can strengthen the customer connection by providing solutions and offering additional products. Often the challenge to these service providers is in knowing how and when to move into the role of a sales person. Thu, 21 Feb 2013 14:00:00 -0700http://www.contactcenterassociation.com/Item/1641/Is-a-Contact-Center-Strategy-Necessary/http://www.contactcenterassociation.com/Item/1641/Is-a-Contact-Center-Strategy-Necessary/ctaylor@thetaylorreachgroup.comTue, 19 Feb 2013 08:00:00 -0700http://www.contactcenterassociation.com/Item/1642/Understanding-and-Improving-Business-Processes-for-the-Contact-Center/http://www.contactcenterassociation.com/Item/1642/Understanding-and-Improving-Business-Processes-for-the-Contact-Center/judib@copc.comTue, 19 Feb 2013 08:00:00 -0700http://www.contactcenterassociation.com/Item/1643/Lean-Six-Sigma-for-Contact-Center-Operations%e2%80%94An-Overview/http://www.contactcenterassociation.com/Item/1643/Lean-Six-Sigma-for-Contact-Center-Operations%e2%80%94An-Overview/acaracostas@redwoodco.comTue, 19 Feb 2013 08:00:00 -0700