J2 Global was recently awarded ORCCA Contact Centre of the Year and has offered to host a site tour to showcase their centre and offer insight into their success.
J2 Global provides Internet services through its two divisions: Business Cloud Services and Digital Media. The Business Cloud Services Division offers internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. The Digital Media Division offers technology, gaming and lifestyle content through its digital properties. J2 offers an energetic and collaborative environment that fosters ingenuity and invention
March 26, 2015
Customer Experience in Contact Centres – Is your alignment our of whack
Aligning Customer Experience with Contact Center Operations
How do customers really view their experience with your contact centre? Is your customer experience strategy truly being delivered? Or is your alignment out of whack?
This interactive session gave insights on aligning customer experience strategies with service operations. The session focused on learning the best practices that organizations are currently spending millions of dollars to identify and put into practice.
Pierre Marc Jasmin, President of Services Triad presented a leading benchmark study that revealed the competitive advantages of optimizing your customer experience strategy. Services Triad is a Consulting/Benchmarking organization which specializes in contact center optimization and knowledge sharing through benchmarking.
ORCCA audience members discovered how to assess the effectiveness of their operational processes and how it impacts customer experience. Trends, indicators, tools and optimization techniques provided key insights on taking the customer experience to the next level and increasing the return on investment.
Download Pierre Marc’s PowerPoint presentation for more information!
June 11, 2015
Change Management in Contact Centres – Moosha Gulycz from atFocus
Embracing Change in Contact Centres
People naturally resist change. In this Change Management session hosted by ORCCA, you will discover that there are predictable reactions to change and that resistance can be reduced if it is identified and addressed before it sets in. How can your team embrace the changes required to improve? Managers and frontline staff must step out of their comfort zones to develop and accept coaching support, metrics and quality assessments that drive the customer experience. This interactive session will provide insights into change management methodology explore today’s millennial employee and provide an understanding of how change and culture are integral to evolve as a high performance contact centre.
September 16, 2015
2015 ORCCA Awards Gala
MILLENNIUM1 SOLUTIONS AND TEKSAVVY SOLUTIONS HONORED WITH CONTACT CENTRE OF THE YEAR AWARDS AT THE ORCCA AWARDS OF EXCELLENCE GALA
The Ottawa Regional Contact Centre Association (ORCCA) annual gala recognizes best in class contact centres and top performing individuals who enhance the image of the call centre profession.
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Gala photos have been added!
November 25Th. 2015
2015 Coaching Forum
Thank you Jane Finn and Deborah Morden from Contact Strategies for joining us and putting on a great presentation.
What matters in the moment?
We measure, we monitor but how do we motivate our employees to consistently deliver a quality customer experience?
A good coach is a catalyst for change; someone who sparks others into action. In the end, success often comes down to the effectiveness of one-on-one coaching. Are you taking advantage of the opportunity to listen to calls with your staff in order to:
- Clarify expectations
- Enhance job knowledge
- Support skills development
- Develop solutions
- Increase autonomy
- Improve decision-making capabilities