January 19, 2016
Goal-Setting: Empower Your Team to Reach their Full Potential
How do you ensure your departmental goals align with your strategic outcomes? Is there a way to motivate your employees to outperform? Are performance review forms still an effective tool to get organizational results?
Join Michelle Emard, Chief Operating Officer for the Canadian Nurses Protective Society and reputed performance expert, to explore best practices and rev up your team for high-performance results.
In this ORCCA-exclusive seminar, Michelle will share:
- Just how innovation and knowledge influence today’s high-performance organizations
- How to effectively incorporate key performance indicators, the balanced scorecard and professional development
- In what ways Leaders can coach and communicate successfully to inspire results
- Don’t miss this opportunity to make 2016 your best year ever!
March 31, 2016
TekSavvy Site Tour
TekSavvy 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.
TekSavvy Solutions Inc. believes in doing the right thing. For our customers. For our business. For our employees. We do this by treating people the way we would want to be treated. With honesty, respect and consideration.
From our phone offerings to our Internet services, we believe Canadians should enjoy great access, at a fair price. Consumers want an alternative to unfair restrictions and fees imposed by monopolies. We are that alternative.
Our business practices are fair, effective and transparent. We believe in candor and integrity. And we believe that doing what’s right is the best business strategy of all.
This webinar is for customer service representatives and will provide them with essential elements that are important to a customer’s experience with your organization. Not only will participants learn how to identify and apply good customer service skills but how to manage personal stress and deal with difficult callers. We will also discuss the journey to continuous improvement in their role as your organization’s champion
In today’s highly competitive, connected world, it is often said that the only real differentiator between businesses is quality-oriented customer service. Intuitively we know this to be true. From front-line staff to the executive suite, a culture of quality must pervade the entire company to remain competitive. How would your customers rate your company’s quality? What about your employees? If you pause to consider these answers then this workshop is for you! Join us for a full day as we go deep on such key topics such as:
- Defining and designing your QA Strategy
- Aligning your QA program goals and expectations with business needs and customer requirements
- Initiating change
- Positioning quality monitoring not just as a frontline agent improvement tool, but also a business improvement tool
- Recognizing and reinforcing desired behaviours
- Empowering employees
- Creating a more positive customer and agent experience
Hosted by Jane Finn and Deborah Morden, both Managing Partners of Contact Strategies Inc., this workshop is dedicated to helping you identify which practices are working within your quality program and which may need reworking. You will understand how to make a positive impact on your customers while achieving specific desired business outcomes. Don’t miss your opportunity to participate in this engaging session and network with industry leaders from the Ottawa Area!
How agile is your organization? In recent years, business agility has become an industry buzzword. What is agility? It is the organization’s ability to adapt to change. New technologies are being developed at lightning speed, consumers have been empowered by social media and globalization has removed geographical barriers.
Join Donna Daw, Senior Branch Manager for Randstad Staffing, to learn about Randstad’s exciting research in this area and discover the concept of “AQ” – the intelligence of anticipating and interacting with the ever changing social, cultural, and economic conditions.
September 27, 2016
2016 ORCCA Awards
ORCCA is pleased to announce TekSavvy as this year’s Contact Centre of the Year, awarded at the Contact Centre Excellence Awards Gala on September 27, 2016.
This year’s annual Awards Gala was held at the acclaimed Canadian War Museum, in the expansive LeBreton Gallery banquet hall with a stunning view of the Ottawa skyline. This impressive gallery enabled guests to get a close-up look at large artefacts such as a Voodoo fighter jet, nineteenth-century artillery pieces, tanks, and other vehicles drawn from one of the most extensive collections of its kind in the world.
TekSavvy also walked away with a “Best in Class Award for Excellence Performance Quality and Coaching”, while Tweed took the “Best in Class Award for Excellence in Employee Engagement and Satisfaction”.
Nearly 100 Agents, Support Staff and Managers from Ottawa Regional Contact Centres were also honored with Career Excellence Awards. Candidates were recognized for performance excellence, teamwork, coaching, efficiency and collaboration.
During the Lifetime Achievement Awards, OnPath Business Solutions honoured the memory and contributions of Brian Thompson, and J2 Global congratulated Sheryl Dobson, both of whom contributed over 25 years to the Contact Centre industry.
Photo’s are now here, See them here
November 16, 2016
Did you know that it takes roughly 10,000 hours of practice to achieve mastery? Leadership skills are no different. The number one reason most people quit their jobs today is due to poor leadership. In today’s competitive market for hot talent, companies can’t afford to lose their people for reasons they can control.
You’ve just placed a bright, talented leader in your organization – what next? You protect your investment and your resources by enrolling them in this one-day Leadership Workshop hosted by ORCCA. Facilitated by reputed experts who have in-depth contact centre experience and knowledge differentiates this professional development from other generic providers – and for hundreds of dollars less. The Ottawa Regional Contact Centre Association (ORCCA) is a not-for-profit organization supporting the contact centre community in Canada’s National Capital region and promotes leading industry practices and innovation through its education programming.
This full-day session tailored for managers and supervisors will cover leadership theory and best practices. Case studies and group work in a discreet setting will encourage participants to exchange and network, in addition to gaining valuable new skills.
• Managing team performance
• Appropriate delegation
• Effective coaching
• Building a positive culture
• Resolving conflict
• Time management