February 9th. 2017
Legal matters often arise in the context of supervising and managing people. Back by popular demand, join Lawyer Dan Palayew of Borden Ladner Gervais who specializes in employment and labour law to learn more about relevant obligations, rights and best practices. Are you compliant with Bill 132? New laws regarding workplace harassment were recently introduced regarding the duty to investigate and define new policy requirements. Dan will present not only current law and best practices, but also practical ideas on how to minimize risk
March 30, 2017 – Best Practices Forum
Below you will find the presentations from Contact Centre of the Year recipients and leaders to learn more about their recipe for success!
Best in Class contact centres have qualities and characteristics that set the bar for high performance, not only by providing outstanding service to their customers, but also by providing the same level of care and excellence to their employees and their community.
Explore critical components of a high performing contact centre including panel presentations and discussions on quality, customer satisfaction and employee engagement.
Presentation from our Featured Panelists:
May 18, 2017 – Tweed Site Tour
Thank you Tweed for a great tour!
Tweed Main Street Care Centre (formerly The Tweed Care Centre) was a top contender for Contact Centre of the Year 2016 and was awarded ‘Best in Class’ for employee engagement. This recognition honors a contact centre with less than 100 staff that has enhanced the profession by setting and achieving the highest standards of excellence for customers, employees and the community.
Tweed Main Street Care Centre handles contacts from current and prospective customers from across Canada. Tweed Main Street is unique as it is the only legal marketplace offering a variety of cannabis products in a one-stop-shop destination – a Canadian first. Voted Best Customer Service by Lift Awards 2015 and runner-up Lift Awards 2016 and Best Customer Service NVO 2016 by Leafly; the Care Team provides industry-leading support. It is no wonder that twenty-five percent of all Access to Cannabis for Medical Purposes Regulations (ACMPR) shipments come from Tweed Main Street.
June 6, 2017 – Leadership Workshop
This was a full-day session led by industry experts and features keynote speaker Rob Villeneuve, CEO of Rebel.com.
This workshop is tailored for managers and supervisors and 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. Topics include:
- Managing team performance
- Appropriate delegation
- Effective coaching
- Building a positive culture
- Conflict resolution
- Time management
ORCCA is pleased to announce Tweed Main Street as this year’s recipient of the Contact Centre of the Year award. The award was presented at the Annual Ottawa Regional Contact Centre Awards of Excellence on September 26, 2017.
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. The guests were able to get a close-up look at of this impressive gallery and its 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.
Rebel.com and Tweed Main Street are this year’s recipients of Contact Centre Leader of the Year awards, our brand-new award recognizing a contact centre that has demonstrated excellence in Customer satisfaction, Employee engagement, Quality assurance, Training and professional development, Business process improvement or First-call resolution
Rebel.com walked away with the Contact Centre Leader of the Year award for excellence in Employee Engagement and Tweed Main Street for excellence in Training and professional development .
Nearly one hundred agents, support staff and managers were also honoured with Awards of Excellence. Candidates were recognized for performance excellence, teamwork, coaching, efficiency, leadership and collaboration.
During the Lifetime Achievement Awards presentation, Denise Byrnes from the Canadian Nurses Protective Society and Line Larabie from Scotiabank were honoured for their contribution to the contact centre industry for 25 years or more and were congratulated for their professionalism, accomplishments and for serving as an example to others.
We would like to thank all for people who helped put together this year’s Awards Gala, including our guests speaker and sponsors. And, a special thanks to all our Sponsors for their commitment and continued support.
See you next year!
Improving First Contact Resolution (FCR)
The contact centre industry readily acknowledges the importance of measuring and improving First Contact Resolution (FCR). Measuring FCR can be a challenge but it remains one of the leading success indicators for driving customer satisfaction. Attend this ORCCA event to explore the linkages between FCR and customer satisfaction, and discover the latest best practices on how to measure and improve first contact resolution.
You can view Sheryl Dobson presentation right here