GTACC Meetings
Many thanks to Lou Caporusso, MEDT and the team at OITS for supporting GTACC members; from providing knowledge to organizing our meeting facilities and of course the great refreshments. Our meetings are always packed with great information, covering a variety of topics from leaders in the Call Centre Industry. They are definitely worthwhile times to reconnect with friends, share ideas and do some great networking!!!
Become a member to receive an email notice about the next meeting.
Upcoming Events
1st Annual GTACC Conference -
Thursday November 04, 2010The Greater Toronto
GTACC - 2010 Conference
Contact Centre – The Future State November 4th, 2010
Conference Overview
This Day-long, information packed conference will feature leaders from various industries; including the Telco’s, Financial as well as Travel.
We have something for everyone – whether you are a VP of Operations or an HR Consultant – we have you covered!
- Connect and associate with the Leaders in the Contact Centre Community
- Learn from those, on the cutting edge, and leading the way
- Grow your network while developing friendships
- Most of all – HAVE FUN!!!
Some topics to be covered are:
Leadership
Attendees will gain insights that will help them to anticipate the leadership challenges that lie ahead for us all in this industry. They will also hear how some of the best leaders in our business are preparing to meet these challenges.
Contact Centre Technology GPS – Do you have your co-ordinates?
Find out how other contact centres avoided the “too good to be true” pitfalls and are integrating effective new technology to optimize their customer experience.
Building a People Focused Culture in Your
Panel members from leading contact centre organizations will talk about how they build on their strengths and develop continuous improvement plans to ensure they stay on track and achieve their goals.
Offshore Outsourcing, A Strengthening or Crumbling Option
Find out from Outsourcing Leaders why so many companies are pulling back to increase the Customer Experience on-shore!
Turn to the Social Media Channel
Learn how one company launched and operationalized a social media program focused on their own community site, Facebook & Twitter. Find out how to develop a social media response team and how your organization can join the conversation. Come and find out why Avaya calls this operation most advanced call centre in the world.
Location: RBC Building 6880 Financial Drive, Mississauga
Date: November 4, 2010, 8:00AM - 4:30PM
Cost: $149 (refreshments and lunch included) Tickets can be purchased by contacting Sangeeta or Terry directly.
RSVP: Sangeeta Bhatnagar 416-564-0399 sangeeta@sbglobal.ca or Terry Pruner 416-435-6387 terry.pruner@senecac.on.ca
Upcoming GTACC Event -
Wednesday September 29, 2010Hello friends,
I hope everyone is having a safe and wonderful summer!!
It is that time when we start looking ahead into the Fall Season. Mark down September 29th , 8:00-10:00am for an informative and thought provoking session!
Location: 250 Yonge Street (Yonge/Shuter) 35th Floor
Date: September 29th, 2010
Time: 8:00-10:00am
PLEASE RSVP directly back to sangeeta@sbglobal.ca , as we are working on the website.
(Please note, as seating is limited at this venue – Vendor seating will be restricted to established vendors.)
416-564-0399
Previous Events
Upcoming GTACC Meeting - Changing with the Remote Workforce!
Friday August 06, 2010Hello Friends,
Hope you are staying cool in this blistering heat!
Great news – whether you are at your cottage, busy at work or having a stay-cation – you will all be able to attend the next GTACC meeting.
What you will get out of this virtual meeting:
• Greater insight into current workforce trends and the overall impact to our corporate culture
• Shifting the paradigm of Work---how to do it and how long will it take?
• How these emerging workstyles will impact the CC industry both near-term and long-term
Who should attend: Everyone! We are all affected by this paradigm shift!
Date: August 6th
Time: 8:30am – 10:00am
Where: - Wherever you want! Just log into the meeting!
The meeting details will be emailed upon receiving an RSVP. www.gtacc.ca
Thank you to our sponsors – B Wyze Solutions, who are gracious enough to host this virtual summer event for us!
Thank you to our expert speakers for sharing their knowledge!
Tim Dewey has been an active part of the service and support industry for over 15 years. Tim has been responsible for the Education and Certification business for the former STI Knowledge, and was their business unit head for sourcing solutions for over nine years. His leadership and insight positioned the company’s sourcing solutions in the upper right hand quadrant for Gartner’s Help desk Outsourcing Services three times this decade. He is now President and CEO of B Virtual Inc., the leader in Virtual workforce solutions for the service and support industry. B Virtual provides customers the solutions they require to deliver a continuously high level of service and support, remotely.
Katherine Thompson has over 13 years of experience in the contact centre industry with responsibilities for sales performance and client relationship management. Prior to joining Gexel in 2010, Katherine worked as a Senior Specialist with TELUS responsible for key relationships within Canada’s Big 5 banks. Katherine is recognized a strong and passionate voice for the contact centre industry and has been asked to speak on a variety of topics including At Home Agents, Mobile Workers, Global Sourcing and Canada’s brand in the global BPO industry.
Katherine currently sits on the Board of Directors of the Greater Toronto Contact Centre Association and is a member of the Barrie Cancer Society.
See you virtually on August 6th!
Stay cool!
Sangeeta
416-564-0399
Social Media - The New Customer Frontier
Tuesday June 15, 2010 8:00-10:00amHello friends,
Here is a last minute reminder for our much anticipated session on Social Media! THIS WILL NOT BE A TYPICAL PANEL DISCUSSION!!! Get ready to walk away with real answers to the questions and concerns that you have. This session will be extremely valuable as we examine the new Customer Frontier and how it is affecting the Contact Centre!! Are you ready?
Our esteemed panel is Nitin Badjatia – RightNow, Graham Kingma – Wind Mobile and Pat Perdue – DraftFCB.
This session will be facilitated by the one and only Bruce Simpson, SwitchGear!! If you attended the April 08 session on Cost Reduction in the Contact Centre – you know this will be awesome session where you will not be bored!!! Bruce is also one of the co-authors of Call Centre for Dummies, 2nd Edition.
GET READY FOR A FANTASTIC SESSION!
Meeting Details
Date: June 15th, 8-10am followed by a tour of the Rogers state-of-the art centre!!!! Thank you Terry Mirza, June Naranowicz and Sarah Greaves for organizing!!!!
Address: 2235 Sheppard Ave East, Atria 2 (Victoria Park/Sheppard), North York
Room: Go to the 2nd floor upon arrival and someone will direct you to Training Rooms 1 &2
Parking: Underground parking and then come up to the lobby through the parking garage. The entry to Atria 2 is well labeled.
PLEASE NOTE: Only names on the list will be allowed to enter the Contact Centre. If you have not RSVP’d – please do so.
RSVP below
http://www.gtacc.ca/index.cfm/fuseaction/content/contentID/77-GTACC-Meetings
Sponsors
Thank you to our friends at Novo Technologies for sponsorship of the morning refreshments. Please go to the sponsorship section on www.gtacc.ca to read up on our sponsors that have been so tremendous in their support!
Thank you very much to our friends at Rogers for offering up their wonderful Contact Centre as a meeting facility!
The Rogers Atria, North York office is home to a 600 seat Wireless Call Centre as well as the Corporate Sales and Sales Delivery teams. This brand new state-of-the-art facility has numerous amenities and a fresh, modern look. Located just north of downtown Toronto it is easily accessible by car or public transit. The Atria location offers a variety of amenities for employees to enjoy including a fitness centre, salon and spa, convenience store, Treat’s restaurant and a shuttle service to and from the nearby Fairview Mall for lunch-time shopping trips! Employees have exclusive access to the Rogers cafeteria that is equipped with 50" flat screens TV’s, foosball tables and a games room .
Taking Your Brand to the Next Level!
Thursday April 15, 2010 April 15th, 2010 8:00am-10:30-amHello friends,
Are you ready to DEFINE your personal Brand for you, your centre, your team?
Are you ready to get INSPIRED and TRANSFORM your Brand and take it to the next level?
We are SO fortunate to have Gerald McGroarty come share with us some of his expertise. The GTACC session will extend an extra half hour to allow for the specialized workshop!
For over 20 years, Gerald McGroarty has been an exceptional leader, coach and business strategist in the Canadian sports and media industry. As the former Publisher of The Hockey News, he led one of sport’s most respected magazines into the digital era, and developed it into a global brand. The award-winning magazine has subscribers in over 44 countries and is still recognized as the authoritative voice in the world of hockey. Prior to transitioning into the publishing industry, he was National Program Director for CHUM Radio’s TEAM Sports Network and was instrumental in the success of TEAM 990 Montreal, TEAM 1040 Vancouver and THE FAN 960 in Calgary. Before joining CHUM, he was General Manager of Radio for The Score Television Network, one of Canada’s most innovative sports channels, and he began his career with Telemedia Network Radio and The FAN 590. During his 12-year tenure, he was a multiple international award-winning writer/producer and held a number of positions including Creative Director. His legacy as a leader is in building teams and empowering a workforce to excel and exceed. Two decades of experiences at the highest level of sports and broadcasting has made the transition to Executive Coaching and Strategic Personal and Product Branding with Brandon Taylor Consulting an easy one.
Date: Thursday April 15th
Time: 8-10:30 am – GTACC Session PLUS 10:30-11:30am the privilege to tour the LoyaltyOne Airmiles contact centre (Please make a note of the time change)
Location: LoyaltyOne Airmiles Contact Centre 6696 Financial Drive, Mississauga
There is quite an excitement over our speaker, so please RSVP immediately. Vendor seating is totally full with our established sponsors.
If you plan on attending the tour, please indicate it in your RSVP.
Sponsors
Thank you to In Genius Solutions for sponsorship on the morning refreshments! Please feel free to check out our sponsors at www.gtacc.ca !
We would like to thank Airmiles for hosting the GTACC meeting and offering a tour of their state- of- the- art facility in the heart of Mississauga’s financial district.
Please read below a little on this wonderful facility!
“LOYALTYONE IS ‘LEED’ING THE WAY IN MISSISSAUGA--AIR MILES Call Centre features largest rooftop solar panel installation in Canada--
TORONTO (DECEMBER 9, 2009) — LoyaltyOne, operators of the AIR MILES Reward Program, celebrated the official opening of a new customer call centre yesterday which has been built towards silver and gold LEED certification and features the largest rooftop solar panel installation in Canada.
The hallmark of the facility is an extensive solar array on the rooftop and adjacent carport. Some 800 photovoltaic solar panels generate 165 kilowatts of power, currently the largest solar array in Canada, which can generate enough electricity to cover usage for the building through the amount of power the facility puts back to the grid. LoyaltyOne has also invested in building features and design components which will qualify for an application towards Leadership in Energy and Environmental Design (LEED) certification.”
Warmest regards,
Sangeeta
416-564-0399
Addressing Tough Issues
Tuesday January 26, 2010 January 26, 2010Hello Friends,
Happy New Year!!! I hope everyone had a safe and happy holiday!
To kick off the year, the decade with full force our first GTACC meeting will help YOU help your team.
We all know that employees can be an organization's most valuable asset. However, we have probably also worked with employees who were the organization's biggest liability. The critical question for most supervisors is how to change an employee who is a liability into an employee who is an asset. There is an even more basic question of whether it can ever be done at all.
About the Workshop:
On Jan 26th we will hold a unique workshop to focus on “addressing tough issues”.. This session is unique in that rather than talking about problems, we are going to work on them together. The intent will be to run a workshop and harvest the learning and insights from everyone, not just those at the front of the room. We will have the insights from what other 30+ other companies are doing to address issues - a common challenge or opportunity we all face… what a powerful learning opportunity.
Date: Jan 26th, 2010
Time: 8:00am - 10:00am
Location: 250 Yonge Street, 35th Floor, OITS office (Dundas / Shuter)
Thank you to Lou Caporusso – MEDT for sponsoring our beautiful location!
Thank you to SwitchGear for sponsoring of our morning refreshments!! Please check out the www.gtacc.ca to read about our sponsors.
Join this session lead by Winston Siegel, a partner at SwitchGear Consulting and co-author of the second edition of Call Center for Dummies. His core passion is working with a group of young managers to hone their leadership skills and help them create highly accountable team culture.
• Prior to joining SwitchGear, Winston was VP Customer Service for North America and Australia at Lavalife, running 20+ Call Centers. As VP of Merchandising in musical theatre, he also built a hugely successful North American merchandising business for The Phantom of the Opera and other theatrical shows. Prior to founding SwitchGear, he was President of Lavalife.
• He is a popular industry speaker in Contact Center metrics, leadership, and sales and the author of several white papers including The 10 Sacred Cows of Call Center Metrics.
• He has Philosophy degree from York University and an MBA from the Schulich School of Business.
We are so fortunate to have someone with Winston's experience and knowledge to facilitate this very practical and timely workshop!
Who should attend?
If you are a team leader/manager, leader of team leaders and managers or in Human Resources, you will benefit from this session by leaving with practical skills that you can use for “addressing tough issues” in your call centre or organization. We also encourage you to invite a friend from your Contact Centre or Human Resources, but please confirm early by replying to this email or register at www.gtacc.ca as space is limited.
When you register you will automatically be entered for a draw to win a copy of the second edition of Call Center for Dummies that has been co-authored by the SwitchGear Team!
Watch for more details in the next few weeks….as you do not want to miss this session!!
Warmest regards,
All the best for 2010!
Sangeeta
www.gtacc.ca
416-564-0399
Understanding the Future Knowledge Worker
Tuesday November 03, 2009Hello friends,
Block your calendars for the next event – we are changing things up a bit!
Have you ever wondered what your agents are thinking, what motivates them, or what their views on social media are and how it all affects your bottom line?
Although, every centre is multi-generational – the future consumer and a large part of each centre is made up of Gen Y’s.
How better to understand the Gen Y’s than to ask them directly! Well – we will be having a mix of Gen Y Contact Centre staff from various centres to help us fill in the blanks. Our session will be VERY interactive, so get ready as to have an information and fun filled session!
If you have any questions – please email me as we will have a great forum for YOUR questions to be answered!!!
Date: November 3rd, 2009
Time: 8:00am-10:00am
Location: 250 Yonge Street, 35th Floor OITS (Yonge/Shuter)
Thank you to our sponsors In Genius Solutions and Advantage Communications. Please check the sponsor section of our site to find out more about our wonderful sponsors!
Thank you to MEDT – Lou Caporusso for the continued support as this beautiful location would not be possible without his support!
Seating is limited at this location. To ensure your seat is booked please RSVP immediately. We had 23 people on the waiting list for our last event.
Due to the nature and topic for this event Vendor seating is limited.
Stay tuned – for some follow up material from the last GTACC meeting. The fantastic panel is working behind the scenes to get some additional information for all of you!
Warmest regards,
Sangeeta
www.gtacc.ca
416-564-0399