Check out the informative resources provided by some of the top Contact Centre professionals in the GTA!
Keep checking the site, as we will be updating the Resources regularly!
Graham Kingma - Article for Contact Management Magazine
SwitchGear - Strategic Insights - Call Reduction Strategies
SwitchGear - Strategic Insights 10 Sacred Cows of Metrics
SwitchGear - GTACC Jan 2010 Meeting Summary - Addressing Tough Issues
SwitchGear - Call Centre for Dummies, 2nd Edition
Gerald McGroarty - 5 Steps
Gerald McGroarty - Recommended Reading
Mike Aoki - Handling Irate Callers
SwitchGear - GTACC Coaching PPT for handout.pdf
Sharmane Good, LoyaltyOne - Blue Ocean Strategy for Contact Centres - GTACC Feb 2011.pdf
Sharmane Good, LoyaltyOne GTACC Follow Up - Blue Ocean Strategy for Contact Centres GTACC Follow Up Feb 2011.pdf