Resources

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

SwitchGear - Contact Mgmt Magazine - Coaching Case Study - Jan. 2011.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