GTACC Meetings
Previous Events
Work at Home Best Practices Webinar - Sharing the Journey with TELUS and Air Miles
Tuesday December 07, 2010
Hello friends,
Thank you for all the valuable feedback from our conference. It is because of the enthusiastic membership, great sponsorship and forward thinking team members that we are able to continue to grow and improve GTACC!
Thank you for being a part of the journey!
Our final GTACC meeting for 2010 will be on December 7, 8:30-9:30am.
Location: Wherever you want!
By popular demand, we are continuing in our series revolving around the Remote Agent.
Work at Home Best Practices – Sharing in the Journey with TELUS & Air Miles (Part 2 in a AHA Series)
At-home contact center agent programs are proven to dramatically reduce operational and labour costs, ensure business continuity, reduce agent attrition, and optimize workforce efficiencies and productivity. It is estimated that the 25% of Canadian organizations offered work at home arrangements for contact centre employees in 2009.
What we will cover:
Attend this interactive session and learn from the industry leading practitioner’s experience – TELUS Communications has several hundred work at home agents. Learn how their program has been success to both the enterprise and their customers. Air Miles (Loyalty One) has developed and significantly grown their work at home offering. Learn how Air Miles has leveraged the program to decrease costs and improve the overall customer experience.
What you will learn:
- The journey of work-at home. How to make it a viable offering in your business
- How to effectively hire, train, coach, connect with, recognize and reward work-at-home agents while reducing training costs - discover what remote agents really prefer and expect
- How to optimize quality assurance with proven remote quality monitoring and calibration techniques
- What the most critical Key Performance Indicators (KPIs) are
- How to manage quality and optimize the performance of your work-at-home agents
Webinar details will be sent out to all confirmed attendees.
Best regards,
Sangeeta
416-564-0399
GTACC Conference
Thursday November 04, 2010This is event is SOLD OUT!
Conference Details
Location: RBC Building 6880 Financial Drive, (Tower 2 – Great Lakes Room), Mississauga, L5N 7Y5
Parking: Please park in Tower 2
Date: November 4, 2010, 8:00AM - 4:30PM. Seating is first come – first serve as the room will be very full!
Contact info if required: Sangeeta Bhatnagar 416-564-0399 sangeeta@sbglobal.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
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 .