Check back often as we will continue TO post EVENTS, videos and materials from the gtacc emergency response webinar series for covid 19 as well as other resources
Hear from industry leaders David Bradshaw, VP Customer Care at ATB andd Sharon Stines, AVP Customer Care at Airmiles along with Moderator Jeff Doran, CCEOC as they share their journey transitioning from on-site to Remote Workers and what they are doing to ensure high employee engagement.
David Bradshaw, VP Customer Care, ATB Financial
Sharon Stines, AVP Customer Care, Airmiles
Jeff Doran, Founder, CCEOC
Employee Engagement and Remote Workforce
june 12 2-3pm
The Impact of Covid-19 on Customer Experience Expectations
How is Covid-19 changing customer expectations of great service? How can your contact centre evolve to meet these changes? Find out in this joint GTACC / LANtelligence event.
Sponsored by LANtelligence & 8x8
You Got Home......Now What?
In this session, you will hear from industry leaders share experiences from years of leading Remote teams. With the panic of getting your team home and set-up to work remotely, the new normal has started to settle in. They are home...... so now what?
Bruce Simpson, Partner, SwitchGear
Annmarie Greer, Director, TSC
Mark Rodrigue, SVP, Contact Point 360
CyberSecurity Tips for Remote Workforce
As remote work becomes the reality for employees and companies for the foreseeable future, an important discussion that’s taking place centres around cyber security and how to ensure that all employees are safely engaging with each other and customers. This is critical for those working within the traditional contact centre environment who are now being asked to deliver quality multi-channel customer experience from home. In this session, we will look at the motives and methods hackers are using to target remote workers and what you can do as an employee and leader to ensure secure interactions. Panelists: Eldon Sprickerhoff, Chief Innovation Officer at eSentire, Inc. Katherine Thompson, Partner, Security Culture Institute
Virtual Leadership During Covid-19 & Beyond
Hear from industry leaders Afshan Kinder, SwitchGear and Mike Aoki, Reflective Keynotes as they share strategies and tips to lead, coach and train your remote workforce during COVID-19 and beyond.
This new normal is here to stay for a while. If you are wondering how you will lead, train, coach and engage with your work-from-home and on-site team members, this is the webinar for you!
In this interactive, complimentary live webinar, you will learn how to keep your virtual and blended teams (virtual and on-site) motivated, connected and high performing.
In This Together
STORIES FROM THE FIELD
In this webinar we will Operations leaders will be sharing their stories as we all navigate through these challenging times. The leaders are offering their time to share some lessons learned and those that they are learning.
Collectively, we will support one another.
Lisa Running, VP Client Services, CI Investments
Chi Wen Liang, Director Client Services, Questrade
Keith MacKinnon, Director, Medtronic
In This Together WEBINAR 2
RESILIENCY IN STRESSFUL TIMES
With the ever evolving adjustments we all need to make to our daily routines and lives, there is no question this is impacting people’s stress, anxiety, relationships and overall mental well-being. Staying safe is not only a physical consideration but a mental one.
Through this webinar, we hope to help you begin the journey to:
Recognize the signs and symptoms of stress
Discover some tools and skills necessary to help prevent and manage stress more effectively
Reduce health issues and risks, improve decision making by gaining greater clarity and improve overall mental and physical well-being.
In This Together WEBINAR 1
CONTACT CENTRE SURVIVAL TIPS
Watch the recording of GTACC's "Contact Centre Operations Survival Tips During COVID 19 webinar. Hear from contact centre experts Afshan Kinder, Neal Dlin & Ivan Kovacevic as they discuss how to deal with the leadership, operational and technical challenges of managing a contact centre during these challenging times.
This webinar is moderated by Sangeeta Bhatnagar and Mike Aoki and also features additional tips from audience members, who are senior ops leaders in the contact centre industry.
COVID 19 RESOURCES
Resources collected to help.
Articles from Contact Centre Pipeline on Covid 19:
Webinar 1 - Covid 19 In This Together - Contact Centre Survival Tips Notes Summary
Webinar 2 - Covid 19 In This Together - Stress Resiliency Workshop Handout
Webinar 3 - Covid 19 In This Together - Stories From the Field Notes Summary
Technology - One pager on Cisco's quick contact centre deployment options to help ramp up home bases agents fast
Webinar 4 - Covid 19 In This Together - Virtual Leadership During Covid-19 & Beyond - Additional Speaker Notes
Webinar 5 - Covid 19 In This Together - CyberSecurity Tips for Remote Workforce handout sheets Download HERE
Webinar 6 - Covid 19 In This Together - You Got Home......Now What? handout sheets Download HERE