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

WEBINAR Details

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. 
 

Speakers:
David Bradshaw, VP Customer Care, ATB Financial
Sharon Stines, AVP Customer Care, Airmiles
Jeff Doran, Founder, CCEOC

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InThis Together 

WEBINAR 8

Employee Engagement and Remote Workforce

june 12 2-3pm

 

InThis Together 

WEBINAR 7

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

WEBINAR RECORDING

 

WEBINAR Recording

WEBINAR HANDOUTS

InThis Together 

WEBINAR 6

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?
 

Panel Members
Bruce Simpson, Partner, SwitchGear
Annmarie Greer, Director, TSC
Mark Rodrigue, SVP, Contact Point 360

 
 

InThis Together 

WEBINAR 5

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 

WEBINAR RECORDING

WEBINAR HANDOUTS

 

WEBINAR 4 recording

WEBINAR 4 ADDITIONAL SPEAKER NOTES

InThis Together 

WEBINAR 4

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

WEBINAR 3

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.  

 

Panel Members
Lisa Running, VP Client Services, CI Investments
Chi Wen Liang, Director Client Services, Questrade 
Keith MacKinnon, Director, Medtronic

WEBINAR 3 RECORDING

WEBINAR 3 NOTES

 
 

WEBINAR 2 RECORDING

WEBINAR 2 HANDOUT

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. 

WEBINAR 1 RECORDING

WEBINAR 1 NOTES

SUMMARY HANDOUT

 
 

COVID 19 RESOURCES

 

Resources collected to help.

Resources

Articles from Contact Centre Pipeline on Covid 19:

https://www.contactcenterpipeline.com/covid-19-updates 

Webinar 1 - Covid 19 In This Together -  Contact Centre Survival Tips Notes Summary

Download HERE

Webinar 2 - Covid 19 In This Together -  Stress Resiliency Workshop Handout

Download HERE

Webinar 3 - Covid 19 In This Together -  Stories From the Field Notes Summary

Download HERE

Technology  - One pager on Cisco's quick contact centre deployment options to help ramp up home bases agents fast

Download HERE

Webinar 4 - Covid 19 In This Together -  Virtual Leadership During Covid-19 & Beyond - Additional Speaker Notes

Download HERE

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

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