2021 Virtual CUSTOMER SERVICE
CELEBRATING THE FIREWORKS
IN OUR INDUSTRY
PEOPLE AND TEAMS WHOSE LIGHT SHINES ON CUSTOMERS AND COWORKERS
What does It mean to be a firework
I think we can all agree that 2020 was a year that challenged everyone – personally and professionally. When the pandemic hit, there were many stories of heroism – people getting each groceries, making masks for others, giving to charities in need. Professionally we saw people moving their entire offices to work from home, execs jumping on the phone, everyone working countless extra hours to ensure the customer was looked after.
Now, it almost seems like we take this all for granted. And while the big crisis inducing heroics are past, new heroes emerge. People that continue to light the way in the dark. People whose light burns so bright that all those around them bask in their glow. People who make an impact on all those around them; customers, co-workers, family and friends.
We call them...Fireworks
Even the smallest of moments can be an opportunity to be a firework. We want to recognize and celebrate the big heroics but also the small moments too. We are not out of this yet and the fireworks in our life are as crucial as ever... because they light the way.
Join us June 3rd to celebrate!
The new dawn blooms as we free it
For there is always light,
if only we're brave enough to see it
If only we're brave enough to be it
Youth Poet Laureate
CELEBRATE YOUR firework
SHARE THEIR STORY
It's going to be a night of celebration and true inspiration!
The most powerful thing about sharing the stories of those who are lighting the way is that in doing so, their story can spark a new light and in turn, create a new firework.
And now, recognizing someone with a GTACC Excellence Award has never been easier. All you need to do is share their story. It can be an individual, team or organization. In your own words tell us why you consider them to be a firework! There are no judges, no selection committee. This night is not about winners and losers but about giving you the PLATFORM to let our community know, and be inspired by, your brightest stars.
GTACC’s members want to hear your stories. Sharing makes others feel good and part of something bigger. Send us your story by Friday April 16th and be part of the virtual gala on June 3rd.
Need some help with what sort of things to recognize, tips on storytelling or a guide to submitting a video? Don't stress. We've got you covered!
Choose who you want to recognize
Anyone, at any level, within the customer service function and/or your internal partners that you want to recognize and share their story.
These are about your stories. Tell us about how a specific team, department, location or how your company as a whole rose above.
BE VOTED CANADA'S FAVOURITE FOR CUSTOMER SERVICE
Enter the people's choice and let Canada vote on who provided them the most extraordinary customer service experience. The vote will be live and promoted by GTACC. You can also share a link with customers to encourage them to vote.
2021 SUBMISSION SCHEDULE
SUBMISSION ENTRY OPENS
ENTRY DEADLINE FOR ALL AWARDS
But get them in sooner as we will be highlighting them in our weekly emails and social media!
APRIL 19 - MAY 21
PUBLIC VOTING FOR PEOPLE'S CHOICE
3rd ANNUAL GTACC AWARDS - VIRTUAL GALA
Director, Global Consumer Care/Retail Operations
Spin Master Ltd
Tony is a Contact center leader and Operations specialist with over 16 years experience. His focus is on operational excellence and consumer experience.
In his current role Tony is leading the organization in transforming the consumer journey and supporting consumer insights to better develop product and services. His focus is on ensuring omni-channel growth and scalability as Spin Master continues to see immense growth as an industry leader.
Tony has a passion for exceptional service and ensuring satisfaction throughout the consumer journey. He currently resides in Mississauga Ontario with his wife and their two daughters. When he isn’t in the office or playing with Toys, he spends his time enjoying the outdoors, reading, and following baseball.
Founder and Chief Human Experience Officer
Neal Dlin is a practitioner, thought leader and lifelong student of the human experience. He is a long time veteran in the areas of customer experience, employee experience and is considered to be a leading authority on customer service and contact centres. In each of these three disciplines, Neal believes that an unwavering focus on human experience design is the key to unlocking boundless potential.
With 25 years experience across industries, leading brands, large scale enterprises and digital start-ups, he has proven award winning results in service strategy development, employee and customer journeys, contact centre design and business transformation.
Neal is the founder of Chorus Tree Consulting, some of the many talks he delivers and areas he teaches others to embrace are embedded in his companies values which they call their T.R.A.I.T. philosophy.
Trust - Always start from a place of trust rather than skepticism. Not only are most people not out to deceive but giving trust in itself promotes trustworthiness.
Respect - Everyone deserves our respect and in fact, has facets of their lives that would awe us if we knew about them.
Authenticity - Being our true, vulnerable and authentic selves creates a safe space for other to do the same. It is the foundation of connection.
Inspiration - Focus on the possibilities rather than the obstacles. We go farther when pulled rather than pushed.
Transparency - As a precursor to trust and a pillar of respect, sharing your knowledge and motivations freely creates collaborators versus capitulators or saboteurs.
Neal was raised by a single mother in poverty who taught him the power of love and connection. He is eternally grateful to his late mother and unsung hero. So much so that in 2013 he launched Unsung Heroes Productions (UHP), a musical theatre fundraising project. Since then UHP has put on 9 productions and has donated over $500,000 to various charities. But what Neal is most proud of in securing his mother's legacy is the human connection UHP facilitates. Whether it's the unbreakable bonds between cast, forged by the production process or the way in which music and storytelling moves UHP's loyal and growing audience, there is no doubt that human connection is at the heart of their success.
Neal is also a father of three beautiful children, 12, 10 and 2. His job as a parent is always his top priority and credits parenting with helping to teach him many of the important lessons about human connection. In turn, through stumbles and falls, he has worked to teach his children the same valuable life lessons.
His message to his family, clients, employees and business partners is simple. There is a common set of needs, so vital to all of us, that when used to inform how we interact with each other, can not only win a customer, motivate an employee, comfort a friend but can actually change the world.
Neal is also a 2021 ICMI top 25 CX thought leader (2 years running) a member of the Advisory Council for GTACC, keynote speaker and best selling author.