To reserve a video, please call 975-6464 or email info@mcca.mb.ca

Members: $20.00 administration fee plus a $7.00 shipping fee if sent by courier

Non-Members: $30.00 administration fee plus a $7.00 shipping fee if sent by courier

 

MCCA VIDEO LIBRARY CATALOG

1. Sales and Customer Service
2. Market Research

   The Outbound Call(16 min.) - Get the most from each call and leave a great impression of your organization. What kind of impact do your people make in the first few seconds of their calls? Are they clear about their objectives? This video will help you focus on the importance of knowing what you want to get from each conversation. Being clear about your objectives. Making the most of the first 15 seconds. How to make a friend of "the gatekeeper". How to overcome fear and rejection. Dealing with call reluctance. How to personalize your messages. Signing off with service. (Marlin Westwood distributor)

3. Leadership Skills
4. Communication
5. Recruitment and Retention
6. Life Skills
7. Takeaway Training Series

 

To reserve a video, please call 975-6464 or email info@mcca.mb.ca

Members: $20.00 administration fee plus a $7.00 shipping fee if sent by courier

Non-Members: $30.00 administration fee plus a $7.00 shipping fee if sent by courier

 

MCCA VIDEO LIBRARY CATALOG

1. Sales and Customer Service
2. Market Research

   The Outbound Call(16 min.) - Get the most from each call and leave a great impression of your organization. What kind of impact do your people make in the first few seconds of their calls? Are they clear about their objectives? This video will help you focus on the importance of knowing what you want to get from each conversation. Being clear about your objectives. Making the most of the first 15 seconds. How to make a friend of "the gatekeeper". How to overcome fear and rejection. Dealing with call reluctance. How to personalize your messages. Signing off with service. (Marlin Westwood distributor)

3. Leadership Skills
4. Communication
5. Recruitment and Retention
6. Life Skills
7. Takeaway Training Series

Another feature of the MCCA's Mini University is our comprehensive print library, which includes studies, reports, training manuals and education articles.

These resources are available free of charge to MCCA members. 

 

Some Titles Available:

1. Solving People Problems on the Job VIDEO
2. 476 Quick & Practical Ideas to Work Smarter and Succeed
3. 5 Minute Workshops for Effective Communication
4. Recruitment and Retention Best Practices In Winnipeg Customer Contact Centres Aug 2007
5. MCCA 2007 Industry Profile Update May 2007
6. Winning with the Caller from Hell, Belding Shaun, 2005
7. Call Center Leadership and Business Management, ICMI, 2003
8. Call Center People Management, ICMI, 2004
9. The Canadian Contact Centre Industry: Strategy, Work Organization & HR Management (The Global Call Centre Industry Project) 2007
10. Twelve Traits of the Best Managed Call Centres

For a complete list of our print library call 975-6464 or email: info@mcca.mb.ca

Another feature of the MCCA's Mini University is our comprehensive print library, which includes studies, reports, training manuals and education articles.

These resources are available free of charge to MCCA members. 

 

Some Titles Available:

1. Solving People Problems on the Job VIDEO
2. 476 Quick & Practical Ideas to Work Smarter and Succeed
3. 5 Minute Workshops for Effective Communication
4. Recruitment and Retention Best Practices In Winnipeg Customer Contact Centres Aug 2007
5. MCCA 2007 Industry Profile Update May 2007
6. Winning with the Caller from Hell, Belding Shaun, 2005
7. Call Center Leadership and Business Management, ICMI, 2003
8. Call Center People Management, ICMI, 2004
9. The Canadian Contact Centre Industry: Strategy, Work Organization & HR Management (The Global Call Centre Industry Project) 2007
10. Twelve Traits of the Best Managed Call Centres

For a complete list of our print library call 975-6464 or email: info@mcca.mb.ca