Our readers reveal how they deliver a consistent multichannel experience in their contact centre. 1. Ask the customer why they used the channel they did Asking customers why they used the channel ... continue reading.
Heather Foley explains how you can plan for a successful 2015 in your contact centre Read the full article by Heather Foley ... continue reading.
From the Desk of the CEO Merry Christmas! It is with mixed emotions that I offer these greetings, knowing this is my last Christmas with MCCA. Of course I am equally excited ... continue reading.
Chair’s Message Thanks to all the MCCA Members who participated in our Special Meeting of Members and Round Table on Dec 5th! Your input continues to keep the board and staff ... continue reading.
Cheryl Barsalou has announced her retirement for March 2015. This decision has been in the making for quite some time and for the past year Cheryl has been working closely ... continue reading.
4 Step Weekly Agent Improvement Plan for Your Customer Service Center Do all your contact center/customer service agents have a current, up to date improvement plan? Do they understand their goals ... continue reading.
5 Call Centre Tech Trends That Have Become Mainstream in 2014 Customer service has always been the competitive battleground for businesses. Read the full article by Alleli Aspili ... continue reading.
Congratulations to all of the 2015 Manitoba's Top Employers. MCCA would like to recognize three from the list that Profiling the employers in Manitoba that lead their industries in offering exceptional places ... continue reading.
Changes Are Coming to Customer Service in 2015...Are You Ready? "The customer experience is the next competitive battleground." We are at a crossroads when it comes to how organizations are beginning to ... continue reading.
One of the Secrets to Amazing Customer Service: Attitude Just recently I was asked to come into a small executive meeting with just twelve people to talk about customer service. With ... continue reading.
What’s in a Leader? 3 Key Behaviors That Will Get You Farther, Faster Companies spend billions on leadership development because leaders create a huge competitive advantage. They’re more productive and so ... continue reading.
Faceless Social Customer Service in the Social Media Age Social customer service gives organizations an opportunity to take transparency to a whole new level never seen before in customer/corporate relations. Read the ... continue reading.
2014 Contact Centre Tour Survey Winner MCCA would like to thank the Call Centre's that opened their doors during the 2014 Call Centre Tours. Great West Life Manitoba Public Insurance MTS Inc. Western Financial Insurance ... continue reading.
2014 Contact Centre Tour Survey MCCA would like to thank all of the Contact Centre's for opening their doors for the 2014 Contact Centre Tours. Great West Life Manitoba Public Insurance MTS Inc. Western Financial Insurance ... continue reading.
Remembering the Call Centre of 30 Years Ago...The Good Ole Days! I have read and written many articles on the future of customer service and the future of the contact center ... continue reading.