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8 Things Successful/Effective Leaders Must BE

8 Things Successful/Effective Leaders Must BE To be relevant, leaders must be successful. To last, they must be effective. So what does it mean to be both successful and effective? It ... continue reading.

How Do You Reduce Your Employee Stress?

10 Cheap Ways to Reduce Employee Stress Do you want to see productivity go up and costs go down? Keep your employees healthy and focused with these 10 stress busters. As an entrepreneur, ... continue reading.

Do You Have a Rock Star Customer Service Team?

Killer Ways to Develop a Rock Star Customer Service Team Increasingly, companies are recognizing the importance of customer service to their business. Once seen as just a “cost center“, the contact ... continue reading.

Does your company know how to retain a superstar as an employee?

Three Musts to Retaining Superstar Talent As a general rule, it's important to note that by the time your best talent comes to you and says they're leaving, more often than ... continue reading.

Ten Leadership Skills That You Must Possess

Ten Leadership Skills That You Must Possess to Succeed An accomplished leader is someone who inspires, motivates and ignites a passion in the team they are working with. It doesn’t take ... continue reading.

That Leadership Thing

That Leadership Thing... Nailed! Have You Got That Leadership Thing Nailed? The books, the articles, the interviews, the seemingly endless stream of #leadership posts… and they are seemingly endless…. “Have a vision!” ... continue reading.

Say It All When It Comes To Customer Service

4 Pictures That Say It All When It Comes To Customer Service If a picture is worth 1000 words, then these images can’t be overlooked!  Providing exceptional customer service can be ... continue reading.

How to power up your contact centre staff

Gamification: How to power up your contact centre staff The issue of employee engagement is a growing source of tension for service organisations. As customers increasingly resolve their most basic problems ... continue reading.

Manitoba's phone-based health advice service celebrates 20th anniversary.

Manitoba's phone-based health advice service celebrates 20th anniversary Of her 41 years as a nurse, Gisele Blair spent nearly half as one of the reassuring voices you could hear on the ... continue reading.

Is the customer always right?

Is the customer always right? Uhhh… pretty much! As I write this, I’m in the midst of a project with a client… helping them to develop their “go to market” messaging ... continue reading.

Should Everyone Work in the Customer Service Industry?

Everyone Should Work in Customer Service What do our customers want? That's a question I've heard asked time and again by senior management and executives. By product managers, developers, designers and sales ... continue reading.

Are You a Bee or a Swan?

Leadership Styles: Are You a Bee or a Swan? Some leaders like everything to seem effortless. They’re so elegant they look like swans. But you know they’re still paddling away beneath ... continue reading.

From the Desk of the CEO

From the Desk of the CEO  Although it seemed a long time coming, summer is finally here. We have been exceptionally busy with our Removing Barriers (to Employment) Customer Service Professional ... continue reading.

Message from the Chair

Welcome and congratulations to the 2014 Board of Directors!  As new Chair of the Board of Directors, I am excited about working with the MCCA executive team and wish to welcome ... continue reading.

Do You Know Of Any Habits That Managers Need To Be Break?

5 Habits Managers Need to Break Without question, these are interesting times for organizations. Managers are challenged to achieve increasing productivity all while using the mantra of "do more with less" ... continue reading.

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