Bill Backus explains why homeworking agents receive the highest CSAT scores. Many companies are looking at a virtual agent model (work at home) to add to their current call centres. While there ... continue reading.
Do you think that food would motivate contact centre agents? Is food a good motivator in the contact centre? Well, our readers clearly think so. Here are a few ideas. Read the ... continue reading.
Have you got Sitting Disease? I must confess, I had never heard of Sitting Disease before. I was reading a (really rather good) White Paper called Breathing Life into Wellness. It’s ... continue reading.
THE DELICATE ART OF MANAGING BOTH YOUR BOSS AND YOUR EMPLOYEES When we talk about managing people, it’s usually a discussion about effectively guiding, motivating, and interacting with the people who ... continue reading.
When Your Boss Wants To Be Friends On Facebook Anyone who uses Facebook is familiar with the awkward feeling of receiving a friend request from someone they would rather not share ... continue reading.
The True Meaning Of Leading By Example New managers are often told it's best to “lead by example”. Rightfully so – but like most platitudes, “lead by example” doesn't give you ... continue reading.
Why Great Leaders Laugh "There is little success where there is little laughter." ~Andrew Carnegie “A well-developed sense of humor is the pole that adds balance to your steps as you walk ... continue reading.
Canadian Tire opening data centre in Winnipeg The Canadian Tire Corporation decided to start its spanking new computer operations in Winnipeg for a number of reasons. It announced Thursday that it will ... continue reading.
MTS breaks ground for a new EPIC Data Centre. Manitoba Telecom Services Inc. (MTS), together with its subsidiary EPIC Information Solutions, today celebrated the beginning of a new era for Manitoba's ... continue reading.
We have reached the final installment of our Lean Continuous Improvement Series, where we will look at a 5 step process to strengthen performance. But first a quick recap… In the first ... continue reading.
It is a New Year and time for a fresh start! It is a natural tendency at this time of year to look at the past twelve months and identify what works ... continue reading.
From the Desk of the CEO Season’s Greetings to all! December is typically that time of year when MCCA slows down a little in order to plan and prepare for the coming ... continue reading.
Message from the Chair December 6, 2013, the MCCA Board of Directors met with over 35 industry leaders at the annual Industry Round Table. Members were asked to comment on current ... continue reading.
It is hard to believe that two weeks have gone by already! As promised we will be releasing the second blog prepared by our vendor member MasterKey Business Solutions. Before the ... continue reading.
Gone are the days when a company could place a sign in their window and the right candidate would walk in off the street to fill the position. So how ... continue reading.