Welcome - Call Design

MCCA is excited to welcome Call Design to the Manitoba Industry!

Who is Call Design: Call Design is a group professionals with decades of experience in contact centers. From being frontline employees, to leaders in large BPOs, to vendor support and sales individuals, we’ve seen it all! Our mission is to help make contact centers successful. We do this through custom training, consulting, software development, and personalized solutions. Whether your goal is meeting SLA, forecast accuracy, employee engagement, customer satisfaction, or all of them at once, our goal is to help you reach your goals!

Who am I: Dan Smitley has been in contact centers for over 20 years and leading WFM teams for over 15 years. In previous roles he has been the Director of People Analytics and WFM and on the Board of Advisors for Society of Workforce Planning Professionals. He is currently the Strategy and Optimization Czar at Call Design where he is helping teams think critically about how they can leverage their contact center and WFM teams as strategic assets for their organizations.

He is passionate about work/life balance and providing flexibility to all levels of employees in the organization. A primary driver for him is the employee experience and how contact centers can be culture champions at any organization. He lives outside of Charleston, South Carolina but was born and raised in Ohio.

Call Design website: https://calldesignna.com/

Call Design LinkedIn: https://www.linkedin.com/company/call-design-north-america/

Performance Management: https://calldesignna.com/solutions/performance-management 

Find your place here.

We are the heart of the customer service and CX community; a community that is designed to be collaborative by default, sharing knowledge and inspiring curious minds to deliver customer service excellence.

MEMBERSHIP

Manitoba Customer Contact is an industry association comprised of companies and organizations associated with the customer contact service sector.

Understanding the needs of our growing Industry allows us to offer valuable training to agents, supervisors, and management for organizations of all sizes as well as create profitable networking opportunities.

We connect and support industry leaders and practitioners from all sectors who share a passion for improvement in customer experience.

We gather insights, opinions and concepts and use these to develop effective solutions and address business challenges in a trusted and confidential setting.

As a Partner of MCCA you can:

• Have a voice at Industry meetings

• Get involved by joining a committee

• Have a voice on Partnership issues

• Focus on long term issues and strategic vision

• Promote the Industry as one offering rewarding careers

• Advocate for policy development at a Regional, Provincial and National level

• Provide solutions for long term sustainability

• And much more!