REWARD AND RECOGNITION: Motivation and Incentives in the Contact Centre

  • May 18, 2011
  • 7:30 AM - 9:30 AM
  • FortisBC Gas Conference Centre (formerly Terasen Gas Conference Centre), 1111 West Georgia St, Vancouver
  • 7

Registration

  • price includes a continental breakfast and HST.
  • price includes a continental breakfast and HST.

Advance registration and payment is required. Cancellation: 72-hour notice.
Registration is closed





Delivering a positive “customer experience" begins with the front line employees who represent your organization, their ability to deliver outstanding service and achieve the objectives established for them. But, how do we as leaders, ensure that our contact centre teams stay motivated and enthusiastic about the role? How do we create a positive and inspiring environment that engages team members and drives sustainable energy for this critical role?

Our May Breakfast event offers a panel discussion on this very topic. We invite you to hear from leading organizations within our membership and how each has achieved success in this very important area.

Facilitated by Jean Mitchell, past president of the BC CCA and senior consultant specializing in learning and development, you will hear from and have the opportunity to discuss strategies with leaders from 1-800-GOTJUNK?, TigerTel and TELUS. This session will appeal to contact centre managers, directors, team leaders and HR professionals.




SPEAKERS:



Leigh Adler, Team Leader
1-800-GOT-JUNK?



“It is all about People”. 1-800-GOT-JUNK? is listed as one of the Best Workplaces in Canada 2007 and three years running among the Best Companies to work for in BC. Come and join us and we will share with you the secrets ingredients of our incentive programs and how we empower our sales agents to think and act outside of the box. 1-800-GOT-JUNK? is on a journey where customer centricity is key and we recognize that our frontline employees are the Best Ambassadors.



Lisa Ly, Operations Manager
TigerTel



“Motivating and encouraging staff in an out-sourcing call centre can be difficult, especially in the absence of pay-for-performance rewards and sales quotas.  Learn how one national out-sourcing call centre recognizes and rewards employees through non-traditional means and methods.”



Jim Derricott, Performance Manager
TELUS


There is a reason why TELUS recognition programs are rated best in the world and here is a glimpse into one of TELUS’ Service Desk areas and their engagement philosophy; How do we keep our frontline agents motivated and enthusiastic about their role in our organization? It’s simply a matter of consistency. We consistently remind them of how important their daily contribution is to our fundamental goal of providing our customer base with the legendary service they’ve come to expect. We do our best to communicate with the frontline about the various initiatives and changes that are forthcoming in an effort to cultivate the notion that we are all in this together with common goals and no hidden agendas. Come to the BCCCA breakfast meeting to learn more about our corporate and business unit specific reward programs!

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