2012 Upcoming Events

EMACS Annual Conference
October 10-12, 2012
Manchester Grand Hyatt
San Diego, CA

Creating a Winning Service Culture Using a Multi-Track Approach: A story of transformation.
Case study with client, Integrys.

Austin Contact Center Alliance Symposium & Expo
September 20, 2012
Executive Session: Contact Center 2.0: Create the Next Generation Customer Care Operation Today
Break out: Keep the Monkey! Smart strategies for creating happily engaged teams who deliver top-box customer care

2012 YTD Events

Contact Center Association 2012 Conference & Expo
April 23 – 26, 2012
Orlando, Florida

Presentation: Creating a Winning Service Culture Using a Multi-Track Approach: A Case Study
Co-presenter: Tracy Mitchell, Customer Service Manager, New Jersey Natural Gas
Presentation scheduled for: Tuesday, April 24/10:45 am – 11:45 am
Panel Discussion: Wednesday, April 25/ 2:00 pm – 3:00 pm
Hotel: Renaissance Orlando at SeaWorld
Conference Registration, Schedule, etc.

Intentional Coaching Spring Boot Camp for Contact Center Supervisors

Public Workshop in Minneapolis, MN
May 9 & 10, 2012

2-day intensive, hands-on training experience for contact center leaders.
When agents learn to “keep their monkeys” everybody wins.

Designed to equip supervisor teams with the process and protocols necessary to make a smooth transition from reactive firefighting and performance enforcement to utilizing the Intentional Coaching model —
a common sense, value-based coaching and mentoring approach that gets measurable results.

When: May 9 & 10, 2012
8:30 to 4:00 both days
Where: Medica Headquarters
401 Carlson Parkway
Minnetonka, MN 55305 (suburb of Minneapolis)
Cost: $895 per person.
MWCCA members $825 per person
Team Discount: Register 3 supervisors and the 4th registration is FREE.
Workshop Cost covers: 14 hours of classroom training, Participant Guide, Intentional Coaching Tool Kit and post-wksp progress meeting with graduates.
Early registration advised. Registration capped at 30 attendees.
Learn more..…