Membership

Founded in 1964, the Canadian Call Management Association (CAM-X) is an industry trade Association representing the needs and concerns of Call Centres and Telephone Answering Services across North America. A not-for-profit, member driven Association, CAM-X is comprised of a cohesive group of concerned business people dedicated to helping owners and managers increase their business markets, profits and opportunities.

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Calendar

AOE + Dispatch FREE Webinar Wednesday, January 10th @ 1pm ET

AOE 2018 Registration January 2018

AOE + 2018 Registration January 2018

AOD 2018 Registration February 2018

Agent Training Webinar Series early 2018

Webinars
Starting early 2018 – Agent Training Series
$49.00 per webinar or 6 for $250.00

  1. February 14th @ 13h00 – Ingredients Of The Spectacular Call
  2. March 14th @ 13h00 – Handling Difficult / Irate Callers Professionally
  3. April 18th @ 13h00 – Handling Client Complaints
  4. May 16th @ 13h00 – Dealing With Change For Agents And Managers
  5. June 20th @ 13h00 How To Build Great Scripts
  6. (TBA) – Remote Agents:  Contracts, Agreements And Keeping Everyone Engaged

COACH U – Grow to Greatness
We are proud to announce that the 2018 edition will occured :  April 30 – May 1 at the Sandman Toronto Airport Hotel

Details to follow

Pre-Employment Testing – Available now

CPET Order Form

54th Annual Convention & Trade Show
October 25-28, 2018
Casamagna Marriott Puerto Vallarta Resort & Spa

http://www.marriott.com/hotels/travel/pvrmx-marriott-puerto-vallarta-resort-and-spa/?scid=bb1a189a-fec3-4d19-a255-54ba596febe2

The CAM-X Continuing Education Committee is committed to hosting inspiring, thought-provoking and extraordinary conferences. These conferences are targeted to managers, supervisors and team leaders in the call centre/TAS environment.

The programs offer the opportunity to exchange ideas and learn from other professionals in the Call Centre/TAS industry. Some topics that have been addressed are: Recruiting – Finding staff in a competitive market, Hiring – Best practices in screening new hires, Working with a diverse employee pool, Training – Technology and Learning, Bonus and incentive programs, Communication – conflict resolution and dealing with change.

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Awards

CAM-X Announces the Launch of the 2018 Award of Excellence and NEW Award of Excellence Plus Dispatch

Registration Deadline:   January 31, 2018

AOE CAM-X 2018 Registration & Rules

Launching the New Call Centre Award of Distinction (AOD)  February 2018

Details to Follow

The Award Committee has been working to revamp and update the AOD program and scoring criteria. The committee recognized  that a new program was necessary to meet with the complex call types many of you are working with in your specialized accounts.

The ‘Best Practice Basics’ remain the cornerstone of the scoring criteria. The improvements have been established to meet the needs of your specialized accounts, allowing you to  customize the form based on your client’s specific needs.

Each campaign or account type will provide a pick list for the participant to choose from regarding the specific information that the agent needs to gather for each call type in the CPS (Client Profile Sheet).

Campaign types:

  • Order Entry

 

  • Information needed:
  • first name
  • last name
  • telephone number
  • product number
  • product description
  • delivery address
  • pick up address if applicable
  • payment method
  • email address
  • Other information as required
  • Help Desk / Tier One / Trouble Tickets

 

  • Information needed:
  • first name
  • last name
  • email address
  • Other information as required
  • Information Referral

 

  • Information needed:
  • first name
  • last name
  • email address
  • Other information as required
  • National to regional mapping / dealer locate

 

  • Information needed:
  • first name
  • last name
  • address
  • telephone number
  • email address
  • Other information as required

 Government / Utilities

 

  • Information needed:
  • first name
  • last name
  • address
  • telephone number
  • problem
  • email address
  • time of day to call back
  • Other information as required
  •  
  • Crisis

 

  • Information needed:
  • first name
  • last name
  • description of situation
  • call back number
  • patch call?
  • Other information as required

 

  • Property Management

 

  • Information needed:
  • first name
  • last name
  • telephone number
  • address
  • type of emergency
  • Other information as required

 

  • Incident Report

 

  • Information needed:
  • first name
  • last name
  • telephone number
  • location of incident
  • date & time of incident
  • description of incident
  • Other information as required

 

 

 

 

For more information contact Linda Osip, Executive Director linda@camx.ca or 800 896 1054

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Education

Mark your calendars!

COACH U Supervisor Leadership Training

May 9 – 10, 2017, Toronto, ON

53rd Annual Convention & Trade Show

October 17 – 20, 2017 Marriott Downtown Vancouver, BC!

For information contact Linda Osip, Executive Director

linda@camx.ca  or call 1-800-896-1054

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