The Boost – January 2018

The Boost – CAM-X Newsletter  January 2018 – Volume 1 Issue 25

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In this Issue : 

  1. A message from President Dana Lloyd
  2. The Power of Positive Feedback by TwoGreySuits
  3. Member Spotlight : Gloria Tonne
  4. Education Committee Updates
  5. What’s Driving Your Contact Center’s Future Submitted by Gary Pudles, SA Hosted & Managed Solutions
A message from President Dana Lloyd

Happy New Year!   I hope everyone had a safe and wonderful holiday season surrounded by friends and family.

The new year is an opportunity to hit reset and start afresh.  We have the reflection of 2017 to make 2018 an even better and more productive year.

Our theme for CAM-X is Grow to Greatness.  Our programs and initiatives this year will illustrate how we can all improve, take things to the next level, and become even greater than we are currently.  Our initiatives include webinars and sessions that will help make our businesses greater, our teams greater, and show us how to make even a bigger difference to our friends and families, to our industry, to our business, to our partners, and to our staff.

We, as CAM-X members, have a lot to look forward to in 2018;

•   AOE Plus

•   A new CAM-X website

•   Agent Training

•   COACH U in the spring of 2018

•   A webinar explaining Bill 148 and its implications to businesses (January 24th at 10AM EST)

I believe that our industry is positioned well for success and I believe that we, as a group, are working together to really lift up the entire industry.
Should anyone have any ideas for webinars or CAM-X initiatives, please contact myself (dlloyd@answerplus.com) or Linda Osip (linda@camx.ca) with your ideas.

Wishing everyone a wonderful 2018 with lots of success and happiness.

Warmest Regards,

Dana Lloyd

 

 

The Power of Positive Feedback

This article is part of the TwoGreySuits Managing Employee Performance Series and is offered by our partner, TwoGreySuits as a service to our members.

One of the most powerful management tools we have at our disposal is the ability to know when and how to provide positive feedback to employees. We often focus too much on the corrective or constructive feedback piece and ignore the very powerful aspect of providing positive feedback. Why is it so powerful?

There are a host of reasons; however, one that stands out in our minds is that positive feedback reinforces the likelihood that certain desired behaviors will be repeated. It is also validation to someone that they are appreciated and that they belong. Providing positive feedback relates to two of Maslow’s five hierarchy of needs, Esteem and Self-Actualization.

One of the main reasons we provide positive feedback is to increase the likelihood of that same behavior to be repeated. As a very simple example, if an employee is always on time and a bit early for their workday, a simple “I appreciate you always being on time and here a few minutes early” goes a very long way in solidifying repeated behavior. As human beings we are consciously and sub-consciously always looking to be validated or accepted. To illustrate the power of positive feedback, a simple 10 second statement to an employee can often last for an entire lifetime.

 How to’s of Providing Positive Feedback

Positive feedback should follow immediately after the behavior being reinforced is observed. The longer the feedback from the time of the event the less powerful it becomes. If not immediate, the thinking with employees is that if it was that great, why has my manager waited so long to tell me. Below is a brief checklist of the how to’s of providing positive feedback.

 1.Do it immediately
Feedback goes stale when left unsaid too long, so give positive feedback as close to the event as possible.

2.In Public and In Private
Praise in public, criticize in private, that’s the general rule. But before you go praising in a public place think about what they would prefer. Some people get so emotional or embarrassed by public praise that it defeats your good intentions of doing it publicly. Do what’s right for the person.

3.Practice Makes Perfect
It’s easy to overlook good work or extra effort, so make it a habit to praise regularly.

4.Does the Reward Fit?
Keep the balloons and streamers for special occasions. Going over the top with rewards can be miss-interpreted as “buying” favors. Judge the amount of effort and reward appropriately.

5.No Favorites!
Avoid creating “favorites” by doing quick mental tallies of whom you’ve praised recently.

6. Be Clear and Mean It
The best positive feedback is sincere and specific. Tell the person exactly why you are praising them;
“Susan, that extra analysis was really appreciated by the project team and allowed them to make a decision immediately”.
Susan now knows exactly what to do next time to get praise.

7.Catch People Doing Things Right
The more you catch people doing things right, the more right things they will do! Encourage positive actions by letting people know when they do things well. Start today, and in only two-three weeks time, giving positive feedback will be a life-long habit.

Accessing the TGS System is simple. If you have not signed up email linda@camx.ca directly and we will help you out. It’s as simple as that and it’s free. Why wait?  Don’t let important people management issues go unresolved when you can deal with them today.

Member Spotlight : Gloria Tonne
Q. When did you join Intercon and what brought you into the call center industry?
I was looking to relocate back to Drayton Valley in 1997, Pat had just purchased Intercon (then called Valley Communications) and I approached her about working for her. I honestly had no idea what working for a call center entailed but I found out quickly that this is something I could “sink my teeth into”. I love the idea of being able to meet so many people within our community and help them with their businesses.

Q. Can you tell us a little more about the evolution of your career path with Intercon?
I have always been a student of human nature, and when I had the opportunity to attend a leadership course called 21st Century Leadership I discovered my passion of working for and being an example of, what a corporate conscious business looks like. I have focussed my career around the philosophy of being an example of”taking care of your people and your people will take care of your business”. This stayed with me even when I left Intercon for a few years in order to try my hand at being a business owner myself and feel tremendous gratitude for the lessons these experiences gave me. In 2012, I once again joined the Intercon team with an arsenal of new tools and experiences in supporting the growth of others. After refreshing myself on the procedural side of Intercon I jumped into Education with both feet, as I have always loved playing on teams and found that I enjoy the process of watching others learn and develop themselves to the next level. After having the opportunity to attend the amazing OnCourse (1 & 2) sessions and Robin Sharma’s “Leading Without A Title” facilitator courses, the leadership team decided we would teach it to everyone at Intercon (this looked like 4 groups of 6 agents, 3 hours per week for 8 weeks). I felt privileged to participate in helping our staff get to the next level of their personal leadership.  I continue to dream up new ways to educate our team on the technology and customer experience related information we learn through great communities such as CAM-X.

Q. What was your first CAM-X experience?
My first CAM-X experience was in 2005 at Kananaskis (see picture attached). I instantly felt that the people of this group genuinely cared for each other, were authentic in helping and developing others within the industry so everyone benefitted from the experiences.

Q. Can you tell us more about how you’ve participated or benefitted from CAM-X membership?
I have had the privilege of presenting at the Calgary Coach U clinic on Company Culture and I sign up for every webinar because I always walk away with at least a page of notes. If I am stuck on something, my immediate go-to is the CAM-X listserv (which usually gets me a solution within minutes!) and I have recently joined the Education Committee with other innovators I love learning from. Without CAM-X, I feel we would never have learned the things we know now as quickly, or have created such rich, long-lasting friendships as we have throughout the years. Just knowing that if I ever feel as if I am at a roadblock with something, that I can reach out to the CAM-X listserv for support and solutions is only the top of the iceberg of benefits. It has proven true to me when the great Henry Ford said, “Coming together is a beginning; keeping together is progress and working together is success”.

Q. What does your company look like today vs. ten or more years ago?
2007 brought the amazing challenge of labor shortages and welcoming foreign workers into the Intercon team. We had experienced a boom in the niche Oil and Gas market and we were just beginning to experiment with I.S. scripts on our more complex accounts. At this time, alpha paging was still a widely used thing and 1-way SMS communication with our clients was starting to gain some ground. We were still providing 9-1-1 support for our community and we used huge wall maps vs. having digital maps and links in the info pages today. Receiving and handling emails from our clients as part of their call handling process was becoming more popular, so we were looking into eResponse to replace our use of Outlook and excel print out. The biggest differences from then to now is that we have embraced technology more completely with our programming, let go of 9-1-1 in order to better support our telephony clients and have stretched our services out to provide more support to different types of clients. All in all, a lot of great changes!

Q. What platform do you use?  Are you a member of the user group and why?
We are using the Amtelco Infinity platform and are on the home stretch of converting all our accounts to IS. We have been members of NAEO for as long as I can remember. Like the being a member of CAM-X, we find the support and experiences of the NAEO members just as imperative to our growth and development.

Q. Tell us a little personal background about you, your family and your hobbies or interests.
I have been called many things by my circle of influences- Captain (because I am always starting teams for different sports or instigating some type of activity), a weirdo or a hipster because I have a lot of diverse interests, or even a hippie or gypsy because of my love for being outside and exploring; but I am a family woman most of all. I have 2 children (my son is almost 19 and my daughter is 16) and a bulldog my partner and I consider our second daughter along with a very large family in the community.
During the winter when I am not nose deep in a book, I love watching NFL (go Pack, go!) and I have a bowling team that keeps me preoccupied on Tuesday nights until spring.
I love art and music ( anything that supports open expression). I play guitar in a little band with my bowling team. In the summer months, I am outside. Always. I do everything I can to be outside as much as possible, and rarely come into the house until I have to.
I live my life with 3 basic principles that I try to exemplify every day; Nurture the spirit, Inspire authenticity and Explore possibility. This is what directs my decisions in my personal and professional life.

Education Committee Update

Submitted by Co-Chairs Sabrina Perron & Leisa McDonald

We have an amazing lineup for 2018!  
Webinars 
January 10  AOE Plus Dispatch Introduction
January (TBA) TwoGreySuits – Details and impact of Bill 148 on your Call Centre
Starting early 2018 – Agent Training Series
$49.00 per webinar or 6 for $250.00

  1. Ingredients Of The Spectacular Call
  2. Handling Difficult / Irate Callers Professionally
  3. Handling Client Complaints
  4. Dealing With Change For Agents And Managers
  5. How To Build Great Scripts
  6. Remote Agents:  Contracts, Agreements And Keeping Everyone Engaged
COACH U – Grow to Greatness
We are currently researching dates in May and the committee is working on the program.  We welcome your suggestions for speakers and topics.  Email directly to either sabrina.perron@image-24.com, or leisa@northerncom.com
What’s Driving Your Contact Center’s Future
Submitted by Gary Pudles, SA Hosted & Managed Solutions

We live in an exciting time. The ways we communicate have expanded in so rapidly that the futuristic movies of our childhood are a near reality. You or someone you know probably received an Amazon Echo or Dot recently.  One of the hottest gifts this holiday season, these hands-free smart speakers can access your calendar and tell you your schedule like a scene from Star Trek. They can connect with Bluetooth devices to easily turn your lights on or off. They can even integrate your favorite music streaming app to play your tunes — all by asking Alexa a simple question.

Those of you with smart phones have also seen new technologies in action.  Was I the only one who was a bit freaked out when my phone told me how long it would take me to get to work even though going to work was not on my schedule.  My phone figured out that every week day between certain hours I make the trip from my home to my office and it gives me advice on my route without me asking

And how impressed have I been with the quality of my speech to text application.  This year,  I will dictate as many emails and SMS on my cell as I type.  I will use Siri to look up data on the internet that will give me ideas on where to eat, sleep and how to make my way from place to place.

Yet with all this technology, today’s consumers still deal with disjointed brand experiences.  Consumers speak to the customer service rep, who doesn’t have access to the data necessary to help the caller.   Consumers have pictures on their phone of the item they need, but they can’t deliver the image to the rep because there is no direct way to send the file. Consumers are demanding more connectivity with the contact center and we must be ready to give it to them..
Businesses are still trying to work around obstacles that limit their abilities to give unique consumer experiences.  SA Hosted & Managed Solutions’ CEO, Gary Pudles says, “The future of the contact center industry depends on our ability to allow our reps to receive communications from any communication path such as voice, chat, email, SMS, Fax, social (twitter, FaceBook), etc. and to simultaneously access the data needed to help the customer from any source or business process software.  Reaching that is the ideal customer experience.”

So as you look at the various options in contact center software options, consider how easily your software will be able to connect with the rest of the world

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