The Boost

December, 2021

President's Message

Photo Desiree Bombenon 2021.png

Desiree Bombenon

Respectfully submitted:  Desiree Bombenon, President

 

 

Listen to Desiree

 
 

Award Committee Update

Respectfully submitted by Deborah Anders

Committee Chair

Your awards committee is working hard to increase awareness

and participation in the AOE programs – but we need your help!

 

If your team is still on the fence about participating - we need you to

help us address the fears or hesitation in others that feel the same.

 

If your team has consistently earned the AOE award - we need your help to teach others how to run a successful program.

 

If your team participates but your scores are not consistent - we need you to help us determine how to help other teams struggling in the same way.

 

Our goal this year is to take the AOE program to a whole new participation level - and to do that, we need people that are passionate about their team and their AOE awards!

 

If you are interested in joining our committee, or would like one of your team members to join, please reach out to award@camx.ca

Photo Deborah Anders.jpg

Deborah Anders

 
Photo Lindsay Roche.jpg

Member Spotlight
Lindsay Roche with
Extend Communications

Lindsay Roche

 

CAM-X UPDATE

 

 

 

Respectfully submitted by Linda Osip, Executive Director

Mark Your Calendar for our next webinar:

 

Panel with Members who achieved Top Ten Placement in CAM-X 2021

How did they do that?    Join us for an interactive discussion with trainers and callers sharing tips and insight into on going training.  

Wednesday, December 8 @ 1pm ET

FREE Webinar with unlimited logins                                                                                                   

Sign me up

Board Update

We recently worked through a two part Strategic Planning workshop led by President Desiree Bombenon. Below you will find the 'broad brushstrokes' of our discussions.  We will now be working to identify the Pillars for our road map and fine tuning our goals.  

I will share this goal:  Engagement at every level in all we do - New Blood!

Purpose:

To be the thought leaders of our industry, to develop our people and grow our businesses.

 

Vision:

To be a world class member support organization for the contact management industry in North America

 

Mission:

To inspire stakeholders to elevate their business through education and idea exchange

 

Values:

INTEGRITY: WE MAINTAIN THE HIGHEST STANDARDS OF PROFESSIONAL AND ETHICAL BEHAVIOR.

TRUST & ACCOUNTABILITY: WE HOLD OURSELVES ACCOUNTABLE FOR THE QUALITY AND LASTING RESULTS OF OUR WORK AND FOR THE COMMITMENTS TO ALL STAKEHOLDERS

RESPECT: WE VALUE AND CELEBRATE THE UNIQUE AND DIVERSE TALENTS, EXPERIENCES, AND PERSPECTIVES OF EVERYONE.

CREATIVITY: WE GO BEYOND CONVENTIONAL IDEAS AND APPROACHES SO NEW POSSIBILITIES AND INNOVATION CAN FLOURISH TO ENSURE A SUSTAINABLE FUTURE

*Recordings of all webinars are available email linda@camx.ca

Pre Employment Software Update:

We are actively working to add Personality Profiling as an option

camx_csr LOGO.jpg

 Show your staff they are worthy: 

CSR and Supervisor Certification

camx_supervisor LOGO.jpg

Pre Employment Testing Demo Available

Contact linda@camx.ca for instructions

C-Pet-Logo-Shaped.png
 

Two Grey Suits 
Taking Control of Change - The Key to Improving Results 

 

Screen Shot 2019-04-05 at 2.41.59 PM.png

This article is part of the TwoGreySuits Managing Employee Performance Series and is offered by our partner, TwoGreySuits

PERSONAL LEADERSHIP

 

For organizations to survive and thrive in the new economy, employees at all levels need to develop and practice the qualities of Personal Leadership. Personal Leadership is essential to success.

 

How do we define success?  The aim of all human life is to be happy and the ingredients of happiness are the things we all have in common. We want to be healthy, have good relationships, meaningful work, financial independence, a feeling of growth and peace of mind.

 

The results of success are self-esteem (feeling good and valuable and important to yourself), self-respect and personal pride. This improves our ability to get along with others, our performance and our overall productivity.  There are four major qualities of Personal Leadership.

 

The first is vision.  Your vision is based on values and virtues.  Leaders know who they are and what they stand for.  The second quality of leadership is courage.  Leaders have the ability to face their fears and act in spite of them.  The third quality of leadership is realism.  Realism is the ability to see the world as it is, not as you wish it were. The essence of realism is integrity. The fourth quality of leadership is responsibility. Responsibility means self-reliance. Leaders volunteer for responsibility.

 

There are seven rules for Personal Leadership:

 

1) Your life only gets better when you get better. 

2) It doesn’t matter where you are coming from, only where you are going. 

3) Anything worth doing is worth doing poorly at first. 

4) You can learn anything you need to learn and achieve any goal you can set for yourself. 

5) You are only as free as your options. 

6) Within every difficulty you face is the seed of an equal or greater opportunity. 

7) The only real limits on what you can do are self-imposed.

 

Imagine if employees developed and practiced the qualities of Personal Leadership.  Productivity would improve and, importantly, the need for costly and disruptive terminations could be reduced.  Think about it!

TwoGreySuits is a leading-edge provider of on-line human resource management information, processes, tools and forms servicing the North American market. They have integrated the HR practices associated with the key drivers of Employee Engagement within the well-organized information on the website.

To login as a user:   camx.twogreysuits.com

  • Enter your email address and Password CAMX01

  • If you are not currently signed up, please email me directly linda@camx.ca

 

The TGS System is a one-of-a-kind product that includes:

 

  • The HR Power Centre for dealing with the day-to-day people management issues that inevitably arise

  • 24/7 HR Hot Line

  • Topical regular Blogs suitable for reprinting by the Association members

 

Education Committee Report
Committee Chair Gloria Tonne

 

 

 

Albert Einstein once said, “Education is not the learning of facts, but the training of the mind to think".

The year has brought many new, and some would say, exciting challenges. The unprecedented need to change, adapt, and support each other through innovating new ways of thinking has impacted us all. 

 

My name is Gloria and I am passionate about empowering people to be their best versions of themselves. As this year’s Education Chair, I am excited for the opportunity to connect with old friendships and build new relationships with you all. 

Before I share what the Education Committee has been busy working on, I’d like to extend the invitation to anyone who would like to participate in the committee, or perhaps offer to be a webinar presenter or panelist (or even if you have a great idea on a topic) to please reach out- your input is what keeps us growing. 

 

Now down to the nitty-gritty;

 

The fall virtual COACH U was knocked out of the park, with tons of engagement and new faces which couldn’t make us more pleased. On behalf of the entire committee, I think it’s safe to say that without the participation of each of you and the support of the CAM-X board we could not have achieved the level of engagement on a virtual platform as we did. A huge heartfelt thank you to everyone.

 

We have already had an excellent webinar in November focusing on Presuming Innocence that was hosted by Robyn Ash (connect with Linda as it is saved in our webinar archive). 

 

The Education Committee is already busy planning the spring 2022 virtual COACH U Clinic and boy, do we have some exciting ideas that will be coming for the April 14-16th dates; so please watch for the announcements.

Leading up to this, The Education Committee has been reviewing your feedback in discussing our upcoming webinars and I’m excited to announce that on December 8th we will host our first panel webinar with our top 10 AOE calls along with their trainers.

In this session, we will be talking about what they have each done to be awarded a top 10 call this past year, how their trainers coach their team to achieve this level of excellence and have a lot of discussions around tips, tricks along with best practices. If you participate in the AOE program you won’t want to miss it.  

We also have other webinars coming down the pipe that include;

  • AOE & AOD

  • Mental Health

  • A 2 part interactive series on different learning styles and techniques to teach these styles that are guaranteed to add more tools to your toolbox

  • A facilitated panel session that is designed for your new on-boarded employees that will discuss relevant, current observations and questions from their point of view as someone new who is just entering the call center world.

  • And more….

I would like to conclude my first report by sharing that the Education Committee has grown together to embrace the changes of the past year, adapt old techniques to include the new remote workforce, and is dedicated to showing up and continuing to support in the upcoming months. To quote a line of one of my favorite movies, “It’s all happening.”

Photo Gloria Tonne 2018.png