Canadian Call Management Association
The Boost
December, 2020
President's Message
Brad French
Respectfully submitted: Brad French, President
It is hard to believe it is already December. What a year 2020 has been. As I write this, we are starting to see the light at the end of this long dark tunnel as a few different vaccines are proving effective against the Corona Virus. While I am sure it will still be a long road past COVID-19 it appears we are making some progress.
The CAM-X Board has already had two Board meetings and a strategic planning session. We are in the process of laying out the future strategic plan for our Association. I would like to thank the Board members for all the time they have put into this. The first strategy session was very successful, and we already have the next session planned. In our next strategy session, we will be focusing on our three strategic priorities, plans for each priority and how to measure our success.
I am happy to say that this year’s convention was very successful both in terms of content and in terms of feedback we received from our participants. I would like to thank everyone that attended as well as all the vendors and sponsors who supported our first virtual convention. Having your team attend convention is an investment in them and I know from my perspective it is always a good investment that pays dividends.
As a Board we have decided to wait until our January Board meeting before we determine if we will have a physical convention in 2021. Hopefully we will be at a stage in the pandemic that this may be a reality. If it is a possibility it will most likely be held in Ontario and it is our intention to make it a hybrid convention so that people can also participate virtually. Too many unknowns at this point but the CAM-X Board is working on it.
At our first Board meeting Leslie Wilson of Teleconnect International was elected into the 2nd Vice President role. Which means she will be President of CAM-X in 2022-2023. Congratulations Leslie!
While it seems this holiday season will be a unique holiday season, I wish all of you a festive and happy holiday season. I know one thing for certain, I am looking forward to 2021. It has to be better than 2020!
Membership Development
Leslie Wilson
December…..a time of giving. This year has been hard on a lot of people. With restrictions in place and jobs on the line, individuals and families, big and small need a hand up. Please take time out of your schedules to give. Whether it’s shoveling snow, raking leaves or putting together a package of food, toys or clothes we can all find someone that needs a hand. Stay safe, stay healthy, stay excellent.
When 6 months just isn’t enough!
Kristin Crowe with T.A.S. Communications realized in a short time that when you have the right person in your organization you get rid of time limits.
Denise Reynolds agreed to a 6 month contract back in 2004 and she’s still hanging out 16 years later. Shout out to Denise for being our Member Spotlight for December.
Agents, Sales staff, Managers, Owners, no matter what our position, we are all successful. What made you successful? Why do you get up every day and work in the company you are in? Please get in touch with me directly to leslie@teleconnectservices.ca and tell me your story. We all have a story, what is yours?
The Spotlight is for anyone; agents, supervisors, programmers, sales staff, management and business owners. We want to throw open the doors and make introductions that strengthen the connections within the industry! We want to get to know YOU!
Member Spotlight
Denise Reynolds
Denise Reynolds
Q. When did you join T.A.S. Communications and what brought you into the Call Center industry?
I joined T.A.S. Communications December 7th, 2004. I met Kristin Crowe (owner of T.A.S.) while I was a member of the Rotary Club of Belleville, Ontario. I had to change my membership classification and the individual that I was to speak with was Kristin. We had a few conversations regarding my experience, which included working as a Learning and Development Manager for a Global Contact Center, to determine my new classification. From the discussions, she thought that I may be able to assist her in developing and writing processes for the Answering Service on a six-month contract. The rest is history.
Q. Can you tell us a little more about the evolution of your career path with T.A.S. Communications.
Following my contract, I became Director of the Answering Service/Contact Center. Shortly after I was promoted to General Manager for all of T.A.S. Communications, both in Belleville and Peterborough. Currently, I am Director of Employee Engagement for T.A.S., in addition to the company’s security divisions Alarm Systems and Falcon Security.
Q. What was your first CAM-X experience?
My first CAM-X experience was at the Convention in Kananaskis, Alberta. My favorite memory was Linda Osip singing karaoke, she had an amazing voice. Linda, I do not remember the songs you sang.
Q. Can you tell us more about how you have participated or benefited from the CAM-X membership?
CAM-X is an amazing organization where businesses in the same industry put competition aside and share their best practices to help better the industry as a whole.
From 2009 to 2012 I had the wonderful opportunity to serve as a Director on the CAM-X Board as the Education Committee Chair. I am very grateful for the opportunity and to the people that were on the Board at that time. I have many great memories from that time.
Q. What does your company look like today vs. ten or more years ago.
We have transitioned from being the voice for local businesses to a Global Contact Center.
Q. What platform do you use? Are you a member of the user group and why?
Amtelco. We belong to the NAEO (National Amtelco Equipment Owners) user group. This organization also shares best practices and supports the members of the group.
Q. Tell us a little personal background about you, your family and your hobbies or interests.
First and foremost, I have four beautiful Grandchildren that bring me absolute joy…I have landed where I am supposed to be in life. Last year we started, what will be a yearly event, camping with our Grandbabies and our fur baby, Takoda. Life does not get any better.
When we are not with the Grandbabies, my husband (Todd) and I enjoy our Harley Davidson, named Luna. We have traveled extensively throughout North America and Europe on many bike trips. I am completely Zen when we are riding our motorcycle. LOL
CAM-X UPDATE
AWARD COMMITTEE UPDATE
We think it’s time to freshen up the Award of Excellence
You are invited to a Casual Conversation / Social Hour to discuss the Awards program:
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Upcoming launch in January
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Ideas for a booklet with strategies and incentives that can be used by your team
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What should we keep, stop and start?
Who should attend? Anyone and everyone involved in running the program in your office - the people who champion Quality Assurance
When: Wednesday, December 2 @ 1pm ET
Login: https://zoom.us/j/93590337092?pwd=bmREVUxMdEovcWhwbnEySkRGbWE2QT09
Education Committee Update:
We had a ‘Huddle’ November 19th to discuss feedback from COACH U and get direction for the Education Committee. We are grateful for the input. This is a brief summary:
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COACH U Price point and interchangeable registrations greatly appreciated
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Amazed at the number of attendees
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Request to change up the ‘time of day’ for sessions so that other shifts can attend
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Offer more sessions on different days
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One-hour sessions enough for zoom calls
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Enjoyed Gamification / how to keep people engaged
Topics requested for upcoming Webinars and Lunch & Learn sessions:
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Promoting positivity
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Recognizing positive achievements
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Adapting learning styles for Virtual training
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How to train using Zoom / how long to train
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Training remotes
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LMS platforms / what to use
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Gamification / more specific ideas
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How to hire remotely
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Trouble shooting remote connections
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Agent series requested – back to basics in the ‘new normal’
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Change management / coping skills
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Motivational sessions
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Teamwork & team building
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Financial programs for employees
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Mental health session / bring in an expert
Interesting observation for all of us:
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Some agents are afraid of change. If they don’t ‘get it’ right away they may feel defeated. Keep this in mind.
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Hand pick agents to attend webinars and lunch & learn sessions. Tell them you will set aside that hour to ‘invest in you’. That is a very powerful statement!
Request:
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Please reach out to all team mates to get input for what everyone needs / what they are struggling with so that we can create valuable and relevant content
Show your staff they are worthy:
CSR and Supervisor Certification
Pre Employment Testing Demo Available
Contact linda@camx.ca for instructions
Two Grey Suits
My time is at a premium - I'm too busy for HR!
This article is part of the TwoGreySuits Managing Employee Performance Series and is offered by our partner, TwoGreySuits as a service to our members.
This is a phrase we have heard quite often as HR Consultants to management. Whenever we hear this phrase, we chuckle to ourselves. We know from our combined 60 plus years of experience that a good part of the reason they are ‘too busy’ is usually because they’re spending too much time trying to resolve people issues without the structure and knowledge to do it efficiently.
Interestingly, when we have been asked to do work load or work balance assessments for organizations, one of the areas where managers are surprised to find they are spending a lot of time is on people issues. Unfortunately, they don’t automatically jump to the conclusion that they could re-capture a lot of time if they were better structured around managing these very same people issues.
Managers are sometimes “too busy for HR” because they simply have never been exposed to the importance and impact that effective people management can have on a business. Being structured around people management would include having clear HR policies, employees working to agreed upon performance objectives, and managers capable of developing employees to become more competent in their jobs, while also knowing how to deal with employee performance issues.
We estimate that >80% of companies with 10 - 100 people are losing 30-50% of their people productivity because they don’t have a structured approach to managing their employees’ performance.
By this we mean creating complete job descriptions, negotiating performance objectives, putting in place a structured performance review process and giving managers the skills to effectively coach their employees. TwoGreySuits’ HR Power Centre has been carefully designed to help small to medium sized businesses address these concerns. All the information, forms, processes, educational pieces and guides are right at your finger tips. You don’t have to waste time looking for answers. It’s is all right there in front of you in the six key modules in the HR Power Centre. Think about the time to be saved and the productivity gains to be captured. Really, how can you be too busy for HR?
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
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Enter your email address and Password CAMX01
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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:
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The HR Power Centre for dealing with the day-to-day people management issues that inevitably arise
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24/7 HR Hot Line
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Topical regular Blogs suitable for reprinting by the Association members