The small contact centre toolbox

  • November 07, 2012
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St
  • 0


  • plus HST
  • plus HST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:15am
The small
contact centre

Ever looked with envy at the slick tools and specialized staff large contact centres can deploy?

Learn how to maximize your operational efficiency with tools and processes calibrated for the "small" inbound contact centre. Prepare to be surprised by what is now available or can be adapted for the smaller contact centre.

This will be a collaborative session. If you are someone who has worked hard to assemble tools and resources to manage your operations, come prepared to share.

You will leave with a toolbox full of great ideas - processes, checklists, contacts and (sometimes even free) software, along with ways to implement e-learning and performance support systems.

Catherine Robertson, CEO of Robertson Telecom, will be joined by training guru Jean Mitchell.

Catherine has built a successful third-party out-sourcing business by focusing on streamlining end-to-end customer service for the company's clients. She also provides consulting services to small contact centres. From technology implementation to workforce planning, from scheduling to building company culture, she brings hands-on expertise gained over 25 years in small contact centre business.

Jean has a customer service training business, Jean E. Mitchell Consulting, with clients across Canada. Former Manager of the BCIT Call Centre of Excellence, she has a specialist's view of small contact centre needs. From intake training to soft skills enhancement, from process development to transitioning to new careers, she has seen and done it all.

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