ICSA Beehive Breakfast Meeting – What Employees Really Want
October 31st, 2011 // 7:18 pm @ Conor
Title: ICSA Beehive Breakfast Meeting – What Employees Really Want Location: The Travel Corporation, 33 Kern Road, Toronto, ON Registration Form: Click here Description: The first in a series of new ICSA Beehive Breakfast Meetings! The topic of this breakfast meeting is Employee Engagement. Come out and learn from expert presenter Julie Ruben Rodney as [...]
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Top 10 List to Developing Incentive Programs
September 2nd, 2011 // 1:32 pm @ dollyk@cuttingedjj.com
Posted by Lorna Ferguson, ICSA Advisory Council Member Through Dolly Konzelmann Before developing an incentive plan, talk to your agents, have focus groups and do your research. What you think is a fabulous incentive program with prizes or awards that you may want, may fall flat with your agents and not deliver the results [...]
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Do Incentives in the Contact Centre Work?
August 11th, 2011 // 7:06 pm @ dollyk@cuttingedjj.com
Posted by Lorna Ferguson, ICSA Advisory Council Member Through Dolly Konzelmann This is the age old question in any business – in order to stimulate activity and results, are incentives worth the cost and effort to design and administer? For clarification, I am referring to the prizes and awards that are above and beyond [...]
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AODA Training: Now Available Online!
August 4th, 2011 // 5:11 pm @ Conor
ICSA Canada now has an easy way to become AODA Compliant! We are offering a quick and effective online option to train employees on the Accessibility for Ontarians with Disabilities Act. All employees must receive some form of training prior to the deadline of January 1, 2012. For more information, click here. This [...]
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10 Suggestions to Build Customer Loyalty
July 26th, 2011 // 10:09 pm @ nick@travcorp.ca
Customer service professionals know it costs more to attract a new customer than it does to keep an existing customer and therefore understand the customer service they provide should focus on the ultimate goal of creating customer loyalty. They know customer loyal is good for business. The following are 10 suggestions to providing customer service [...]
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ICSA YouTube Video
July 22nd, 2011 // 2:34 pm @ Conor
ICSA Canada has a new home on YouTube! This video is a compilation of testimonials from our council members. Each of our council members come from a different background, but all share the desire to provide exceptional customer service. Watch the video to hear how ICSA Canada can help you and your organization thrive! Click [...]
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The Role of Emotional Intelligence
July 6th, 2011 // 1:14 pm @ fdehaan@bbm.ca
Fred de Haan, BBM Canada Each year, the Call Centre management team at BBM Canada identifies and explores an area or topic that helps the team to grow personally and professionally. This year, the team has been looking at Emotional Intelligence or Emotional Quotient (EQ). There are numerous books and articles on the topic; [...]
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ICSA 2011 Customer Service Awards
July 5th, 2011 // 8:13 pm @ Conor
ICSA Annual Customer Service Excellence Awards Each year, the International Customer Service Association of Canada hosts an awards gala event called Staff Appreciation Night. Coinciding with Customer Service Week, this prestigious event gives organizations an opportunity to showcase their dedication to providing world class customer service and a chance to reward and recognize the [...]
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ICSA at Big Brothers and Big Sisters of Canada
June 8th, 2011 // 1:31 pm @ dollyk@cuttingedjj.com
I was invited by one of our members, Optima Communications, to attend the Big Brothers and Big Sisters fund raising gala event last Thursday night. The evening was well orchestrated from the grand entrance, silent auction, dinner, and entertainment. The turnout was easily over 500 and the generosity of the participants and sponsors for this [...]
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Job Posting – Call Centre Manager
May 31st, 2011 // 2:49 pm @ Conor
Posted May 31, 2011 A leading company in the travel industry is looking for a Call Centre Manager to oversee its 25+ agent contact centre. The successful candidate will have 3-5 years call centre management experience and strong analytical skills. Location is west Toronto; salary $50k-60K range based on experience. For more information on this [...]
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