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Article : Day 1 International Contact Center Week
Welcome to the 6th Annual International Contact Center Week
We all work in a dynamic, fast paced and challenging area of business and we are reaching levels of recognition that we all truly deserve. When you consider how business has changed, it’s incredible to think that the agents and representatives we hire manage the majority of our customer relationships and make or break our reputation - years ago we would shudder at the thought of letting anyone but highly paid execs talk to customers!
So in 2008 we launched International Contact Center Week
– a week of celebration and appreciation of our industry at all levels. International Contact Center Week is an opportunity to celebrate, appreciate and elevate your people and your center through a number of fun and rewarding activities.
International Contact Center Week is:
Your opportunity to recognize all the hard work and commitment put forth by employees at all levels
A boost to your company's morale
Your opportunity to celebrate the contact center industry
Your time to elevate excellence and team work
A great opportunity to go out into the community and raise funds for local charities and groups
It’s a week about celebration, fun and recognition. It should not be a week that takes you away from your business and the needs of the center, but one that supports the center and the people within. It should not be costly or require a massive investment in resources. It’s about your people – your most valued asset.
Here are some suggestions to help you make the most of the week:
Keep it fun
Post the schedule
Invite staff to suggest ideas
Look at what you can do to raise funds for charities
With prizes – you don’t always need money, sometimes a win and recognition for a win is worth its weight in gold! You can even offer perks to winners such as selecting their own schedule, having the boss make them tea and coffee for the day, preferred parking place etc.
Don’t try and do it alone – have several people support the event
Take pictures, write stories about the fun and post them on a board in your center to showcase what you did
Send your pictures and stories to Raj Wadhwani, President ContactCenterWorld.com and he will post them. Click here to send him a message
The following schedules are a guide. You can, of course alter, the activities, even substitute what you are looking for into the week – it’s your week, not ours!
Tuesday 10th September
Let’s take it easy with an intro into International Contact Center Week
How about starting with some simple decorations? – How about putting up some colored balloons so everyone knows it’s a special week? Now, onto some other fun stuff!
Tools required: none
Cost: Nil - unless you want to offer a prize
Time away from the phones: negligible
Pretty much everyone has a hat of some kind. If not ask them to beg or borrow one
Take some pictures and email them to us with some comments!
‘How Well Do You Know Your Co-Workers?’ Quiz
Tools required: paper and some pens
Cost: Nil - unless you want to offer a prize
Time away from the phones: 15 – 30 minutes. A little more if you have heats
Get specific details on each person on staff by having them write down a few key points about themselves like: favorite food, favorite hobby, etc. Create a quiz for each member of the staff, and have them match the person to the attribute. The questions could be phrased in this way: "Who’s favorite food is spaghetti and meatballs?" "Who loves to go hiking?" When getting your staff to write down their points, ask them to get creative, making the quiz more challenging and fun! Variants include having competing teams or departments.
Jazz up your Headset Day
Tools required: none – just some crazy ideas!
Time away from the phones: not applicable
Offer a prize for the best dressed headset! Make sure they are still functional though. Many thanks to VADS BPO in Malaysia for this neat idea – see image to the right
These are just a few ideas - please share what you did!
Watch for another set of ideas tomorrow!
Today's Tip of the Day - Don’t Just Record Your Agents
Published: Monday, September 9, 2013