It’s that time of year again! Customer Service Week is in full swing, and we thought we would take the time to share with you what Customer Service Week means to us. In order to celebrate the hard work our team members put in each day, we decided to participate in this year’s Customer Service Week theme Everyday Heroes. Aside from providing a great reason to dress up at work, for us, Customer Service week is about recognizing our agents, empowering our teams, and strengthening our commitment to providing an excellent customer experience. More…
Matt Wheatley, Vice President of Customer Experience at 24-7 Intouch, along with a top innovator in the hospitality industry, will host an interactive session focusing on strategies of customer engagement at the SOCAP Annual Conference at the Diplomat Resort and Spa in Hollywood, Florida.
The session, entitled “Customer Engagement: Aligning Inside to Win on the Outside,” will be held Monday, October 19 at 10:30am, and will focus on aligning all departments to the customer engagement strategy, taking a fresh perspective on the customer journey.
“A lot of people think that the customer journey is a job solely for the operations team and contact center agents, says Wheatley. “I am excited to bring attention to the huge benefits companies can reap if they align all departments to their customer engagement strategy.”
The annual conference takes place from October 18-22. For more information about the SOCAP Annual Conference, please visit our website.
About SOCAP International
Founded in 1973, the Society of Consumer Affairs Professionals in Business (SOCAP International) represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. The Association’s members include vice presidents, directors, managers and supervisors of customer care and consumer affairs from top Fortune/Forbes 1000 companies as well as hundreds of business partner organizations. SOCAP provides the educational tools and professional resources to help its members drive business transformation within their companies.
Steve Muise, Vice President of Employee Experience at 24-7 Intouch, will be leading a Think Tank speakership at Frost and Sullivan’s 11th Annual Customer Contact Executive MindXchange. The event takes place October 18-21, 2015 at the Loews Coronado Bay Resort in San Diego, CA.
“There are so many misconceptions relating to what drives employee engagement,” said Muise. “Employee experience is something that 24-7 Intouch takes pride in, and I’m excited to share my knowledge with the Frost and Sullivan community.”
Muise’s session, titled ‘Focus on the Firsts: A New Approach to Employee Engagement and Retention’, will take place October 20 at 1:40pm. Key takeaways will include defining employee engagement versus employee experience, techniques to measure actual engagement rather than self-perceived engagement and success factors for engaging and retaining employees at every level or tenure in the organization.
About Frost & Sullivan
Frost & Sullivan enables clients to achieve best-in-class positions and strive to accelerate growth, innovation and leadership in their respective brands. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies.
Their one-of-a-kind Executive MindXchange format leverages mass brainpower. Jam-packed with dynamic networking activities and hands-on content, their programs are over 80% interactive.
On Saturday September 26, 2015 24-7 Intouch sponsored and participated in Madox’s Warriors Superhero Run in fight of childhood brain cancer. Madox’s Warriors is a Winnipeg non-profit organization created in honor of Madox Suzio, who sadly lost his battle with brain cancer at the tender age of 9. The Superhero Run had over 300 participants who showed up dressed in capes, and all things Superhero! All proceeds from the run go to The Cure Starts Now and The Dream Factory.
For more great pictures of this event, visit our Facebook page!
“He who has a why can endure any how” – Fredrick Nietzche
Most companies can tell you what they do, and how they do it, but are not able to clearly explain why they do it. Your why is the driving force behind your business. It conveys a passion to your employees and customers, keeps you focused, and motivates you to stay on track when the going gets rough.
To discover your why, think about the times when you did some of your best work. What was motivating you then? Is it the same thing that motivates you now?
24-7 Intouch had the most amazing time sponsoring Motionball Marathon of Sport Winnipeg!
The event took place September 23rd at Westwood Collegiate, with a record 41 teams in participation.
The Marathon of Sport is a fun-filled day of athletic competition that sees young professionals compete alongside local Special Olympics athletes in a variety of sports. This year 24-7 Intouch had two teams participate in the event in support of Special Olympics Canada.
To see more photos of our teams in action, please visit our Facebook page. Go team!
24-7 Intouch will once again be attending the Execs in the Know Customer Response Summit at the Hyatt Olive 8 in Seattle.
Matt Wheatley, Vice President of Customer Experience at 24-7 Intouch, will be presenting at one of the newest events to the summit, The Idea Lab, which consists of small groups that rotate through 8-10 presentations on innovation during successful customer interactions.
“We are very excited to be partnering with Execs in the Know on this event”, said Wheatley. “I look forward to learning and sharing ideas on how to improve the customer experience.”
The Customer Response Summit is presented by Execs in the Know, who aim to connect people to quality content and thought leadership through industry events, peer to peer collaboration, networking, and industry employment opportunities.
The Summit runs from September 28-30, 2015. For more information about CRS Seattle please visit http://www.execsintheknow.com/events/crs-seattle/.
About Execs in the Know
For over 15 years, Execs in the Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs in the Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.
24-7 Intouch will be participating in the Winnipeg Jets 2nd annual Fan Fest on Saturday, September 19 at MTS Iceplex.
The event runs from 9:00am until 2:00pm and is open and free to the general public. The event includes access to Jets training camp sessions, live player and management interviews as well as a range of interactive games and activities.
The first 5,000 fans on site will receive a free complimentary lunch.
24-7 Intouch will be hosting an air hockey tournament on the Fan Fest grounds, along with other fun interactive activities. Stop by our tent and show us your skills!
24-7 Intouch is once again sponsoring the 3rd annual Motionball Marathon of Sport in Winnipeg.
Motionball takes place on Sunday, September 20 at Westwood Collegiate and Sansome School. As a corporate sponsor, 24-7 Intouch will have a group of volunteers and two teams participating in the full day of activities. They will also host football games that are taking place throughout the day.
“As a board member of the Special Olympics Manitoba and a team captain, I am excited to have two teams from our company participating in this year’s Marathon of Sport,” said Deanne Harrison, Director of HR Compliance and Risk Management at 24-7 Intouch. “Philanthropy is an important part of our culture at 24-7 Intouch, and we look forward to participating in many more events to come.”
All the proceeds raised will go to Special Olympics Canada to provide funding for athlete training and volunteer recruitment. 70% of funds raised will stay in Manitoba to support local Special Olympics athletes.
Motionball is a not-for-profit organization that builds awareness and raises funds for the Special Olympics Canada Foundation (SOCF), targeting a “next generation” of supporters – Canada’s professional crowd who are not defined by their age but rather their mind-set.Motionball aims to introduce the next generation of volunteers and donors to the Special Olympics movement through integrated social and sporting events, creating relevant, meaningful experiences that help bring the fun back into giving. Since its inception in 2002, motionball is organizing events in 11 Canadian cities and as a result of the many individuals, partners and organizations that have supported the movement, motionball delivered to the SOCF its original financial goal of its first donated $1 million four years ahead of its planned schedule. motionball has currently donated over $5,000,000 net.
Psychology and Culture
Monitoring contact center retention and fostering well-performing agents is an ongoing battle companies face. Incentives, social activities and coaching sessions drive performance and help identify stars. The ideal is to develop these individuals, help them grow into Team Leaders and future Managers of your existing teams. This cycle continues with new agents joining your team while existing ones grow or eventually depart.
The concept seems easy enough. Meeting KPI’s is always important, but focusing on motivators and the employee experience is where you’ll make the difference. Insert “Culture”. Yes, a term that’s cliché and not directly tied to your retention or performance numbers. That said, let’s forget about those metrics right now and look at it from another perspective.