Summer 2022 - Scorecards and Retention

This morning, NCCCA members met virtually to discuss best practices around team member scorecards and employee retention.

Although AHT is a vital measurement in the contact center, nearly all attendees agreed that it is best to not use it as a team member goal. One attendee mentioned that rather than looking at AHT at the team member level, they review the percentage of average handle time that is after-call work, along with metrics such as transfer rate and percentage of local disconnects (for post-call surveys).

The group also had a lengthy discussion around the role that attendance played in team member score cards and how important it is to give contact center team members grace on tardies.

One attendee spoke of how her contact center has moved to autonomous scheduling. No more scheduling breaks and lunches for their team members, they are just given guidelines. This sounds like a terrific option for contact centers!

Some of our members in the staffing industry shared that candidates are increasingly more concerned with knowing, in advance, how they’ll be measured. In addition, candidates are looking for meaningful work. They want a fulfilling role with a company, not just a paycheck.

All of that led perfectly into the conversation around employee retention. We heard about the importance of the three Cs of employee retention: compensation, career path, and culture. The group discussed generational differences in the workplace as well as the different skills needed to lead remote teams.

Today’s session closed with discussion around everyone’s favorite topic: WFM or hybrid? Anecdotally, although there are some operations that have moved fully remote with no intention of bringing contact center team members back to the office (with some companies reducing their total real estate) it does seem like many contact centers in Northern California are trying to make a hybrid model work for their teams.

Thanks to everyone that joined today! After three long years, we are looking forward to our first in-person event in 2023.

June 2020 - Special Webinar - Where Do Contact Centers Go From Here

We were proud to present a special webinar along with our colleagues at Contact Center Pipeline and several major regional contact center associations across the US. And we were honored to have Tim Montgomery present: Where Do Contact Centers Go From Here?

Tim expanded on his article published in the June 2020 issue of The Contact Center Pipeline on the topic of “Where Contact Centers Go from Here?”.

Here is a copy of Tim’s presentation.

The co-sponsors of this event include the following organizations:

The Contact Center Pipeline – Industry Publication
Association of Contact Center Professionals – Kansas City Metro
Austin Contact Center Alliance – Austin, Texas
Greater Toronto Area Contact Centre Association – Toronto, Canada
Mid-West Contact Center Association – Chicago, Illinois
Mid-West Contact Center Association – Minneapolis, Minnesota
North East Contact Center Forum – New England States
Northern California Contact Center Association – Northern California
Professional Teleservice Management Association – San Antonio, Texas

About the Speaker:

Tim Montgomery is known as a pioneer in the call center space, having built his last BPO call center (CSG) exclusively in the cloud. CSG grew from 10 employees to nearly 1,000 in just 5 years. For two years, CSG was on the Inc. 500 list of America’s fastest-growing companies, and in 2015, it was named fastest-growing large company in San Antonio.  

Tim’s proven expertise in customer service and contact center operations has made him a soughtafter advisor to companies in a variety of vertical industries. Tim has worked with and advised some of the world’s most recognized service organizations—USAA, DELL, AIG, Coca-Cola, Farmers Insurance, Allstate, The Gartner Group, Amerigroup, Harvard Medical School, and hundreds more.  

Recognized as a talented speaker, Tim has become a regularly featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries to more than 20,000 customer service and contact center professionals worldwide.

Summer 2015 Event - The Evolution of a Contact Center to Customer Service Excellence

On June 25, 2015, we held our first NCCCA event in Lodi, California, at the Clark Pest Control corporate office.

We welcomed a wonderful group of contact center professionals to the headquarters of one of the most successful family owned pest control companies in the country.

Networking and continental breakfast, Sponsored by Totlcom Inc.

Introductions and announcements

Sponsor Introduction – Totlcom Inc.
Jerry Greer
President

Shelly Grubb
Carrier Specialist
Totlcom Inc.

Clark Pest Control Contact Center Case Study
Matt Beckwith
Contact Center Director
Clark Pest Control

Transforming the Contact Center, the Power of Telephony and Data
Chris Recio
Contact Center Product Sales Specialist
ShoreTel

Networking Break/Raffle

Round Table Discussion

Q and A Discussion Panel

Closing Remark

Spring 2015 Event - Successful Contact Center Trends for 2015

On April 9, 2015 we held our Spring event sponsored by VOX Network Solutions and held at the Hyatt Regency in Downtown Sacramento.

Networking and Continental Breakfast, Sponsored by VOX Network Solutions

Introductions and Announcements

VOX Network Solution's Overview and the Importance of Customer Service
Ron Kingsford
Vice President of Sales and Marketing
VOX Network Solutions

Successful Contact Center Trends for 2015
Chanley Geveshausen
Director of Contact Center Solutions
VOX Network Solutions

Networking Break/Raffle

Understanding the Cloud for Contact Center
Gary Gilkison
Vice President of Customer Experience
VOX Network Solutions

Round Table Discussion, What will impact your contact center in 2015?

Q & A Discussion Panel and Closing Remarks

Agenda link

Winter 2014 Event & Holiday Cheer - Big Data and Analytics in the Contact Center

On December 4, 2014 we held our Winter event hosted by the Nor Cal Contact Center Association and held at the Sierra 2 Community center in Sacramento.

Networking, Introductions and announcements

NACR Overview

Mattersight
Aaron Goodwin

Symmetrics
Christopher Rouse

Break/Raffle

Interactive Intelligence
Russell Johnson

Workshop/Discussion Panel/Q&A/Closing Remarks

Holiday Happy Hour and Networking
Beverages & snacks provided by our sponsors and the NCCCA Steering Committee