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Call Centers and Help Desks - Communities of Practice |
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MAKE NOTE - MEETING LOCATION HAS CHANGED BACK TO REDMOND. It's NWCCP's Three Year Anniversary! In 2002, an idea and a few friends in the industry formed a brand new organization for people in the service and support industry called Northwest Call Center Professionals. This group was formed with the notion that there would never be a fee to attend. Forty three people attended our first meeting. Exactly three years later, we now have 900 members. We had an incredible year in 2005. The survey results showed NWCCP meetings exceeded expectations, with all speakers scoring excellent and outstanding. You said meetings were educational and afforded great networking opportunities. We want to take our meetings to an even higher level in 2006 and offer even greater networking and educational opportunities. We are currently taking speaker proposals for 2006 for the topics listed on our website at www.hthts. com/nwccp.htm. Submit your proposal to nwccp@hthts.com. Practitioners will be given priority consideration. We also have some very special events coming in 2006 outside of our regular meetings that you won't want to miss. We are also looking for host sites as well as companies who can offer a site tour. Everyone loves an opporunity to see other call centers and help desks in the Northwest. Email nwccp@hthts.com if you can offer this gift to our community. Vendors wanting incredible exposure to our growing community of 900 members are encouraged to sponsor our organization. Please email Scott Kelly at skelly@symon.com for more information. There are only three sponsorship opportunities left for 2006. For our Anniversary meeting, we saved the best for last, so be sure and join us at Safeco in Seattle to hear Chris' invaluable message. If this is your first time to attend, promise to look me up and say hello. The board and I will make you feel welcome, a part of our family and introduce you to others with similar interests of your own.
I'm looking forward to seeing you. Bring a friend too. All guests are welcome. Holiday attire is encouraged. Let's jam this session full. P.S. Everyone in attendance will receive a 10 page handout. Warmly, Ivy Meadors, President Northwest Call Center Professionals and Help Desk Northwest
Session Description: What does it take to be a leader today? What characteristics are shared by top leaders who successfully lead great teams and organizations? Chris Widener will share with you the top 12 Characteristics of Successful Leaders in his 90 minute session.
Meet the Speaker: Chris Widener receives rave reviews from his attendees and is endorsed by personal development legends such as Jim Rohn, Denis Waitley and Brian Tracy! He demonstrates a style that is engaging and versatile while providing life-changing principles of leadership, motivation and success.
Chris is the leader of a new generation of personal development and leadership experts. He lives and breathes the strategies and tools he shares with millions around the globe. Chris' content is rich and practical, and his style is dynamic and engaging! If you want to see real change in your life, or the life of your organization, connect with Chris Widener. -- Jim Rohn
NICE systems is the global provider of advanced solutions that help organizations extract meaningful insight from interactions. Customer calls and other multimedia interactions (such as emails) contain information that, when analyzed, offers the organization valuable insights, which help improve the decision-making process and drive overall business performance. NICE solutions capture multimedia interactions, analyze their content to gain insight and present these insights in a manner which facilitates efficient decision-making. The power of the NICE Perform solution lies in the unique synergy between its advanced technology components, including recording and audio analysis, and integration with Microsoft .NET client- server technology. Contact Scott Westlund on 253-862-0836 or by email at Scott.Westlund@nice.com for more information.
NWSP - Portland, Oregon: Portland's Call Center and Help Desk group, Northwest Support Professionals (NWSP) has Dave Brown, from Support Center University presenting "Staff Planning: Challenges & Techniques". NWCCP and HDNW members are welcome to attend an NWSP meeting as their guest. Dave will discuss the unique challenges that make calculating staffing levels so difficult, including the difference between planning for a ‘support center’ versus a ‘call center’. You’ll learn how to get around these challenges and how to determine just the right number of staff to achieve your service level targets. We’ll discuss both short-term planning and long-range forecasting. In addition to the planning process, we’ll talk about the use of planning TOOLS such as Workforce Management (WFM) software; when they are appropriate and the justification for purchasing these products. You’ll learn about the challenges with using WFM in a technical support environment (where a high % of staff time is spent off the phone doing research and problem resolution). We’ll also discuss alternative approaches for small to medium-sized support centers that can’t justify the WFM investment. Review the details and REGISTER for this month's event on the NWSP website's NEWS & EVENTS page http://www.nwsupportprofessionals.org /p1.asp#December05. About the Speaker: Dave Brown has worked with many different WFM products and has helped companies select and implement the products. He has also helped companies develop their own staffing models and is considered one of the worlds leading experts on staff planning techniques for support centers. ADDED BONUS: Attendees will receive additional materials provided by the speaker. Workforce Management Resources:
Submitted by Melanie Walsh from BECU: Does your staff understand the role they play in your organization's success? Developing yourself and your staff begins with your ability to inspire others in a common vision or goal that appeals to their values, interests and aspirations. Do they see how the organization defines success and the role they play in achieving this? Key Performance Indicators are a way to measure progress toward theses goals. What Are Key Performance Indicators (KPI).
It is also important to restrict the number of KPI's to maintain targeted attention on achieving the same. KPI Resources:
Job Candidates:
Job Openings:
Job Resource Sites:
Be sure to send us your candidacy or job postings to nwccp@hthts.com.
Driving and Parking Instructions to Safeco in REDMOND From the Eastside, take 405 South or North to 520 EAST toward Redmond (exit #14 off 405) From Seattle I-5, take 520 East toward Redmond. On 520 Eastbound, approx 3 miles east of the 405 Interchange, take NE 40TH ST / NE 51ST Street exit. The exit splits into two ramps – follow signs to NE 51st At the end of the exit, take a right on NE 51st Street From NE 51st street, take the first right on 154th Place NE into Safeco Campus. Safeco Campus ~ Follow Campus Lane to the right, all the way to the West Parking Garage. You will first pass the Olympic Building (Life & Investments) on your immediate right, the Rainier Building will be next on your left. (Safeco has set aside specific parking for us in the West Parking Garage, which is across from the Rainier building on your right, but access by car is from its back side. While you will also see some visitor parking in front of buildings along the way, we ask that you please honor these parking guidelines and proceed to the West Parking Garage on the day of the event). Continue on Campus Lane until you come to a stop sign. At the stop sign, take a right, then another right at the T. The West Parking garage is the second building on your right. Employee ID badges are activated for the West garage. Visitors must push the call button and request access from SAFECO security – just mention that you are with Help Desk Northwest or the Northwest Call Center Professionals Group. Parking is free for HDNW and NWCCP visitors on the day of the event. Rainier Building / King Auditorium Once parked, take stairs or elevator to the ground floor, use pedestrian walkway (pictured with dotted line) toward the Rainier Building (approx 60 ft away).
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email:
nwccp@hthts.com
HDNW website: http://www.hdnw.org
NWCCP website:
http://www.hthts.com/nwccp.htm
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