Embracing Change in Contact Centres

Embracing Change in Contact Centres

Ottawa Regional Contact Centre Association Presents:

Embracing Change in Contact Centres

June 11, 2015: Kanata Recreation Complex
100 Walter Baker Place, Ottawa
1:30 to 4:00 pm

People naturally resist change. In this Change Management session hosted by ORCCA, you will discover that there are predictable reactions to change and that resistance can be reduced if it is identified and addressed before it sets in. How can your team embrace the changes required to improve? Managers and frontline staff must step out of their comfort zones to develop and accept coaching support, metrics and quality assessments that drive the customer experience. This interactive session will provide insights into change management methodology explore today’s millennial employee and provide an understanding of how change and culture are integral to evolve as a high performance contact centre.

Our Speaker Moosha Gulycz

Moosha is a founding Partner of AtFocus Inc. She developed and regularly delivers ‘Countdown2Change’, an AtFocus proprietary Organizational Change Management program. The program focuses on the personal journey of change and the natural resistance to change associated with organizational change projects. ‘Countdown2Change’ methodology has contributed to significant cultural change.

Moosha has over 15 years consulting experience, advising many organizations on change management strategies, service delivery improvements, process assessments and quality performance. She has authored, co-authored and contributed to the following books:

  • A Journey to Personal and Professional Success
  • Performance Driven CRM: How to Make Your Customer Relationship Management Vision a Reality
  • Customer Relationship Management: A Strategic Imperative in the World of e-Business

Attend this thought-provoking Change Management session hosted by ORCCA

Register early, space is limited
RSVP to by email info@callcentres.org

Thursday, June 11, 2015
Kanata Recreation Complex, 100 Walter Baker Place
1:30 to 4:00 pm
Free onsite parking
Free to ORCCA members
Non-Members – $30.00 in advance payable by Visa or MasterCard

Visit our website at www.callcentres.org


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