Regional Contact Center Associations

Contact Center Geek

It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” So, my first answer to that question is to get involved with a regional contact center association.

Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis.


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“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. Contact Center Management Customer Experience

Best Practices of Great Coaches

The Northridge Group

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes.

Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council.

Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council.

How will your firm capture new customers during this window of opportunity?

TLC Associates

TLC Associates is a seasoned provider of outbound calling solutions with significant experience in the mortgage lending industry. Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contact center associates. “The Federal Reserve cut its benchmark rate by a half percentage point on Tuesday morning, delivering a booster shot to stem potential economic disruptions from the spreading coronavirus epidemic.

HGS Harvests Gold at CCW Awards Ceremony


In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At Contact Center Awards.

"Follow the Leader", Featuring Matt Beckwith

Contact Center Geek

Matt Beckwith is proud to be a Contact Center Geek. Since putting on the headset for the first time as a 411 operator, he has spent more than 20 years leading customer service and sales call centers in different industries. Matt also serves as a steering committee member for the Northern California Contact Center Association. Has working in customer service made a positive affect in your personal life? The short answer is: absolutely!

Workforce Management's Impact on Customer Service

Call Center Weekly

If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.

Improve Customer Focus with Whole Company Support

Toister Performance Solutions

Imagine contacting customer service and getting connected with the CEO. It keeps the customer at the center of everything they do. Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft.

Keys to Contact Center Consistency and Compliance

Call Center Weekly

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. On the other hand, if a contact center Agent searches for “extended warranty”, their search also brings up how to process a customer’s warranty claim. Call Center CCW contact center Metrics Quality

"Follow the Leader", Featuring Mike Aoki

Call Center Weekly

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? EVERY customer contact is a retention opportunity!" Remember: "Every customer contact is a retention opportunity!" a Canadian training company that helps contact centers improve their sales and customer retention results. Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers.

Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings. Team meetings can be a powerful communication tool for contact centers, provided that they are not a colossal waste of time and energy.

Customer Experience – No, Not That

Contact Center Geek

Then something magical happened – the customer looked back over her shoulder and made eye contact with me, the expression on her face indicated her glee in running the barista through the CX chipper. When I was a lead in a contact center, I actually liked the messy ones – they challenged and helped me learn how to de-escalate their situation, solve their problem, and earn their trust.

From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith


Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. You’ve come from the contact center floor all the way now to where you are as the director of customer experience at Clark Pest Control.

Unique Fully-managed Solution Emerges from Sitel-NICE inContact Collaboration

NICE inContact

The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 With $1.7

The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. Throughout my call center career I have seen many changes in how to measure the quality of service interactions. For many years in my career I watched call center leaders focus on soft skills.