The 2nd quarter chapter meeting was hosted on June 22nd by Novo 1, a leading business process outsourcer located in Ft. Worth, Texas. The meeting was co-sponsored by HardMetrics, a leading analytics and reporting firm, based in Philadelphia, PA.
The meeting centered around "Metrics that Matter" and seasoned professionals in the call center space spoke on how they use measurements to drive the right agent behavior and to achieve desired performance results. Metric discussions ranged from AHT, to Service level, to FCR and Adherence to schedule. There was no metric off the table and each panelist shared openly the tools they felt were most effective to enhance operational success for their organization.
Mary Murcott, CEO of Novo 1, facilitated a panelist Q&A session and Rob Winner, CEO and founder of HardMetrics, presented an overview of how to integrate data and reporting for best-in-class results.
South Central chapter board members were also recognized including Laurie Alm, President of Motivated Incentives; Stephen Dawson, Vice President of Communication & Strategic Planning for The Heritage Company; Mike Dunlap, President of Dunlap Marketing, Jim Iyoob, Vice President of Global Development for Etech, Mike Larose, Vice President of Development for Novo 1, Ayn Owens, Director of Marketing and Operations for Telvista, Andy Reese, Director of Operations for Winning Strategies Marketing, Jeff Sheehan, Vice President of the Site Selection Group and Don Williams, President of Alliance DMS.
One of the many focuses of the ATA is to help promote a positive image of the call center industry. ATA members and companies around the globe have taken this to heart and have successfully championed community service events that demonstrate "call centers do care".
The members and guests that attended the June 22nd meeting showed their support for the community by donating canned food items to G.R.A.C.E or the Grapevine Relief and Community Exchange. G.R.A.C.E. is a non-profit organization that provides food, clothing, vital necessities and counseling to help people that are going through difficult times.
The ATA chapter successfully collected hundreds of food items for distribution during the June event. Companies that participated in this outstanding event included: 360 CRM, ACH Child and Family Services, Agility Recovery Solutions, Etech Inc. , GlobalNow, HardMetrics, Heritage Company, Intelemedia, Motivated Incentives, NICE, Nova1, Oklahoma Industries, RDI Marketing, RealCom Solutions, Site Selection Group, Telerx, Telvista, Transamerica Life and Protection, Winning Strategies Marketing, and Working Solutions.
"Our next event will prove to be another opportunity for contact center leaders to learn more about industry best practices and to give back to the community. The 2nd Annual Vendor Showcase will be held on September 8th at the Grapevine Convention Center. We are looking forward to hosting the best in class solution providers and vendors on the market. We encourage contact center leaders of all industries to make time for this great event. Additionally we will be raffling off an IPad and donating proceeds to a local charity", said Laurie Alm, President of Motivated Incentives and President-Elect of the South Central Chapter.
Additional event details can be found at www.ataconnect.org. The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations.
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Motivated Incentives is a sales and marketing firm that specializes in incentive compensation & recognition programs. Our ready-made, online application allows sales and service leaders to introduce contests in minutes. We also offer sales compensation consulting, sales support administration and marketing campaign management.