Upcoming events

    • 03 May 2018
    • 2:00 PM - 6:00 PM
    • Surly Brewing, 520 Malcom Ave S, Minneapolis, MN 55414
    • 55

    Don't miss out on SURLY and IMPROV!!

    In this fun session we will be led through an Applied Improvisation workshop focused on leadership and communication followed by great food and drinks at the amazing Surly Beer Hall.  

    Event Agenda:

    • 2:00pm event starts
    • 2:00- 2:30 Networking and happy hour #1
    • 2:30 – 2:45 Announcement’s and introductions
    • 2:45-4:45 CSz Presentation 3-5
    • 4:45 – 6pm Happy Hour and lots of food!

    Join MWCCA and your contact center colleagues for an inspirational, educational and funny presentation on building teams, strong leadership and communication.  We are confident you will leave this event thoroughly inspired. 

    Plus free food and Surly beer and networking with up to 100 contact center leaders in the Midwest! 

    Workshop Outline:


    • Who I Am
    • What I Do
    • Applied Improvisation
    • One Rule


    • Shakedown – Ice Breaker
    • Stop/Walk – Ice Breaker/Active Listening
    • Bobsled – Teambuilding/Communication
    • 10 Minute Lunch – Connecting With Others/Empathy
    • What’s Not Wrong With Your Life – Positive Focus/Teambuilding
    • Knife, Baby, Angry Cat – Focus/Active Listening
    • Last Letter, First Letter Interview – Listening Completely
    • Everybody Go! – Taking Rational Risks/Group Support of Ideas/Trust
    • Yes and, Yes But – Accepting New Ideas and Building on them
    • Horrible Gifts – Power of Positivity
    • What Happens Next? – Idea Generation/Collaboration
    • String of Pearls – Collaboration/Working with what you have
    • Point/Counterpoint – Collaboration/Listening
    • 5 Things – Reflection
    • Rock, Paper, Scissors Battle – Positive Competition

    About our Lead presenter:

    Michael Bruckmueller is an improvisor and teacher. He has 20 years experience in professional improv.

    Michael holds an MFA in Theatre Pedagogy from Virginia Commonwealth University and a BFA in Theatre Performance from the University of Minnesota Duluth. He has been with CSz since 2000, first with CSz Richmond, then with CSz Twin Cities. At CSz, he works as both a performer and Director of Education, performing for and teaching ages ranging from preschool to adults.

    Michael has facilitated Applied Improvisation workshops for 3M, Cargill, Target, US Bank, Upsher-Smith Pharmaceuticals, General Mills, Travel Tags, Andersen Windows, United Healthcare, Children’s Hospital, the Minnesota Department of Revenue, and many more businesses and organizations. He is also very proud of his work with the Autism Society of Minnesota, using improvisation to provide social skills workshops to students on the spectrum. 


    • 31 May 2018
    • 12 Jul 2018
    • 6 sessions
    • Hosted at Element
    • 32

    Leadership Development with MWCCA

    The Midwest Contact Center Association is committed to providing cost effective best-in-class resources locally to help contact center professionals grow and thrive. This year we are hosting two training sessions. The first is a 6 week in depth workshop around coaching and mentoring and the second (in the Fall) is an 8-week Supervisor Certification. We ran the Supervisor Certification last year and the reviews from attendees were fantastic.

    Developing successful front-line contact center leaders can be one of the biggest challenges we face, and the Midwest Contact Center Association wants to help augment your internal leadership development goals by hosting these two programs. Similar workshops cost over 4 times as much and that does not include the travel expenses!

    We’re happy to announce the first of two of our contact center leadership development certification workshops entitled Contact Center Coaching and Mentoring beginning Thursday May 31st. The Contact Center Coaching and Mentoring certification is a 6-week hands on practicum where attendees will split time between learning best practices, participating in activities that put the concepts to work, and working on their certification project by developing a plan to tackle their biggest coaching challenges.

    The certification of the attendee will be based on attendance, participation, and a plan they develop. If you are a contact center Director or Manager, this is an excellent chance to help take your leaders to the next level and we highly encourage you to help develop the certification project for your attendees.

    The Certification Workshop will run for 6-weeks on consecutive Thursday mornings from 8:00 am to 11:30 am at Element (on Hwy 494 near Hwy 169). We will begin May 31st and the last week will be July 12th. We will skip the week of July 4th.

    Coaching and Mentoring Certification Course Outline

    For a week by week Agenda, please look at the attachment below. The general goals are as follows:

    Workshop Objectives

    -          Take away a coaching method

    -          Identify the most challenging coaching target/ situation

    -          Develop the plan, methodology & tools to address this challenge

    -          Weekly practice and activity to reinforce the learnings

    -          Overall assessment and certification

    Pricing: Members $350 for all 6 weeks. A coaching certification workshop like this is typically around $2,000 per person plus travel expenses. The MWCCA is very excited to fulfill our mission by offering this high-quality leadership training package as economically as possible. We know you’ll be happy.

    About our Instructor

    Dayne Petersen is the Lead Instructor and Consultant for Benchmark Portal, & Principal and Consultant for Call Center Solutions. She has 30 years of experience running contact centers and consulting with hundreds of contact centers and teaching best practices. Dayne is one of the top contact center consultants and trainers in the nation and co-founder and executive board member of the Midwest Contact Center Association.

    Coaching and Mentoring Course Outline.docx

    • 11 Sep 2018
    • 6:00 PM - 10:00 PM
    • Target Field Budweiser Deck
    • 220


    Don't miss being part of the largest contact enter networking event of the year!  250 contact center leaders on the Budweiser Deck to watch the Minnesota Twins Crush the New York  YANKEES!

    • Free Food
    • Free Drinks
    • Amazing Door Prizes
    • Network with all the top contact center leaders

    This event Sells out every year.  Registration will open soon!

    Vendor Organizations MUST be Industry Partners to attend - No Exceptions.      

    In the event of a rainout or reschedule of the game, MWCCA will follow the Twins Policy for reschedule.  http://minnesota.twins.mlb.com/min/ballpark/rainout.jsp

     Thanks to all the fantastic sponsors of the Midwest Contact Center Association that make this event possible!



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