Upcoming events

    • 31 May 2018
    • 12 Jul 2018
    • 6 sessions
    • Hosted at Element
    • 18
    Register

    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
    • 192
    Register

      

    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!

       


     

    • 28 Sep 2018
    • 16 Nov 2018
    • 8 sessions
    • Centennial Lakes Office Park
    • 34
    Register

    How Do You Develop An Effective Contact Center Leader?

    Developing successful front line contact center leaders can be one of the biggest challenges we face. It is also one of the most critical to our future success.

    “Almost all of front-line managers are moved from individual contributor roles from within the organization.  Lack of training on managerial skills, lack of clear expectations for this new role, short-term versus long-term focus, and a heavy workload are top challenges for new managers.  Senior leaders need to set the expectation for front-line managers and HR/L&D functions should support their development with training. 

    “The front-line supervisors and managers are the most critical roles in the organization and we spend the least amount of time and money selecting and training these employees.” ~ HCI Survey respondent

    The MWCCA Supervisor program is designed to augment internal training focusing on the unique needs of the contact/call center.   The MWCCA Supervisor Workshop combines the teaching of best practices with a practical approach that also focuses on the business problems and challenges faced by the attendees. 

    The certification of the attendees will be based on attendance, participation and a plan they will develop to either:

    • 1.     Solve what they see as their biggest operational challenge, or
    • 2.     Activities to develop a personal development plan

    Each week a segment of the class time will be dedicated to taking what they've learned and turning that into addressing their operational challenge and/or to address their individual personal development plan. This will be a fantastic opportunity to learn from the instructor as well as hear from others in the workshop that may have faced similar problems and found unique solutions.

    MWCCA Supervisor Certification - What You Can Expect       

    The MWCCA Supervisor Certification Program covers the most important topics for a contact center leader to master. Completion of this program will develop and hone Supervisor and Management skills with the goal of effective leadership for your team.

    The classes will be held on consecutive Friday mornings beginning September 28th and concluding on November 16th. Each session will run from 8:00am to Noon and will be held at the Centennial Lakes Office Park in Edina, MN.

    Topics include:

    ·Leadership & Management Tips, Techniques and Strategy

    ·Recruiting and Hiring in this challenging environment

    ·Employee Experience, Satisfaction and Retention

    ·Measuring  Customer Experience and Satisfaction

    ·Quality Monitoring & Assurance Program

    ·Coaching for Center, Supervisor & Agent Success

    ·Technology – a quick primer on the alphabet soup

    ·Workforce Management  Concepts and Strategies to manage attendance, staffing challenges and some of the newer strategies being implemented

    This Certification program will give front-line Supervisors & Managers what they need to succeed as a  contact center leader. In a few short weeks you will gain contact center expertise and wisdom from one of the best instructors in the country.

     MWCCA Members only pay $450 for this workshop which would easily cost  4-5 times that amount elsewhere. You won't find better training value than this anywhere.

    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.