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Mastermind Networking

The members of this group meet each month via chat (using the NING chat) to discuss the issues contact center professionals face on a daily basis. If you want to be informed of the groups activities you must become a member of the group.

Members: 54
Latest Activity: Jul 23, 2015

Mastermind Networking Introduction

Description
This group is for Customer Contact/ Customer Experience professionals. Our goal is to meet via NING's chat function to discuss issues we face on a daily basis. This group includes professionals with varied experience, industry perspective, and areas of expertise.

Every month we schedule a chat session with an open agenda but we start with a few topics sent in by the group members. The possible discussion topics are endless and can include any issues that are relevant to members of this group.

Objectives:
First, this group provides a free and open exchange of experiences, ideas, and perspectives.
Successful contact center management teams must be constantly looking for opportunities to improve. Too often we are innundated with outdated call center "best practices" that were developed 30+ years ago.

The second objective is to provide an opportunity to stay up-to-date on customer contact trends and information. This group maximizes what little time contact center professionals may have to stay current with industry news.

The third objective is another level of networking. To be the best, contact center professionals must surround themselves with the best contacts and resources available.

Vendor Participation
Our goal is to limit the group to Contact Center professionals that are currently managing operations. While we respect vendors' high level of expertise within their specific product offerings, we prefer to keep these discussions vendor/product neutral. Vendors are welcome to join the conversation to share their operational experience as long as they respect the primary business guideline of this site (i.e., no unsolicited or blatant selling).

Group Host
This group is hosted by CCPF member Richard Natoli (profile http://contactcenter.ning.com/profile/RichardNatoli)

Discussion Forum

MasterMind Meeting Notes - April 22, 2010

Started by Kathryn Jackson May 27, 2010.

MasterMind Meeting Notes - March 18, 2010

Started by Kathryn Jackson Mar 26, 2010.

Comment Wall

Comment

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Comment by Richard Natoli on October 20, 2009 at 2:20pm
I will make sure we have this discussion on the agenda for the first meeting on Thursday! Personally, I look forward to hearing everyone's views. Any other topics for discussion out there?
Comment by Tim Searcy on October 20, 2009 at 2:00pm
I agree with you both wholeheartedly as an individual. What about as a company? It continues to disappoint me as firms make short-term decisions that impact the bottom line briefly, and then damage the brand.
Comment by Luanne M. Lo Monte on October 20, 2009 at 1:50pm
In each of my leadership positions over the past 15 years, it has been "all those things". I haven't had the luxury of being able to choose just one, or even a few from that list that I could concentrate on in any given year. The expectations & directives from my Board of Directors or boss determine my leadership roles. I am not stating that I don't have limitations, I just try to reduce them through additional learning opportunities, be they formal or informal. In regard to Michael's posting, I would include our employees as being part of our primary responsibility or we won't have clients & customers.
Comment by michael shrader on October 20, 2009 at 9:45am
It's a great question Tim and we should discuss it. I believe as leaders our primary responsibility should be to our clients, our customers and to the industry. Now while that is pretty broad and encompasses all the issues you have laid out I believe it really comes down to what does the industry stand for and how should we conduct ourselves. My humble opinion.
Comment by Tim Searcy on October 20, 2009 at 8:49am
I don't know if this is the place to post a new topic, but I would like to get some thoughts on what leadership in this industry should look like. Is it about service delivery? Is it about public perception? Is it about setting standards? Is it about government interaction? Is it about understanding the customer experience? The fact is that we can't do it all, and simply saying "it is all those things" means we are unwilling to place bets and acknowledge limitations. Who wants to talk about this?
Comment by Mike Scharfstein on August 24, 2009 at 4:02pm
Hello all. Still new at this. Looking to share insight regarding anything and everything Call-Center.I manage 7 reps right now, 6 part time and 1 full time, outbound Appointment Setting (what I like to refer to as "new client development" for my Accounting Firm here in CT) What's the next step? Thanks...Mike
 

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