improve your people

Why do I prefer doing business with a particular organization?
What do I most enjoy about my job?
What distinguishes one business from another?

Two simple words can answer all of the above: the people.  Managing this vital resource requires careful attention. Human resources, in other words, is more than the recruitment, management and training of employees.

Human resources is about valuing the people that make up an organization. It is an affirmation that an organization’s people are the organization. This is particularly true in the customer contact centre industry. Contact Centre Canada recognizes that our people are our service.

Contact Centre Canada is helping to re-define our industry. We do not simply offer jobs. Rather, our industry fosters careers in customer service excellence. This rewarding work offers employees exciting and enriching advancement and learning opportunities. Consult the occupations section for select employment descriptions.

Improved training processes are an essential part of setting the standard for excellence in our industry and to best support employees. Retaining valued staff requires an ongoing identification of training needs and that the training offered meets or exceeds the highest standards.

Employee engagement is an integral part of valuing our people. The term “employee engagement” generally refers to the emotional connection an employee feels for his or her organization and how this feeling influences a greater exertion of discretionary effort on the part of the employee for the sake of the organization. In other words, employee engagement is when caring, dedicated employees are willing to go above and beyond “the call.” Contact Centre Canada is playing a leading role in recognizing, encouraging and rewarding employee engagement.

Talent management is a competencies-based strategy to maximize employee performance and it is an integral part of furthering excellence in our industry.  The processes involved utilize the skills and experience of employees and identify learning and development needs, such as coaching and mentoring. In addition to facilitating succession planning and management, talent management processes ultimately work to recognize and further excellence.