SWITCHGEAR PUBLICATIONS:

The Innovators’ Roundtable

SpotLight: Emerging trends in Serving the channel called Social Media

Strategic Insights: Call Reduction Strategies Volume 1.0

The Sacred Cows of Contact Centre Metrics

MEDIA PUBLICATIONS:

Creating a Successful Incentive Program
(Contact Management magazine 2009)

Dear Affy column appears in Contact Management Magazine, 6 times per year.

Dear Affy (July/Aug 2007) -- "How to Increase Revenue in Your Call Centre".

Dear Affy (Sep/Oct 2007) -- "Best Practices to Get Coaches Coaching"

Dear Affy (Nov/Dec 2007) -- "How to Drive a More Consistent Customer experience at the Phone"

Dear Affy (Jan/Feb 2008) -- "Building an Agent Proficiency Machine"

Dear Affy (Jan/Feb 2009) -- "The Function of QA for Improving Customer Satisfaction"

Dear Affy (Mar/Apr 2009) -- "Managing Change Around Moving Calls to your Website"

Dear Affy (May/Jun 2009) -- "Off Shore Outsourcing as a Cost Cutting Option"

Dear Affy (Jul/Aug 2009) -- "Dealing with Rep Anxiety around Lay Offs"

Dear Affy (Sep/Oct 2009) -- "Coaching in a Virtual Environment"

Dear Affy (Nov/Dec 2009) -- "Improving AHT"

Dear Affy (Jan/Feb 2010) -- "Delivering Sustainable Performance through Coaching"

SWITCHGEAR WEBINARS / WORKSHOPS:
Welcome to the webinar section of the SwitchGear website! In this section you will find robust information around key contact centre topics…

Cost Reduction System
This webinar on Cost Reduction Systems is being done at several Canadian contact centre events. If you would like to have a complimentary webinar around this topic, contact bruce@switchgear.ca.

GTACC Tough Issues summary sheet – PDF
This workshop on Addressing Tough Employee Issues is a half day workshop from the SwitchGear Leadership and Coaching session. For more information or for an accelerated 90 minute session, contact winston@switchgear.ca.