One of our core Agent training messages involves the avoidance of jargon and acronym when we speak with customers. This blog will compromise the guidance we provide our agents in this matter. We apologize, but buckle up. “To fasten your seatbelt, place the metal tip into the buckle, and tighten the straps so that it fits low and tight across your hips…
Trase Miller is active in QATC which is the Quality Assurance & Training Connection. QATC is an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center biz. We also participate in ICSA – The International Customer Service Association. The ICSA mission is to advance, strengthen, and promote the industry of Professional Customer Service. They help our organization with development and belonging provides us with a means to link with service professionals world-wide.
Then there is The Society of Workforce Planning Professionals (SWPP) which is an organization to which we belong that is devoted to facilitating education and networking opportunities among workforce planners across all industries. Contact centers like ours rely an precision planning tools and practices and SWPP has been a key guiding light for us in efficiency. Loyalty 360 is another organization that we more recently became affiliated with. Too bad they don’t have an acronym.
We also belong to IATA, ATME and CLIA and a few other organizations. The point is that we don’t just send a check to any of the affiliations that we list on our website – We participate. And we learn and grow as a result of that participation. Several of our key managers have recently been out at conferences, board meetings and events. The fresh ideas that come back to Tulsa are always welcome and always good validation that perspective from outside of our walls provides healthy inspiration to drive our performance 24/7/365.