We have blogged relentlessly about our special celebration culture here at Trase Miller. We celebrate big personal accomplishment and small team victories alike. And once a year we dress up festively for our Christmas party gathering to celebrate the season and offer recognition to our team stand-outs. For several years now our party has been hosted at Five Oaks Lodge over in Jenks, Oklahoma. “Rustic Elegance” is how the proprietors appropriately describe their very special venue and for several reasons that kind of experience just really works for us.
A few words about the Five Oaks proprietors and their business - - - When you meet Nicole Graber and her father Randy (shown in photo above with our own Lynette Sparks) you quickly understand that these people “get it”. Their product is phenomenal and their passion for what they do is noticeable to say the least. Above all they are proud of their business and that comes through loud and clear in every detail (right down to their delicious gourmet macaroni and cheese).
Back to Trase Miller and the accomplishments we celebrated at Five Oaks. This year we celebrated eight 15 year anniversaries and scores of 5+ years. Our retention rate is better than any contact center that we know about and we tend to make a big deal about it. We have two “MAJOR AWARDS” that merit mention here.
- Mike Millsap is this year’s “Awesome Achiever”. Mike was nominated for being a “joy to work with” as well as “his willingness to help and go above and beyond as a team player”.
- Nicole Heard is this year’s “Employee of the Year”. Nicole’s peer nominator submits that “Nicole has proven to be an outstanding team player and no matter what the request, Nicole is always willing to help.”
Our General Manager, Frank Silzer shared a few words with us at the Christmas party. Frank reminded us all of what an extraordinary year we have had together and how so many people went above and beyond in their jobs to help us with our growth and transformation. There are several common themes here we should emphasize. Team work. Willingness to Help. Rustic Elegance. Strung together these themes describe our very special place of work.
It’s the most wonderful time of the year and we are here to help you 24/7/365 - even on Christmas!
Merry Christmas and Happy Holidays to all!
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.