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Welcome to the November 21, 2011 edition of ContactNB's e-communique.
ContactNB is a member-driven, not-for-profit, provincial association that facilitates excellence and ensures the competitiveness of New Brunswick's contact centre industry on the global market. Our mission is to ensure that New Brunswick is seen as the location of choice for companies committed to providing world-class customer service through a highly skilled workforce enabled with training, education and leading-edge technology.
As the voice of New Brunswick's customer contact centre industry, ContactNB represents the industry and its member companies to government, the media and the public. We invite you to be part of the conversation. ContactNB's e-communiques keep association members, stakeholders and supporters up-to-date on the latest industry news and trends as well as upcoming events.
Visit our website at www.contactnb.ca Follow us on Twitter @contactnb
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Contact Atlantic 2011 A Huge Success 
Contact Atlantic 2011 was an unprecedented success. We saw record attendance with over 200 delegates. We offered more sessions and topics than ever before and the feedback from attendees has been overwhelmingly positive.
We would like to thank everyone who made this year's conference so successful. Thanks to everyone who attended, thanks to the organizing committee for their diligent work in putting the conference together and a huge thank you to this year's event sponsors:
Platinum Sponsor - the Province of New Brunswick
Silver Sponsors - NB Power, Bay Bridge Decision Technologies, Bell Aliant and Fairmont-Raffles Hotels International
Bronze sponsors - 3D datacomm, NICE, Vision Coaching Inc., Motorola, Sensus Communication Solutions Inc., McInnes Cooper, Medavie Blue Cross and UNB College of Extended Learning, KRP Communications and Interactive Intelligence.
Next year's conference will be November 7-8 in Saint John. |
Assumption Life Joins ContactNB
ContactNB is pleased to welcome the Assumption Life contact centre in Moncton as the newest centre to become a member of our association.
Founded in 1903, Assumption Life has stood the test of time and evolved successfully to become one of the largest mutual life insurance companies in Canada. The Company is active in every province and territory across Canada through a distribution network of nearly 4,500 brokers who offer its clients a comprehensive range of products required for sound financial planning. In 2011, Assumption Life ranked fifth in the latest Best Places to Work in Atlantic Canada survey.
One hundred and eight years on, Assumption Life is in excellent financial health and targeting further growth, while we remain on the leading edge in our use of new technologies, niche product development and uphold our policy of fostering a stimulating work environment for our employees.
Welcome to Eric Frenette, Manager of Customer Service and Claims, and his team to the ContactNB family.
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Bridge Training Returns to Canada By Popular Demand Becoming a Living Brand Leader within your organisation
This insightful two day workshop is guaranteed to give you and your Leadership Team practical tips on how to move your frontline people into proactive Living BrandsŪ, turn words into actions and more importantly, keep this momentum alive and well. It will demystify the practice of Emotional Intelligence, Neuro-Linguistic Programming (NLP) and other Behavioral Sciences. It will allow you to: - Practically apply theories back in your organization
- Increase employee engagement
- Deliver a branded customer experience time and time again
To deliver an exceptional customer experience, it is imperative that there is alignment between your brand and your customer service delivery.
Contact NB members receive a 10% discount on bookings before the 16th December. Please quote 'ContactNB' when booking. "It was so much more than expected. I have left with many tools that I can use both professionally and personally."
Customer Service Development Manager from Irving Oil "This workshop clarifies what brand means and how to bring it and keep it alive."
Sales and Support Manager from Eastlink "Timely, relevant and important information!"
Training Manager from Marriott Hotels "Very insightful. You will be motivated again. A focus on what IS important, loosing the fluff."
Vendor Manager from Eastlink For more information or to register go to: http://www.livingbrand.co.uk/workshop_CA.html |
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Xerox Employees Raise $10,000 for Run for the Cure
People of all ages, lacing up for an inspirational event in Saint John. The Xerox Employee Initiated Philanthropy (XEIP) Program provides corporate funding to charitable organizations in which employees are meaningfully engaged. Giving back to the community has been a long standing tradition at Xerox and for a group of Xerox employees they have really proven why giving back pays off.
On Sunday October 2nd , 24 very enthusiastic Xerox employees from Saint John, participated in the CIBC Run for the Cure supporting the Canadian Breast Cancer Foundation. The Run/Walk is an inspirational event that people of all ages take part in for a common goal, to find a cure for breast cancer.
The team rallied together and once again, through casual days, 50/50 draws and donations raised an incredible $10,100.00. CONGRATULATIONS!
Jennifer Palmer, team captain for the Xerox Cure Seekers, had the pleasure of accepting, on behalf of the team, the CIBC Corporate Spirit Award. This award is given to the top fundraising corporate team - what a great recognition! This is a true testament of the Xerox team spirit and reflects the extraordinary way in which the employees of Saint John are making a difference.
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Pivotal Payments Announces Expansion at Grand Re-Opening
 ContactNB member Pivotal Payments announced it will be growing it's newly re-located centre in Saint John.
I was honoured to attend this event showcasing Pivotal's new facility in Place 400. It was a first-class event all around in an absolutely beautiful facility. Congratulations to General Manager Angelo Tiveron and his team on putting on a great event.
Click the link to read coverage of the event and the announcement in the Telegraph-Journal. |
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This week Sociallogical launched our best tool to help businesses help their people to understand social business. I explain what this new online course is all about in a recent blog post.
Details and registration for the course can be found at: http://sociallogical.com/learn/course/2
The course is $425 per person and we have 2 group discount options:
1. Group of 5 that can be started at any time in the next year for $1800 (Save $325)
2. 10 students from the same group /company fill its own class for $3400 (2 free students, $850 savings)
If Chapter Chats take place with the mentor on-site, the course is full price ($4250) plus travel and expenses.
This is a rich media, supported learning experience that results in a strong understanding that plans and action can be based on.
I hope it brings an understanding to New Brunswick's contact centres that will build a reputation in this industry that we understand the shift to social here.
Jeff
Sociallogical - Strategic Connectivity
http://sociallogical.com | http://jeffroach.ca
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Aditya Birla Minacs Opening Sites in Fredericton and Bathurst
 ContactNB Member Aditya Birla Minacs is currently adding two new sites to compliments it's Riverview facilty in the New Brunswick market
I visited the Fredericton site last week where the hiring process is well under way.
Follow the link to the Telegraph-Journal article covering the government's announcement of its support of the Bathurst facility.
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Did You Know?
New Brunswick's customer contact centre industry pumps nearly $1.5 billion into the provincial economy. |
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We always welcome your submissions. If you have any events to share, or if you would like to submit an article to include, please forward it to mike.bacon@contactnb.ca
Mike Bacon,
Executive Director, ContactNB |
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