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CCEOC, CCA Team to Offer Contact Center Employer of Choice Certification to U.S. Contact Center Market
February 28, 2013
By Anshu Shrivastava, TMCnet Contributor
CCEOC Inc. and CCA have formed a strategic partnership to offer Contact Center Employer of Choice Certification to the U.S. contact center market.
An industry standard, the Contact Center Employer of Choice is a process to develop and brand people-centric contact centers. To the contact centers, this program provides the edge when it comes to attracting, retaining and engaging top talent. On an annual basis, the companies are assessed to find their CCEOC standing for the year. And based on the assessment results, a contact center awarded Bronze, Silver, Gold or Platinum level certification.
CCEOC designs and develops employer of choice work cultures, while CCA provides resources, information, education and professional networking opportunities to the contact center community.
The partnership agreement is expected to provide organizations the ability to leverage industry-leading program and expertise. Companies’ officials said that this will improve performance, employee engagement, morale and customer loyalty.
“Partnering with the CCA just made a lot of sense for us,” said Jeff Doran, president at CCEOC, adding that the CCA is a first-class organization with a strong focus on helping contact centers to develop the people/culture side of the business.
“That's what we specialize in,” Doran said. Peggy Libbey, president and CEO at CCA, added that an alignment with CCEOC will enable CCA to promote best practices with respect to the hiring, management and retention of the employees who are a key aspect to a successful contact center operation.
Libbey also said that the certification program fits perfectly with CCA’s other product offerings designed to help contact centers operate more efficiently while maintaining the highest level of customer satisfaction.
Last year, CCEOC announced its Contact Centre Employer of Choice Platinum level 2012 designation for Scotiabank Customer Contact Centres in Calgary, Cornwall, Toronto and Halifax.
Edited by Rich Steeves
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