New Brunswick Contact Centre Association News - Since 1998 February 25, 2013 Edition

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1 New Brunswick Contact Centre Association News - Since 1998 February 25, 2013 Edition TD Insurance Saint John United Way Campaign a major success Awards of Excellence Gala announces their Master of Ceremonies Awards and Recognition - Delta GRS Wins Major Award in Fredericton TD Insurance Saint John creating Christmas Magic Bullying Stops Here Join the Contact Centre Community & Wear Pink Contact Atlantic announces first speaker for 2013 event Flashback Tips and Tricks from Contact Atlantic Delegates Primus Telecommunications Edmundston Centre Giving Back to the Community Message from ContactNB President Calendar of events

2 New Brunswick Contact Centre Association News TD contributes over $44,000 for United Way Saint John, NB TD Way To Go - TD Insurance Saint John, for raising $44, through payroll deductions and in house fundraising campaigns.

3 ContactNB Awards of Excellence Gala announces their Master of Ceremonies Tyler Hayden June 13, 2013 Fredericton New Brunswick Delta Hotel Plus a BONUS afternoon training session with Tyler Hayden Team Avatar & Leaders Pack- Building Online and Onsite teams Free with your Gala Ticket Just another Value Add of being a ContactNB member. For more Information: ContactNB Awards of Excellence Gala

4 Awards and Recognition Delta GRS wins Fredericton Chamber Award This past October the Delta Fredericton GRS was the proud winner of the Fredericton Chamber of Commerce Award winning the Large Business Category (the other finalists were with PQA Testing and the University of New Brunswick). Pictured above are Perry Kendall, Rhonda LePage, Natalie Gay, & Joel Roy. Congratulations to Perry and the Delta Team!

5 Creating Christmas Magic New Brunswick Contact Centre Association News Great work by the TD Insurance Toy & Food Drive committee during the 2012 Christmas Season. The TD Insurance staff graciously donated hundreds of toys, with an overall approximate value of $9000 to the Saint John Fire Department. Pictures do not give it justice or capture the emotions everyone felt that day!

6 Creating Christmas Magic

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8 Primus During last years Pink Shirt Day Join the Primus Telecommunications Edmundston Centre this year and Wear pink Wednesday February 27, 2013 and make a statement that each of us can make a difference regarding anti-bullying efforts. (We hope to place your centre picture here next year) Print poster on previous page and post in your Centre today.

9 Contact Atlantic Announces First Speaker for November 6 & 7 Conference Moncton, NB Afshan Bye Employee Engagement Workshop The committee has been talking to Afshan for three years trying to find an open date to get her to the event and we are so thrilled that she will be coming to Moncton. Currently Afshan works in partnership with Bruce Simpson and Winston Siegel at SwitchGear Consulting. SwitchGear focuses on Sales and Service Operations with a niche in Contact Centres. Offerings include change management through leadership and coaching program, revenue generation, improving customer loyalty and service, and un-complicating operations. We know that the front-line is the only place that drives revenue so that s where we focus our clients to build productive, results-oriented organizations. Former positions include SVP of Sales and Service at ING DIRECT Canada where she was responsible for two service centers, one in Toronto and one in Ottawa and all retail outlets. Past positions include President, of eos Consulting Services and a number of key management positions including Vice-President of Customer Service for Sprint Canada. Her experience in managing full service centers is comprehensive and diversified, managing all aspects of a full service center including inbound telephone sales, field sales support, outbound loyalty and telemarketing campaigns, customer service, technical support and ancillary areas that support customer service. Other notable accomplishments include author of 2nd edition of Call Centre for Dummies, serving on the Board for Contact Centre Canada and being a regular contributor to Contact Management Magazine. Do not miss out on the opportunity Network and learn from one of the Industries leading experts. For more information on Contact Atlantic 2013

10 Best Practice Ideas From Contact Atlantic Delegates At Contact Atlantic 2012 we asked Delegates to submit some of their Best Practice ideas so that we could share with you each week. Submitted by: Shawna Leblanc TD Insurance Saint John Get to Know your Employees Get to know your employees, if you show interest in them they will show interest in you and your company. Do you have a best practice or a tip or trick you wish to share for a future newsletter? Please info@contactnb.ca and we would love to include it.

11 Contact Atlantic 2012 Flashback Bronze sponsor Jason Merry from Avaya and Peggy Killaire from Bell Aliant enjoying the great entertainment at the Saint John event Contact Atlantic 2013 Moncton NB November 6 & 7 Silver Sponsor

12 Primus Telecommunications Edmundston Centre Giving Back to the Community At Primus Canada in Edmundston, giving back to the community and to their employees is something that is part of who and what they are. Last year (2012) was no exception. They had a year filled with fundraising activities for their employees in need and for various organization within the community. An estimated total of $10,813 was raised for various events. REFUGE MADAWASKA SHELTER (December): With our casual Friday s, the employees vote for two organizations who will receive the proceeds from our fundraising. This year Espoir d Enfants (for sick children) and Refuge Madawaska Shelter (for animals), were the two organization chosen and received $525 each. In the photo, we can see the President of Refuge Madawaska with Dusty the puppy, accepting the donation. We also had a Jug filled with pennies for our Pennies for Paws fundraising. A total of $1,050 given through our Casual Fridays! MARKET PLACE (December) is a fun event that we organize.. We have talented employees and once a year we turn our main entrance into a Holiday Market Place. Our talented employees sell their beautiful crafts that they make. Employees shop and the community is invited to come check out the great gift ideas they have. It s a very festive day in the Centre!

13 Edmundston Centre Giving Back to the Community In December 2012, there is one week where the Primus Edmundston employees could wear their jeans if they brought in a non-perishable item. Every year this event is a success!!! Thank you to Denis and his Team for helping those in need! TREE OF HOPE (Photo left -Sept to Nov 2012): To raise money for the cause, we held a Silent Auction, Casual Month and our main event was The D Hair. An employee offered to have her hair shaved if the objective of $800 was raised for this event only. It was not only raised but it was exceeded. The event was held via video conference and the hairdresser was her husband. She was really brave in doing this to help us raise money and reach our objective. And having our sister Contact Centre participate in the event showed that TEAMWORK WORKS! This year for the Tree of Hope a total of $2,500 was raised.

14 Message from ContactNB President Thanks for taking the time to check out our second newsletter of February. I read some great statistics on Moncton last week... Rob Campbell Since the early 1990s : 25,000 new jobs have been created in Moncton which is 40% of all new jobs that were created in the province. Yet Moncton only represents 17 percent of the total population of New Brunswick. The Contact Centre Sector represents over 8,000 of these jobs directly. That does not count the indirect jobs created by the contact sector. With over 8,000 workers payroll being pumped into the local economy and these workers spending in retail, food and beverage, new home sales, car sales not to mention the money centres spend locally on leases, technology, office supplies it is very evident the impact contact centres have had on Moncton. Moncton was the 10th fastest growing metro area in Canada in 1996, today it is the 5th fastest growing metro area in Canada (faster than any other Canadian city east of Saskatoon) Imagine where Moncton would be without our industry. When you drive around Moncton, take some pride in our Sector and what we have accomplished. Once again in this newsletter we see the generosity of our Centres shining through. TD Insurance and Primus Edmundston are just Stellar examples of Community Involvement and making a difference for the people of New Brunswick. Having personally spoken to several of the TD staff I can tell you they were very emotional and humbled by the experience of the Food and Toy Campaign they held and how much it touched them personally making a difference for these children and their families at Christmas. Thank you TD Insurance and Primus Telecommunications. Bullying is an important issue for not only our youth, but in our workplaces as well. We recognize the importance of raising awareness against bullying and last year we brought in McInnes Cooper to speak on the subject. This Wednesday February 27, 2013 we are calling on all of our ContactNB Centres to wear Pink in an effort to create awareness about anti-bullying efforts. I Hope we get sent a lot of great pictures showing a sea of pink from your centres. I look forward to hearing from you about what is happening at your centres: info@contactnb.ca Thanks again, Rob

15 Calendar of Events June 13, 2013 Awards Gala of Excellence Fredericton, New Brunswick November 6 & Contact Atlantic 2013 Moncton, New Brunswick