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Upcoming Events

Join us and other members as we share with and learn from each other on topics of interest!

Joint Event Webinar:   "Where Do Contact Centres Go From Here?"

GTACC has banded together with Contact Center Pipeline, and 7 other regional contact centre associations from across the United States and Canada to bring you a webinar you'll not want to miss on Wed., June 17, from 1:30pm-2:45pm ADT

"Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?"  - Tim Montgomery

About our presenter, Tim Montgomery:
Tim is a regular featured presenter at the contact centre industry’s largest conferences. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact centre professionals. He has a firm grasp of real-world contact centre solutions and nearly 20 years of hands-on operational and consulting experience. Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact centre topics.

This presentation is based on a recently published article in Contact Center Pipeline which you can read here: 
Tim Montgomery Where contact centers go from here.pdf 

Register at: 

Archived Events

Notes and/or presentations from past events.

Micah Peterson
VP Product Development, ProcedureFlow

Frustrated with your knowledge base? Unsure of how to keep your knowledge base healthy and unlock the many benefits it has for agents and customers? You are not alone!  Many contact centres (dare I say) “hate” their knowledge base.

However, studies show that a healthy knowledge base can drive huge benefits for your business:

- Improve time to resolution time by 50%
- Improve FCR by 30%
- Improve time to proficiency by 70%
- Increase self-service by 50%

These numbers are hard to ignore.  Join Micah Peterson as he talks through the basics of a well-run knowledge management program using principles from the well established Knowledge Centred Services methodology.

Having a knowledge base is just the beginning, how you manage your knowledge is what will ultimately improve the customer experience!

Do you have a topic you want us to feature?

Send any suggestions to us!  We'd love to hear from you.


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