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-Our Next Event April 8, 2010:

Dealing With Disgruntled Employees

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It all started innocently enough. Angie Agent was having problems on the job (tardiness, excessive absences, performance, personality issues, etc.). You, the conscientious Supervisor and fair-minded person, gave the employee a warning. Things did not improve. Angie actually developed an "attitude," and the conduct continued. Another warning. Nothing. Tired of the problems, you terminated Angie. You conducted the termination exactly as counsel advised and diligently documented everything...Sound familiar? 

Our speaker this month will share techniques for effectively dealing with angry or dissatisfied employees learned from his experience as a practicing attorney representing employers. Join us April 8th

  • Learn proactive steps to address performance issues
  • Understand dos and don'ts of documentation
  • Know what to do when seperation is necessary
  • Get the latest HR legal updates

April 8, 2010

11:30AM-1:00PM

$30 Members / $35 Non-members

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Speaker Info:

Adam Bolond, is a Labor Attorney with Ogletree, Deaking, Nash, Smoak & Stewart, PA in San Antonio.

He practices in a variety of areas of Labor and Employment Law including employment discrimination, wage and hour, workers compensation and wrongful discharge law. Mr. Boland has represented employers in numerous employment discrimination matters including sexual and racial discrimination and harassment, ADEA and FMLA claims in Texas and Texas federal jurisdictions.   He has also represented clients during investigations by administrative agencies including the Equal Employment Opportunity Commission and the Texas Workforce Commission-Civil Rights Division.  He received his J.D from St Mary's University Law School where he graduated cum laude.

 


Contact Center Compensation Trends

click this link to view the survey >>>more


INDUSTRY ARTICLES

 

bullet_orange.pngSales and Analytics Driving Contact Center Compensation
The ever-increasing complexity of the contact center environment is spawning a demand for more specific skill sets for management.  Executives with analytical skills and the ability to optimize overall performance based on contact center metrics will command top salaries in upcoming years >>>more

 

bullet_orange.pngSouthwest Airlines and Case-Mate on Leveraging Social Media to Gather Customer Feedback

Navigating the social Web is one of the most powerful ways for your brand to act as a listening board. At this year’s 2009 Customer Feedback Week conference, Steve Latham, founder of marketing agency Spur Interactive, gathered the crème de la crème of social media brand strategy to talk about best practices in leveraging social media to capture customer feedback. The panel included Paula Berg, Manager of Emerging Media for Southwest Airlines  >>>more

 

bullet_orange.pngDownload Tim Montgomery's Latest article on Customer Loyalty

 

bullet_orange.pngWatch That Tone Of Voice

Your Mom was right. It's not what you say, but how you say it. Several times while I was out shopping recently, I've been told things that frankly, weren't that bad, but the tone of voice was so wrong. I walked away not wanting to do business with that company anymore. It reminded me of that game we played a long time ago. You take one sentence and emphasize each word one at a time every time you say the sentence. Something like this:

  • I love my job.
  • I love my job.
  • I love my job.
  • I love my job. >>more

bullet_orange.pngAre You Coaching, Mentoring Or Training Your Employees? Distinctions New Managers Need to Know

In all my years training managers how to coach their staff, common misconceptions always arise regarding what we actually mean by coaching in a business setting.

If you are planning to improve your coaching skills with your employees to help develop their potential, here’s what you need to know first.

Mentoring is not Coaching although there are many similarities.

Like Coaching, Mentoring can be formal or informal. Like Coaching, it’s a positive relationship, often between a more experienced person and a less experienced person. Like Coaching, Mentoring is also done with respect and wisdom and is valued by the other person.

>>more

bullet_orange.png5 Biggest Challenges To Working At Home

Working at home is no piece of cake. Most people understand that, but they do not really get why it can be so challenging. Outlined here are the five biggest challenges to working at home. These challenges will not stop a person from working at home but can cause a lot of problems and ruin any chance for making it in the work at home environment. >>more

 

bullet_orange.pngHow to Give Balanced Employee Assessments

Employee assessments can be a necessary evil of working in a management position. No one enjoys having to analyze and criticize another individual’s performance or decisions, especially when the results may be unfavorable. The key to making assessments a positive experience for everyone involved is to keep them fair and balanced.

By opening up the floor to your employee to provide their feedback, both your employee and your company stand to benefit from assessments. >> more

 

-MEMBERSHIP INFORMATION

Your membership helps ACCA continue to produce meaningful education and networking opportunities for contact centers in the central Texas area. We are an all volunteer organization and we depend on our members to keep ACCA thriving.

ACCA is a 501c6 non-profit organization geared towards fostering the solutions that meet the needs of the central Texas contact center industry through networking, professional development and community leadership. 


If you are unable to successfully complete any of the website functions, please notify info@austincontactcenter.org.



UPCOMING EVENTS

April 8 11:30AM-1:00PM         Dealing With Disgruntled Employees - Adam Boland Atty

May 13 11:30AM-1:00PM      Building Your Talent Pools Through Skill Based Mentoring - Pat Schnee, UT Austin

June 6:00-9:00PM ACCA Night at the Ball Park

Fall Symposium 2010   September 8 & 9th        >>>Save the Date Flyer

Download slides from last month's event "Making Text Work for Your Company" 

>>>View Industry Calendar


-MEMBERSHIP >>>Download Brochure 

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 210 Barton Springs, Suite 400 Austin, TX  78704     Phone: 512.322.5648     Fax: 512.478.8819     Main Email: info@austincontactcenter.org