News & Events

You are Invited to BC CCA’s

Next Breakfast Meeting Event!

Date:  Thursday April 1st, 2010

Time:  7:00 to 9:00 am

Location:

            The Executive Inn

  4201 Lougheed Hwy

   Burnaby, BC  V5C 3Y6

Cost:    Members - $45.00 + GST

              Non-Members - $55.00 + GST

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Is your organization experiencing significant change? Would you like to learn from other member organizations how an effective strategy can facilitate the process and minimize associated stress?

 If so, you will definitely want to attend this presentation!

This presentation will appeal to Contact Centre leaders, HR professionals, Customer Service leaders, and anyone who is interested in managing change for maximum benefit.

John Buda, General Manager Human Resources for the BC SPCA

John is a career Human Resources practitioner. He is the General Manager, Human Resources for the BC SPCA. The BC SPCA is a ‘not for profit’ organization with 40 sites across province. John has also managed other transitions in his past, including perspectives on relations with unions, the need to see employees as Human Capital, and the necessity to focus on customer service. In addition to his Human Resources activities, John was the Vice President of the Board for the British Columbia Wildlife Park in Kamloops. John played a focal role in the implementation of a number of strategies that resulted in the transformation of the park to a major regional tourist attraction.

Ian Davis, former Site Director, eBay Customer Support

A BC CCA Board Member since 2004, Ian possesses 20+ years experience in leading and building contact centre organizations in the business-to-consumer and business-to-business segments in North America, Europe, and the Caribbean. In his most recent role as Site Director for the Burnaby location at eBay, Ian was responsible for not only expansion of the local operation but also the subsequent shutdown of the operation that until 2009 employed over 800 contact centre employees.

Learn from Ian how such a significant initiative as the full closure and site decommissioning of eBay’s 800+ people contact centre was successfully managed, putting their people first while ensuring the sites’ performance was maintained.

Linda Edwards, Manager, Customer Contact Centre & Web, BC Automobile Association

With more than 10 years experience as a leader in the contact centre industry, Linda joined the team at BCAA in 2009 to begin a new journey in bringing customer excellence to the forefront. The challenge of managing the change was a priority for Linda as she began her new career with the Automobile Association.  Her role as Contact Centre Manager was to bring about heightened leadership, a coaching culture, and implement best practices with Customer Experience.  Along the way, she encountered various challenges (as we all do) in implementing change. So ... how does she deal with it?  Find out more on April 1st!