• February 26, 2013

The Contact Center Association and CCEOC Form Partnership

CCEOC and the Contact Center Association have formed a strategic partnership to offer Contact Center Employer of Choice Certification to the U.S. contact center market.

The CCEOC/CCA partnership will help organizations tap into a unique program and expertise to help improve performance, employee engagement, morale, and customer loyalty. The Contact Center Employer of Choice certification program is designed to build positive branding and address the challenges of attracting, retaining, and engaging top talent.

"Partnering with the CCA just made a lot of sense for us." said Jeff Doran, president of CCEOC, in a statement. "The CCA is a first-class organization with a strong focus on helping contact centers develop the people/culture side of the business. That's what we specialize in. We have been working with contact centers for over 10 years to develop and certify employer of choice workplaces. As a result, our clients have seen improvements of up to 80 percent reduction in stress and 50 percent improvement in productivity. When you have a great work environment that inspires employees to perform their best every day, you create a more successful, profitable operation."

"An alignment with CCEOC will enable us to promote best practices with respect to the hiring, management, and retention of the employees who are key to a successful contact center operation," said Peggy Libbey, president and CEO of the CCA, in the statement. "The people are the foundation of the contact center business, which strategically can be the competitive edge of any business. This certification program fits perfectly with our other product offerings designed to help contact centers operate more efficiently while maintaining the highest level of customer satisfaction."

For the Contact Center Employer of Choice program, companies are evaluated yearly to determine their CCEOC standing for that year. A contact center can achieve Bronze, Silver, Gold, or Platinum level certification depending on the assessment results. Contact centers of any size, type, or geographic location can become CCEOC certified. Certified contact centers include FedEx, HILTI North America, Scotiabank, AIR MILES, ING Direct, Roche Diagnostics and Davis + Henderson, to name a few. Once the designation is achieved, the company is profiled on the CCEOC corporate Web site:http://www.ccemployerofchoice.com, receives a framed certificate, and is promoted through targeted print and electronic media.

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