Contact Center Operations and Technology Consultant; enjoys illuminating contact center statistics enabling customers to make better business decisions.
Ontario, Canada
Joined March 2012
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#CCTC2024 needs to change to #CCTC_2024 (don't want to confuse Canadian Communications and Technology Consultants/Community with Calgary teachers conference; though we wish them well! Our last year's locknote Dave Dame "At some point we all will have a disability..." INCREDIBLE!
#CCTC2023 is a wrap! and we are looking to #CCTC2024. Thought leaders in communications technology (#IoT, #UCaaS, #CCaaS, #UC, #CC, #CX, #EX, et al), # in attendance, great dialogue, no fluff.
ALT #Cheryl Odee Helm, @_the_Helm, @Anywhere365, @Salik Khwaja, @Avaya, @RingCentral, @Mitel, @Genesys,@SCB-Global, @Twilio, @AIZan @Emily Nielsen @Joseph Cheng @Dave Dame for making this event @Jon Arnold for making this event a success!
Pleased to announce we are once again hosting the CCTC (Canadian Communications & Technology Consultants Education and Networking Forum) in Toronto on Sep 7, 2023 Thursday, 9:00 to 5:30. Pre-registration required. Ask me for details...agenda and speakers will be posted soon.
ALT Henry Dortmans, Consultant/Moderator and Jon Arnold, Analyst/Key Note speaker, taken at the CCTC conference last Oct 6, 2022. Looking forward to another great day of speakers and networking for our Sept 7, 2023 event "The Future of Communications Technology and Using it Effectively".
CCTC: Canadian Communications and Technology Consultants are pleased to announce our Spring
Educational and Networking Event
Mark your calendar!
Thursday, May 4, 2023
Hilton Garden Inn, Toronto Airport
Agenda to follow soon.
Your Committee,
Cheryl Odee Helm, Henry Dortmans, &
ALT Scott Murphy, Independent Consultant, with a panel of leading vendors (Twilio, Genesys, Mitel, RingCentral) last Oct 7, 2022; topic Interoperability: "You Can’t be Everything to Everybody"
To my network. I will be off Twitter for a while and deleting all incoming Tweets, as with an Elon Musk takeover, I don't see this platform as a meaningful place for engagement on any work-related topics or other topics at this time. I will miss seeing @DaveMichels tweets.
Cheryl Odee Helm retweeted
Has the term "digital" become meaningless in a #CX context? To be sure, a lack of clarity is problematic, as my colleague @RGareiss writes via @nojitter. She explores the question here: nojitter.com/contact-center-… @Metrigy #customerexperience
Cheryl Odee Helm retweeted
😂 Is a car phone for you? #ThrowbackThursday @JimHarris @jeffkagan #mobile #wireless – at Swampscott, MA
Cheryl Odee Helm retweeted
How to Deploy Contact Center AI Ethically, Responsibly nojitter.com/contact-center-…
Cheryl Odee Helm retweeted
I don't like the tone of this sign! Tell customers what you can do, not what you can't. Write: "If you have a food allergy or dislike certain ingredients, please let us know. We can help you choose baked goods that are tasty and safe for you to eat." Great #CX is never scoldy.
Brad Cleveland demonstrates the KISS principle in Quality Standards message. Worth the quick read and reminder. bradcleveland.com/quality-st…
Two points Brad makes on virtual hold or virtual queuing are spot on:
1) Virtual Queues cannot be the answer to chronic staffing mismatches / under staffing
2) Nobody calls an organization now because they want to talk later. Use virtual queues sparingly
icmi.com/resources/2021/pros…
Cheryl Odee Helm retweeted
Meta. A world where we are all younger and thinner. What's not to like? Other than:
- It doesn't really exist
- It's by Facebook
- It's a distraction
- I am young and thin
Nov 2021 is just around the corner... I can hardly wait to attend the annual SCTC conference. Check out the amazing agenda of speakers and activities. Thank you @RoberLeeHarris and SCTC Annual conf team for your hard work!!
sctc.memberclicks.net/2021-a…
Thank you Marie Gilchrist for making this point so succinctly!
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Cheryl Odee Helm retweeted
When a company publishes content like this, it proves it hates its customers. "Let's write our #Terms in lightweight white font on a lemon-lime background infused with bursts of light that move within the text when the reader scrolls. Let's make it UNREADABLE."
#PlainLanguage
Join in at @EnterpriseConnect2021 to see this amazing group of @SCTCconsultants speak! You don't want to miss it...
Cheryl Odee Helm retweeted
Opinion: I felt abandoned by Canada when I was held captive. I can’t imagine how the Michaels must feel - The Globe and Mail theglobeandmail.com/opinion/…
Cheryl Odee Helm retweeted
Don't forget to join us this Wednesday, August 11th for the SCTC Weekly Fireside Chat!
Register here: us02web.zoom.us/meeting/regi…
