Canadian Call Management Association
UPCOMING EVENT
Virtual COACH U - November 6-7, 2025
COACH U Virtual November 6 & 7, 2025
12pm - 3pm ET
Highlights:
Opening Keynote: Christine Miller
“Beyond the Call: The Hidden Impact of Everyday Work”
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Main idea: Your role matters, even if it doesn’t feel like it’s visible
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As answering professionals, you are the first touchpoint. You aren’t just transferring calls, you are transmitting calm and clarity
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What is a moment - even a small one - where you felt like your work made a difference?
“What is a leader” With Jen Ferby
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What makes a successful leader
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6 leadership Styles
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Understanding the Why
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Manager VS Leader
"Bridging the Gap" With Gloria Tonne
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Navigating the shift to leading your former peers with confidence
“Positive and effective Coaching in a remote environment” With Leslie Coutinho
“Let's Get Motivated!” How to motivate yourself and how to motivate others
With Nadine Sans-Cartier
Striving For Excellence AGENT TRAINING
Includes: New CSR Certification!
Postponed - Details to follow
Member First Delegate: $399.00 Additional delegates: $349.00
Non Member First Delegate: $499.00 Additional Delegates $449.00
CSR Certification
This is what you have been waiting for!
The CSR Exam is comprised of 23 multiple choice questions testing soft skills and best practices found in the AOE Scoring Criteria.
Using Case Studies, the second part of the exam will test:
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· Critical thinking
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· Dealing with difficult calls
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· Call control
Participants at the Striving For Excellence Seminar will be privy to ‘In Person’ training as a study guide. Don’t miss this opportunity for live interactive one on one training.
· Future CSR certification will include a Study Guide document.
Boost Your Customer Experience with Agent Soft Skills Training and Certification!
🌟 Empower Your Agents for Success! 🌟
In the fast-paced world of customer service, soft skills are essential. Elevate your team’s performance and build stronger client connections with our specialized Striving for Excellence Agent Soft Skills Training and Certification program. This training hones the skills that make a difference: empathy, active listening, clear communication, problem-solving, and professionalism under pressure.
Key Benefits:
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Enhanced Customer Satisfaction: Trained agents can turn a call into a positive experience.
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Increased Efficiency: Mastering soft skills leads to quicker, more effective interactions.
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Professional Growth: Certification adds value to agent resumes and boosts confidence.
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Elevated Brand Reputation: Happy customers come back, and well-handled calls make an impact.
Who Should Attend?
Agents looking to grow their skills, and anyone in customer service aiming to advance their career.
Why Wait?
Invest in your team’s potential today and see the results in customer loyalty and satisfaction. Enroll now and get your agents certified!
Let’s make customer service unforgettable! 🏆