Devoted to the call center industry, the agents on the phones, and their managers

Whew! It’s been a while since I posted and I owe a lot to all of you readers out there.  If you’re a call center veteran, you know how it is like at work.  I thought it was really hectic before, but I’ve never been so overwhelmed until a few months ago.  I imagined it to be a busy year and it has been.  It isn’t going to be any easier but definitely exciting.  Sometimes, the load and pace is like a drug.

So, just to give you a snapshot of what my work life has been in the past few months, here are some events that transpired over the last few months.

Call Center Training Convention
I was invited to be one of the speakers in the recent Call Center Training Convention here in Manila.  It was spearheaded by Teledevelopment, a training and consulting company that services the biggest outsourcers in the USA.

It was the first of its kind in the Philippines and the turn out was very good.  I had an audience that represented different cities in the country.  It was a first for me and was glad that I was part of a milestone.

A Merger
Our company has just officially merged with another outsourcer.  It’s been an emotional roller coaster for the executive team and our colleagues.  Anxiety, confusion, resistance, uncertainty and relief are some of the feelings we all felt when people “from the other side” started to introduce themselves.

Like any merger, change was inevitable.  I’ve always believed change is good, which is why I prepared for it by purchasing a “Who Moved My Cheese” calendar to keep me from slipping through the cracks.  It helped and right now, I’m at the third stage.  I am fortunate to be still part of the executive team, being head of the Learning organization as their director in the country.

After Call Magazine
Yet another call center lifestyle magazine is set to launch their maiden issue by June.  I’ve been invited to write for After Call and have accepted their offer.  An online version is also available and they’ve re-posted my earlier posts from Call Center Blurbs, which was my first attempt on getting my thoughts out there regarding the industry.

That’s my update for now.  Expect more thoughts and stories for me to share in the next few weeks!