ICMI Speaker Spotlight: How to Inject Positivity in Your Contact Center
Empowering contact center excellence for 30 years!

ICMI Speaker Spotlight: How to Inject Positivity in Your Contact Center

In an era of great expectations and remarkable change, modern contact center leaders must find a way to satisfy their customers. Satisfied customers require satisfied and engaged employees, but in the stressful contact center environment, that can be easier said than done. Positive thinking is an essential ingredient to positive customer experiences, and Dianne Durkin has advice for fostering a positive culture in the contact center.

During her session at Contact Center Demo and Conference, Dianne will share her advice for empowering employees to think constructively about their fellow employees and the organization as a whole. Want to know the secrets? Register now to join us in Dallas. Attending ICMI’s Contact Center Demo & Conference will empower you with the knowledge, tools, and resources to achieve and exceed the expectations of today’s contact center.

Ready for a sneak peek? Check out this interview with Dianne Durkin for quick tips on fostering trust, injecting positivity in your everyday live, and making the most of your experience at Contact Center Demo and Conference.

ICMI's Contact Center Demo & Conference

ICMI: What are some barriers to building trust in the workplace?

Dianne Durkin: Here are two of the biggest--

1.       Not being totally honest with people – sometimes this includes just being nice so as not to offend the person. People can see right through this, and it violates their trust.

2.       Not admitting when you are wrong – this will cause people to question your future actions/decisions.

ICMI: What’s one thing a manager can do today to improve morale in their office?

Dianne Durkin: A smile is huge, and greeting your people in the morning can be quite a morale boost.  Most importantly--and I think most powerful-- be sure to acknowledge your team’s accomplishments, big or small.

ICMI: How do you inject positivity in your everyday life?

Dianne Durkin: I read inspirational quotes, and have developed my own positive aspiration list.  I read it daily.

ICMI: What’s on your reading list right now?

Dianne Durkin: I always stay current with Forbes and Fortune from cover to cover, plus the latest management books.  Three I am reading right now are:

  • The Invisible Force by Dr. Wayne Dyer
  • Everyone Matters by Bob Chapman and Raj Sisodia
  • The Art of People by Dave Kerpen

ICMI: Besides your own, which sessions/activities are you most looking forward to attending at Contact Center Demo and Conference?

Dianne Durkin: I always love the site tours!  They are so inspiring and educational.  I’m also looking forward to the case study session on Enabling Agent Personalities to create the ultimate customer experience.  It is something I very much believe in.

ICMI: What’s one piece of advice you have for any first time ICMI event attendees?

Dianne Durkin: Do everything you can – industry breakfasts, sessions, tours, workshops and evening activities.  Do not play at all (save for the evening activities).  The information at these conferences is invaluable and interactive.  Share what you learn with everyone you can!

About Dianne Durkin

Dianne Durkin, President and CEO of Loyalty Factor, is a nationally known keynote speaker and author of The Loyalty Factor: Building Employee, Customer and Brand Loyalty, and The Power of Magnetic Leadership: It's Time to Get R.E.A.L. Dianne has presented keynotes and breakout sessions for organizations including National Association of Background Screeners, Granite State HR, Society for Human Resource Management, American Society for Healthcare Human Resources Administration, SOCAP International and many more. With more than 25 years of experience in training and development, finance, direct sales and international marketing, many describe Dianne as a visionary thinker with a rare combination of creativity and a strong business sense who takes abstract ideas and turns them into reality. Durkin has been featured in the New York Times, Wall Street Journal, Fortune, USA Today, Investor's Business Daily, the Boston Globe, among numerous other publications. She was also the subject of a cover story in Learning and Training Magazine and she appeared on National Public Radio and Bloomberg Television and Radio. Her writing has appeared in Master Salesmanship, Potentials, New Hampshire Business Review, and other business publications.

Topics: People Management, Learning & Development, Culture & Morale


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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