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16 Hacks to Help You Better Manage Your Contact Center



Date: Available On-Demand

Time: Watch It Now

Speakers:

Jenny Dempsey , Nate Brown , Sean Hawkins , Neal Topf , Jeremy Watkin


Moderators: Erica Marois

Sponsor:
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Join industry experts Jenny Dempsey, Nate Brown, Sean Hawkins, Neal Topf and Jeremy Watkin as they discuss leadership that improves the agent and customer experience.


Eleanor Roosevelt once said, "To handle yourself, use your head; to handle others, use your heart." One of the biggest challenges of leadership is balancing the two—especially in a numbers-driven contact center environment. How do you build trust with your team, exhibit empathy, and relate on a personal level, all while continuing to command respect, drive results, and hit metrics goals?

Whether you struggle with adherence, attendance policies, or a general lack of agent motivation, we have a few tips to help! Join us as four contact center leaders share their best advice for leading authentically and improving both the agent and customer experience.

Attend this webinar to learn:

  1. More powerful ways to structure meetings and employee one-on-ones
  2. Tricks for better communication
  3. Unique activities that will inspire and motivate your team
  4. Hacks you can implement immediately to drive better results in your contact center

Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.

Speakers
Jenny Dempsey Wellness

Jenny Dempsey

Social Media and Customer Experience Manager, NumberBarn

Jenny Dempsey is the Social Media and Customer Experience Manager for NumberBarn.com. With over a decade of customer service experience under her belt, she's the co-founder of CustomerServiceLife.com. As a certified health coach and the founder of Jenny Dempsey Wellness, she also provides corporate wellness in the workplace workshops for teams. She is the mother to a toothless rescue cat named Chompers and lives in sunny Carlsbad, California.

Nate Brown

Nate Brown

,

Nate Brown loves two things very much...customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others.

 

As a Customer Experience executive and consultant, Nate has built up contact centers from scratch, anchored complex CX functions, and helped to foster exceptional employee-customer connections in dozens of organizations. He's worked in a variety of industries including gaming, SaaS, technology, retail and healthcare for brands such as CHEP, WB Games, UL, and Sunbasket. Nate serves as the Head of Education and Enablement for Metric Sherpa.

 

Shortly after authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry, and a top global CX thought leader by ICMI, CX Network, Exceeders, Netomi, and MartechVibe to name a few. Nate was voted "most impactful influencer in the CX landscape for 2023" by Kustomer. He has been widely recognized for a unique ability to infuse energy and excitement into the work of CX for employees at all levels of the organization. When not "CX'ing, Brown is a competitive disc golfer, certified pickleball instructor, husband and 2X girl dad.

Sean Hawkins

Manager of Support and Product, Framework Homeownership

Currently the Manager of Support and Product at Framework Homeownership, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries and environments including sales, BPO, and SaaS to name a few. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Follow Sean:
@SeanBHawkins
@CallCntrWeekly

Neal Topf

President, Callzilla

Neal Topf is the President and Co-Founder of Callzilla. He leads Callzilla’s near-shore contact center operations and sets Callzilla’s mission and vision. In addition to live agent services, Neal dedicates significant energy and focus towards understanding the convergence of human assisted contact management with automation and artificial intelligence. Winning ICMI’s Best Outsourced Provider was one of Neal’s greatest professional achievements. In his personal time, Neal is a life-long suffering Washington Redskins football fan, wondering if they’ll ever make it back to the Super Bowl. Neal resides in South Florida with the pride and joy of his family, his 7-year-old son.

Jeremy Watkin

Jeremy Watkin

Product Marketing Manager, 8X8

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high-performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics, including quality management, outsourcing, customer experience, contact center technology, and more. When not working, you can typically find him spending quality time with his wife, Alicia, and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Moderators
Erica Marois, Sr. Manager, Content and Community, ICMI

Erica Marois

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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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