16 Hacks to Help You Better Manage Your Contact Center
Empowering contact center excellence for 30 years!

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



To register, fill out
all required fields.

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.


Jenny Dempsey

Visitor Success Manager, DMV.org

With over a decade of customer service experience under her belt, Jenny Dempsey is the Visitor Support Manager with DMV.org in San Diego, CA. She also is the co-founder and writer for the customer service focused blog, Communicate Better (www.communicatebetterblog.com). Jenny enjoys singing and playing guitar, reading, traveling—and most of all, giggling.

Nate Brown

Nate Brown

Manager of Customer Support, Underwriter's Labratories

Nate Brown has had an outstanding day when he is able to help customers.  He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work.  Nate is an HDI certified Support Center Manager, VP of Communication for the HDI Music City Chapter, and a well-known speaker in both the ICMI and HDI communities.  He is also the founder and primary author for the customer service and leadership blog CustomerCentricSupport.com. Opinions are his own.

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:

Neal Topf

President, Callzilla

Neal Topf is the President and Co-Founder of Callzilla, a customer-experience focused contact center. Neal leads Callzilla’s operations and sales and marketing efforts as Callzilla has evolved into a quality and training-first, full service, onmi-channel solutions provider that helps US companies acquire and care for their English and Spanish speaking customers. Neal has lived, worked, and studied in multiple countries and diverse cultural environments and hopes to bring that wealth of experience, languages, and cultures to the Callzilla service portfolio. Neal resides in south Florida with his beautiful wife and almost 3 year old son which are his true passions.

Jeremy Watkin, FCR

Jeremy Watkin

Head of Quality, FCR

Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional.  He is also the co-founder and regular contributor on Communicate Better Blog.  Jeremy has been recognized many times for his thought leadership.  Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

ICMI/UBM Privacy Statement

Topics: People Management, Customer Experience, Culture & Morale, All About Agents

Complete this short form to register.