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 Strother Marois

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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

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

Director of Operations, PerformTel

Sean Hawkins is a Customer Experience and Contact Center Manager with over 15 years of call center experience. In that time, he’s worked in numerous roles in the public, private and government sectors.

His many years in contact center leadership have provided a solid understanding of the call center environment. Sean has a terrific pulse on incorporating innovation into the contact center. He's implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

His team is a past winner of ICMI’s Global Call Center of the Year award. Sean continues to seek innovative ways to advance the culture and technologies in the contact center. In addition, Sean tweets, writes and speaks about customer service, social media and leadership.

Follow Sean:
@SeanBHawkins
@CallCntrWeekly

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.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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

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