Choose between seven difference classes during each session time, covering four major subject areas. Select your topic area of interest below to begin customizing your educational experience!

The Power of People

If you’re responsible for managing people in the contact center, this is where you’ll find the ideas and resources you need to improve. We’ll tackle the tough issues of retention, stress, and attendance, give you insights on coaching and selling, and set your supervisors up for success.

Session 101: Which Management Skill Matters Most? TRUST!

From directors to first-line supervisors, building trust is the magic potion for improving productivity, engagement, and keeping your best workers. But trust is excluded from the typical supervisory skills menu. For example, giving monitoring feedback is just one way supervisors build or break trust. Any supervisor can read the form but which ones can motivate agents to try harder? This interactive session will explore five ways managers break trust and eight ways to identify a non-trusted supervisor. Attendees will then learn to design and conduct a trust training program and participate in key segments of the program. You’ll leave with the information you need to create a comprehensive trust training program that will become one of your most important training tools.

Richard Finnegan

Finnegan Mackenzie The Retention Firm
President

Dick Finnegan is the President and Founder of Finnegan Mackenzie, The Retention Firm, and is located in Orlando, Florida. Dick is an expert on employee retention with extensive experience in the call center industry, and serves on the Board of Advisors of Call Center Magazine. Prior to founding Finnegan Mackenzie, Dick co-founded TalentKeepers, a global employee retention organization that focuses on helping organizations keep their best talent. Previously he served as a senior executive with SunTrust Banks, the nation’s 7th largest banking firm. Dick has over 25 years experience working with clients across 6 continents on employee retention solutions. These clients have included Sprint, Hilton, The Hartford, GE, Johnson & Johnson, and the CIA. His book, Rethinking Retention in Good Times and Bad, will be published in 2009 and include many applications for the call center industry. Dick holds bachelors and masters degrees from The Pennsylvania State University. He is a frequent speaker at national conferences including those sponsored by ICMI, The Conference Board, Society of Human Resources Management (SHRM), American Society of Training and Development (ASTD), and the American Bankers Association. His articles have been published in journals including Human Resource Planning, The ABA Banking Journal, and The Economic Review.