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Boost Your Culture

Choose a Conference Track:

Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.

Session 101

Knowledge Sharing: A Collaborative Method for Building Engagement

Tuesday | 11:30 AM – 12:30 PM
South Pacific J
Todd Hixson

In today's world of remote, globally dispersed, or highly specialized teams, it can be challenging to keep employees engaged and invested in actively contributing their thoughts, ideas, and concerns. These challenges can be overcome with the aid of the SEEK platform: share, educate, engage, and know. This session outlines how knowledge-sharing activities, such as podcasts, focus groups, e-feedback submission, and social media, can drive team spirit and engagement. Attendees will create individual takeaway plans to utilize in their own organizations.

Session 201

Next Wave of Organizational Culture – 3 Perspectives

Tuesday | 1:45 PM – 2:45 PM
South Pacific J
Bob Furniss, Nate Brown, Debi Mongan


Life in the contact center is stressful. Long days, tough customers, and a lack of purpose lead to burnout and poor customer experiences. That's why we want to equip you with the tools you need to resync! If you're looking for ways to rethink your approach to leadership, employee wellness, or team engagement, then you don't want to miss this powerful 3-talk ignite session. Attendees will hear personal advice from three industry leaders and leave with practical strategies to drive personal and professional success

#1Work/Life Balance: Developing Healthy Leadership Habits

#2Cultivating Agent Mindfulness: Developing Healthy Leadership Habits

#3 How to Harness the Power of a Customer Service Vision

Session 301

Work at Home: Best Practices for Performance Support, Training, and Engagement

Tuesday | 3:00 PM – 4:00 PM
South Pacific J
Michele Rowan

Supporting our work-at-home reps requires different tools, technologies, and skills sets than are required to support our leaders. Training transitions from the physical classroom to online, and running great virtual meetings is a must-have. Join this session to understand just what others are doing to leverage performance and engagement, and look at the best-in-class technologies that make it all go.

Session 401

How to Define Your Culture with a Powerful Vision Statement

Tuesday | 4:15 PM – 5:15 PM
South Pacific J
Jeff Toister

Imagine a culture so powerful that agents are absolutely obsessed with customer service. The organizations able to achieve this all have one thing in common: a customer service vision—a clear purpose statement that galvanizes agents, gives leaders clarity, and gets everyone on the same page. Leave this session with practical tools, real-life examples, and a clear plan for writing a unique customer service vision statement that your agents will love and understand.

Session 501

Moving Employees From Compliant To Committed

Wednesday | 1:45 PM – 2:45 PM
South Pacific J
Randi Busse

Does the expression "You can't get good help these days" come to mind when you think about your own employees? Do you worry about what they do and say when you're not around? If so, attend this session to learn how to help employees understand what great service looks like and connect the dots between their behaviors and the success of the business.

Session 601

Maximizing Contact Center Talent

Wednesday | 3:00 PM – 4:00 PM
South Pacific J
Amber Krueger

Employee engagement and succession planning are key challenges in most contact centers. In this session, attendees will learn about US Bancorp Fund Services' journey as they implemented their leadership program. They'll share the lessons learned and challenges faced during their implementation, and attendees will leave the session with ideas for a contact center succession planning process, best practices for implementing a leadership program, and advice for what to do when an internal candidate isn't a good fit for a leadership position.

"I learned so much at this conference and have already begun to implement positive changes... I have at least 15 new things I'm going to work on step by step to create a renewed call center."

Danielle Snowden, Member Benefits Team Leader, Alliant Credit Union


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.