4 Customer Service Success Stories (and What You Can Learn from Them)

Date Aired: October 5, 2017
Time: 1:00 PM Eastern Time
Presenters: Brian Leeson , Claudia Hawkins , Evan Watson , Michelle Williams
Moderators: Erica Marois

Watch the webinar video below.

4 companies share their customer service success stories.

Ready to be inspired? Join us for this unique Customer Service Week webinar with four award-winning contact centers. This presentation will celebrate the achievements of our industry while arming you with a few tips and tricks to try in your center.

Whether social media is your top challenge or you’re looking for innovative ways to train agents, this webinar is for you!

Attend this webinar to learn:

  • How Alberta Pensions Services made significant changes to make life easier for agents and customers
  • How the Dorel Juvenile customer care team is using social media in creative ways
  • How to leverage improv techniques to better train contact center agents
  • How the Whirlpool contact center drives strategic value for their business

Join us for this interactive hour, complete with live audience Q&A. Invite your team members and make it a lunch-and-learn!

Reserve your seat!

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Brian Leeson
Manager, Member Services, Alberta Pension Services

Brian Leeson is the manager of Member Services for Alberta Pensions Services (APS) in Edmonton, Alberta. With a focus on innovation, collaboration, and leveraging best practices, Brian’s experience working in contact centers for Dell Technologies and Alberta Health Services has helped shape the strategy that led to the APS’s successes during a major organizational transformation: Next Generation. Brian is a proud contact center leader, and he attributes the success he’s had to the teams he’s worked with.

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Claudia Hawkins
Director, Customer Experience and Consumer Loyalty, Whirlpool Corporation

Claudia Hawkins is the director of Customer Experience and Consumer Loyalty at Whirlpool Corporation’s Customer eXperience Center in Benton Harbor, Michigan. Claudia has been with Whirlpool for over eight years. In her current position, she oversees a 500+ person contact center operation as well as the training, workforce, and technology teams, providing pre- and post-purchase support for all Whirlpool brands in the US. Claudia drives consumer retention by incorporating the Voice of the Customer into all aspects of the business, reducing customer effort and improving the consumer experience. She received her MBA from the University of Notre Dame, and she holds an MA in industrial psychology. While at Whirlpool, Claudia has held various positions in operations, contact center quality and training, and human resources. She has experience in the automotive and telecommunications industries.

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Evan Watson
Information Navigator and Knowledge Cartographer, Association of International Certified Professional Accountants

Evan Watson is the documentation librarian at the AICPA Member Service Center and was a frontline agent for two years prior to taking on his current role. He was a finalist for the ICMI’s Global Contact Center Award for Best Agent in 2015.

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Michelle Williams
Director, Contact Center Operations, Customer Experience, and Quality, Dorel Juvenile

Michelle Williams is the director of Consumer Care at Dorel Juvenile Group USA. She has extensive knowledge of department operations, systems, and functionality. She is a certified CPST and she was the driving force behind implementing live chat and video chat in Dorel’s Consumer Care department shortly after she joined the team. Michelle is very involved with day-to-day operations, in touch with consumer needs, and she stays active in the field at Dorel's events. Previously, Michelle was employed with the Customer Experience & Operations team at AT&T, where she led their call center to improve the customer experience. Michelle operated a virtual field from all centers in the group to inspire a culture of innovation, ownership, and support through collaboration and partnership.

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Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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