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


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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.

Jenny Dempsey Wellness

Jenny Dempsey

Social Media and Customer Experience Manager, NumberBarn

Jenny Dempsey is the Social Media and Customer Experience Manager for With over a decade of customer service experience under her belt, she's the co-founder of As a certified health coach and the founder of Jenny Dempsey Wellness, she also provides corporate wellness in the workplace workshops for teams. She is the mother to a toothless rescue cat named Chompers and lives in sunny Carlsbad, California.

Nate Brown

Nate Brown

Head of Customer Experience, Underwriter's Laboratories

Nate Brown is the cofounder of CX Accelerator. While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect the dots and solve the big problems. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on Twitter @CustomerIsFirst or LinkedIn.

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, Callzilla

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

Jeremy Watkin

Head of Quality, FCR

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high-performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics, including quality management, outsourcing, customer experience, contact center technology, and more. When not working, you can typically find him spending quality time with his wife, Alicia, and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Erica Strother headshot

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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