Make it Memorable: How to Make the Most of Customer Service Week
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Make it Memorable: How to Make the Most of Customer Service Week

Date Aired: August 15, 2018

Time: 2:00 PM Eastern Time

Speakers: Adriana Thompson, Todd Hixson, Stephanie Jones


Moderators: Erica Marois

Sponsor:

ICMI Logo

Watch the webinar video below.

Three ICMI Award winners share ideas to celebrate Customer Service Week with your team.

Want to show appreciation to your contact center agents, boost morale, and draw attention to the integral role the contact center plays in your organization? Customer Service Week (October 1-5) is the perfect opportunity! And while it may seem far away, October is just around the corner.

Need help planning? Whether this will be your first year celebrating Customer Service Week, or your 20th, you don’t want to miss this webinar! Join us to hear from three ICMI Global Contact Center Award winners. They’ll share their favorite tips for making the most of Customer Service Week, as they arm you with inspiration to plan a memorable celebration for your team.


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About the 2018 CSW Logo and Theme

This year’s Customer Service Week theme is Excellence Happens Here™. The theme recognizes that space where customers and service professionals come together. From the call center to the executive suite, from the loading dock to the home office, from behind the wheel to in front of a monitor. Where service happens is where Excellence Happens. Vibrant shades of lime, grape, and berry blend with a charming new take on the map pin, the universal sign for “here,” to bring this year’s Customer Service Week logo to life.



Speakers
Adriana Thompson

Adriana Thompson

Supervisor, BuildaSign.com

With over 18 years of customer service experience, Adriana Thompson has a deep understanding of customer needs, tendencies, and how they can be best supported. For the last four years, she has been essential to the growth and development of BuildASign’s Customer Love Team.


As a Contact Center Floor Manager at BuildASign, Adriana has been instrumental in the growth and development of her department. She spearheaded the implementation of new email and chat platforms and was internally recognized as BuildASign’s Best Spender for Q2 of 2018 for her efforts. In addition to her contributions to BuildASign at large, Adriana is regularly recognized by her peers and direct reports and has been named Manager of the Quarter


In spring of 2018, Adriana was awarded ICMI’s Supervisor of the Year and was highlighted by Austin Business Journal in their monthly ‘People on the Move’ column.

Todd Hixson

Director of Workforce Management, VIPdesk Connect

Todd is Director of Workforce Management at VIPdesk Connect. He has been in contact center operations/management for around 20 years, working for companies like Travelocity, Intuit, and Cabela's. He has been an out-source, and in-source and an us-source with a belief in efficiencies realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees. He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. His current projects include deep dives into Omni-channel functionality and creative workforce team design. He has served on ICMI's advisory board, consulted in industry standard certification with CIAC, and is a frequent industry speaker.

Stephanie Jones

Customer Service Supervisor , WebMD Health Services

Stephanie is the Customer Service Supervisor at WebMD Health Services. She has embraced creative methods to measure and analyze quality and efficiency trends in order keep her team of 30 customer service representatives engaged on a day to day basis. She collaborates with various WebMD Health Services departments to understand complex client wellness programs and to ensure that the customer service needs of over 80 clients are being satisfied. Her role also includes finding innovative ways to meet scheduling, staffing, and SLA goals for the department. Stephanie prides herself and her team on constantly looking for ways to resolve issues more effectively and enhance the end-user experience with WebMD Health Services to an unparalleled level.

Moderators
Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


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Topics: Culture & Morale