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: Available On-Demand

Time: Watch It Now

Speakers: Adriana Thompson, Todd Hixson, Stephanie Jones


Moderators: Erica Marois

Sponsor:

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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

Capacity Planning Manager, Hulu

Todd has been in contact center operations/management for around 20 years, working for Travelocity, Cabelas and Intuit prior to joining Hulu. He has been an out-sourcer, and in-sourcer and an us-sourcer with a belief in efficiency realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees.

His current projects include capacity planning that relentlessly pursues better ways while ensuring his team “embraces fun.” In all of this, the focus is on the fact that it starts with the customer!

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. Todd has served on ICMI's advisory board, consulted in industry standard certification with CIAC and was the recipient of ICMI’s distinguished Life-time Achievement Award in 2018.

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. 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.

Connect with Erica:  Twitter: @EricaMarois |  LinkedIn: http://linkd.in/16kW2cj | Google+: http://bit.ly/1zkp9YS  | Email: [email protected]


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Topics: Culture & Morale