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Digital Event | April 20-21, 2021
Dallas, Texas | September 7-10, 2021
Register

Elevate Your Leadership Sessions

Choose a Conference Track:

Effective leadership makes a huge difference in any business, and the contact center is no exception. Sessions in this track focus not just on honing your own leadership skills but also on fostering leadership skills to ensure ongoing success.


Session 104

Love Your People, Shape Your Culture, and Drive Success

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Jaimee Friend

We can use our authority to force people to do what we want, or we can create an atmosphere where our people take initiative, problem solve, and strive to exceed our expectations. Before employees really care about their customers, they need to know that we care about them. Learning to love our employees is foundational to building a successful team. Building and maintaining a culture that supports the team's Core Values is what ultimately drives continued success. This session will explore how to "show the love," and create a culture of success.

Session 204

Change Management - From Migraine to Movement

Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
Jeanie Hoth, Barb Corrao

Change management within organizations is difficult to maneuver under any circumstances, and when there is emotional reaction attached to that change, it can add a layer of complication. In this interactive session Jeanie Hoth and Barb Corrao from U.S. Bank Global Fund Services will address the emotional impacts of change management and will provide tools and tips from their experiences with change management. This session will also have an group discussion to hear stories from other organizations who have dealt with change.

Session 304

Keys to Real Accountability that Drive Results

Tuesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Carol Marshall

Did you know that the probability of completing an idea or goal jumps from 10% to 95% just by having a specific accountability appointment with a person you've committed to? In this session Carol will show how to create a culture of accountability that is accepted, appreciated, and welcomed by their team members.You will learn how meetings (when done right) can deliver better results, how having candid conversations can sharpen performance and enrich your teams and take away actionable strategies to drive performance and meet deadlines more efficiently in a way that works for any team or business.

Session 404

Developing an Effective Customer Access Strategy

Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
G Todd Gladden, CWPP

Does your contact center have a detailed description of how the contact center will interact with customer segments and the people, technology, process, and financial requirements to successfully meet those customers' needs? This session will present a template for exploring the people, processes, and technology needed to deliver on the contact center's mission and to support the organization's strategy. Come prepared to explore the entirety of strategy for customers accessing your organization.

Session 504

Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Jeff Petruso

Over the past 25 years at Anheuser-Busch, Jeff has developed a comprehensive monitoring program by using universal tools available through the company. In this session, you will learn how Anheuser-Busch's small contact center can be a model for any sized contact center looking to develop programs on a shoe-string budget. You will leave with best practices for developing a definitions document with (MS Word); supporting best practices with an audio library (wav file editing); creating a customized monitoring form, quantitative and/or qualitative (Excel or Survey Gizmo); reporting results and identify gaps through manual and/or automated reporting (Survey Gizmo/Excel/PowerPoint) and calibrating and coaching to drive consistency and positive-sustainable results.


Session 604

How Does AI Impact Your Contact Center Workforce?

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Diana Beckman

The AI revolution is in full swing, and many businesses are building or implementing strategies to both capitalize on its potential and stay competitive. AI in the Contact Center allows you to automate your processes and leverage customer data to fuel AI's needs-predicting, machine-learning power. But what does this mean for your workforce? How does introducing AI transform your staffing needs, impact your contact center culture, or change how your employees work or feel about their job? In this session you will learn the impacts of AI to the human element of your workforce. What emotions to expect, how to detect employee concerns, and minimize disruption or attrition and how you can invest in the growth and development of your employees to acquire newly needed skills

Session 704

New Methods to Hiring in a Challenging Economy

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Joan Scazzaro, Kristy Powers, Gerry Barber

With low unemployment levels, hiring for the contact center has become increasingly challenging whether it's for agents (entry level) or supervisors/managers (experienced level). This challenging environment has led to organizations finding new methods to attract talent such as crowd sourcing, 'hiring squads' and/or new technology. Join this interactive panel discussion as contact center executives share their ideas on attracting talent to your organization.

Adapting Innovating and Leading During a Crisis

Adapting Innovating and Leading During a Crisis

Tuesday | 2:00 PM – 2:45 PM
Location: Conference Hotel
Pete McGaraham

The coronavirus pandemic has challenged businesses and organizations in the United States and around the world to adapt and innovate rapidly. Faced with the urgent need to protect employees, customers and the larger community, First American's creative solutions reveal a spirit of innovation and a willingness to overcome traditional limitations to provide safe and effective solutions to serve customers. Join Pete has he shares their journey to an at home workforce and how the future work from home is changing.

Change Management - From Migraine to Movement

Change Management - From Migraine to Movement

Tuesday | 2:00 PM – 2:45 PM
Digital Experience
Jeanie Hoth, Barb Corrao

Change management within organizations is difficult to maneuver under any circumstances, and when there is emotional reaction attached to that change, it can add a layer of complication. In this interactive session Jeanie Hoth and Barb Corrao from U.S. Bank Global Fund Services will address the emotional impacts of change management and will provide tools and tips from their experiences with change management. This session will also have an group discussion to hear stories from other organizations who have dealt with change.

Collaborate and Listen - Breaking Down Silos in Your Organization

Collaborate and Listen - Breaking Down Silos in Your Organization

Wednesday | 1:00 PM – 1:45 PM
Digital Experience
Todd Hixson, Michael Kohutich

Most contact centers get internal visitors periodically, but very few take full advantage of the opportunity this affords. In this interactive session you'll hear how Hulu developed an actual learning plan to reflect the culture and business importance of the contact center. Learn how to break down silos and create an atmosphere where folks want to visit the call center, and where agents want to partner with other parts of the company. Discover how to frame contact center KPIs in ways others can relate to, and effectively illustrate the intricacies and challenges involved in providing excellent customer service. You will walk away with an action plan to improve partnership across the organization and increase engagement for your agents while solving for your customers in a truly collaborative light.

How Does AI Impact Your Contact Center Workforce

How Does AI Impact Your Contact Center Workforce

Wednesday | 4:00 PM – 4:45 PM
Digital Experience
Diana Beckman

The AI revolution is in full swing, and many businesses are building or implementing strategies to both capitalize on its potential and stay competitive. AI in the Contact Center allows you to automate your processes and leverage customer data to fuel AI's needs-predicting, machine-learning power. But what does this mean for your workforce? How does introducing AI transform your staffing needs, impact your contact center culture, or change how your employees work or feel about their job? In this session you will learn the impacts of AI to the human element of your workforce. What emotions to expect, how to detect employee concerns, and minimize disruption or attrition and how you can invest in the growth and development of your employees to acquire newly needed skills

Keys to Real Accountability that Drive Results

Keys to Real Accountability that Drive Results

Tuesday | 4:00 PM – 4:45 PM
Digital Experience
Carol Marshall

Did you know that the probability of completing an idea or goal jumps from 10% to 95% just by having a specific accountability appointment with a person you've committed to? In this session Carol will show how to create a culture of accountability that is accepted, appreciated, and welcomed by their team members.You will learn how meetings (when done right) can deliver better results, how having candid conversations can sharpen performance and enrich your teams and take away actionable strategies to drive performance and meet deadlines more efficiently in a way that works for any team or business.

Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Wednesday | 2:00 PM – 2:45 PM
Digital Experience
Jeff Petruso

Over the past 25 years at Anheuser-Busch, Jeff has developed a comprehensive monitoring program by using universal tools available through the company. In this session, you will learn how Anheuser-Busch's small contact center can be a model for any sized contact center looking to develop programs on a shoe-string budget. You will leave with best practices for developing a definitions document with (MS Word); supporting best practices with an audio library (wav file editing); creating a customized monitoring form, quantitative and/or qualitative (Excel or Survey Gizmo); reporting results and identify gaps through manual and/or automated reporting (Survey Gizmo/Excel/PowerPoint) and calibrating and coaching to drive consistency and positive-sustainable results.