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Empowering Extraordinary Customer Service: What Leaders Must Do Now


Air Date: August 19, 2020
Time: 2 pm ET
Presenters:

Chris Hanna

Moderators: Andrew Gilliam
Sponsor:
LogMeIn Bold 360

Watch the webinar video below.


Join us on Wednesday, August 19, at 2:00 PM ET for an interactive and informative hour where we will discuss employee empowerment.

Micromanagement was easy before social distancing, but it's an impossible strategy when you cannot look over your agents' shoulders. Desperate times call for a different strategy, built on knowledge, understanding, and trust. The best contact center stories involve agents going beyond the call of duty to serve customers in extraordinary ways, but these brand-boosting actions are only possible in environments that equip, condone, and promote this behavior. Employee empowerment is more than a decision or delegation of authority, it's a discipline that requires practice, feedback, and iterative improvements.

In this webinar you will learn:

  • Why the world's most respected brands empower front-line employees to create remarkable customer experiences
  • Management challenges and leadership skills necessary to effectively empower contact center agents
  • How technology supports team empowerment and service consistency

Who Should Attend:

Contact center directors, managers, and leads who would like to better empower their workforce.

Reserve Your Spot!


Presenters
Chris Hanna
Founder & Management Coach, Evolving Management

Chris Hanna has built and led teams that support the customer experience across a variety of different industries. At Evolving Management, Chris provides solutions to help leaders and companies rethink and evolve their approach to managing. In 2018, Chris was recognized as an ICMI Mover & Shaker in the category of Workforce Manager. In 2019 & 2020, he has also been an ICMI Featured Contributor. Earlier in 2020, Chris was also recognized as one of ICMI’s Top 50 Thought Leaders to Follow on Twitter. Chris also hosts his own podcast – The Chris Hanna Show – where he shares ways for leaders to improve their impact, productivity, and performance.



Moderators
Andrew Gilliam, ICMI Featured Contributor
Andrew Gilliam
Associate Analyst , HDI & ICMI | Informa Tech

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. He now serves as one of ICMI's in-house subject matter experts, writing and speaking about trends and best practices in the Contact Center industry. Before joining ICMI, Andrew was among their 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years.

Join Andrew (@ndytg) for #ICMIchat on Twitter, Tuesdays at 1 ET/10 PT; connect with him on LinkedIn; discover more at andytg.com.

 

 


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Topics: Customer Experience, Best Practices, Leadership