How to Get Your Team to Deliver Consistent Service

Date Aired: October 1, 2018
Time: 2:00 PM Eastern Time
Speakers: Adam Toporek
Moderators: Erica Marois

Watch the webinar video below.

Contact Center Demo 2018 Keynote Speaker, Adam Toporek, shares practical advice to elevate the customer experience.

Consistency is a common challenge for contact centers and organizations of all shapes and sizes. How do you get employees from different teams, backgrounds, and locations to deliver the same experience? 

Adam Toporek, author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines and keynote speaker for ICMI 2018 Contact Center Demo has practical advice to share that will help you elevate the customer experience.

In this webinar, we will discuss:

  • Why consistency is such an essential component of customer experience
  • Common causes of inconsistent service
  • Basic steps your team can take to deliver a more consistent customer experience

Invite your team members to join us for this special edition webinar. It’s the perfect way to kick off Customer Service Week!

Reserve your spot!



Adam Toporek
Keynote Speaker, ICMI Contact Center Demo

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. 

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.  As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.

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.

ICMI/UBM Privacy Statement