The Secrets of Managing an Award-Winning Contact Center

Date Aired: July 13th, 2017
Time: 1:00 PM Eastern Time
Presenters: Laura Mendoza , David Perry , Hannah Bell
Moderators: Erica Marois

Watch the webinar video below.

Find out what it takes to provide award-winning customer service!

What does it take to provide award-winning customer service? Each contact center is different, but some challenges are universal. Our ICMI Global Contact Center Award Winners have embraced and overcome those challenges to elevate the service they provide. Want to learn their secrets to success? Join us for this highly interactive webinar!

Hear from the winners of Best Small Contact Center, Best Medium Contact Center, and Best Contact Center Culture. They’ll share their best tips for improving employee engagement, collaborating across departments, hitting KPI goals, and more. Best of all, they’re ready to take your questions! Looking for an expert opinion on a challenge your contact center is facing? Here’s your chance to ask!

Laura Mendoza
Laura Mendoza
Senior Director of Customer Solutions, DAT Solutions

Laura Mendoza has over 20 years of experience in services management, with expertise in customers service, performance metrics, and organizational effectiveness.

She is currently Senior Director of Customer Solutions for DAT Solutions, a high volume transportation software services organization. DAT Solutions operates as a unit of Roper Industries.Laura is responsible for customer service, technical support, and customer/carrier compliance, including the design and development of a cohesive service delivery model to support enterprise customers.

DAT Solutions, formally TransCore, was recognized by ICMI in 2007, 2010, and 2017 as the ICMI Global Contact Center Awards Best Small Contact Center.

David Perry
David Perry
Customer Support Manager, Clio

David Perry is Customer Support Manager at Clio–Legal Practice Management Software.

Armed with an acting degree and a love of beer and people, he is forging ahead in the world of customer service leadership. When not at Clio, he is fighting for craft beer consumer rights and reform in British Columbia as President of the Vancouver Branch of CAMRA BC, playing Ultimate with the Vancouver Ultimate League, or teaching ITF Taekwon-do. Find David on Twitter: @davidjp87.

Hannah Bell
Hannah Bell
Manager, Product Support, Citrix Systems, Inc.

Hannah has been with Citrix Systems, Inc. for 3 years and works on the customer care team in the Raleigh, North Carolina office. She began her career as an agent and was promoted to manager after two years with the company. She thoroughly enjoys working with agents, side by side, to offer coaching in career advancement as well as working to find solutions in tricky situations. She works closely with the ShareFile and Podio product lines, managing a team of 16 agents who support those products.

In her spare time she enjoys hiking, reading, traveling, and cooking. You can often find her in a freezing ice hockey rink as she supports her 11 year old son’s travel hockey team!

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.

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