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Join industry experts Jenny Dempsey, Nate Brown, Sean Hawkins, Neal Topf and Jeremy Watkin as they discuss leadership that improves the agent and customer experience.
Eleanor Roosevelt once said, "To handle yourself, use your head; to handle others, use your heart." One of the biggest challenges of leadership is balancing the two—especially in a numbers-driven contact center environment. How do you build trust with your team, exhibit empathy, and relate on a personal level, all while continuing to command respect, drive results, and hit metrics goals?
Whether you struggle with adherence, attendance policies, or a general lack of agent motivation, we have a few tips to help! Join us as four contact center leaders share their best advice for leading authentically and improving both the agent and customer experience.
Attend this webinar to learn:
- More powerful ways to structure meetings and employee one-on-ones
- Tricks for better communication
- Unique activities that will inspire and motivate your team
- Hacks you can implement immediately to drive better results in your contact center
Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.
Speakers
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Jenny
Dempsey
Social Media and Customer Experience Manager, NumberBarn
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Jenny Dempsey is the Social Media and Customer Experience Manager for
NumberBarn.com. With over a decade of customer service experience under her
belt, she's the co-founder of CustomerServiceLife.com. As a certified health coach and the founder of Jenny Dempsey Wellness, she also provides corporate wellness in the workplace workshops for
teams. She is the mother to a toothless rescue cat named Chompers and lives
in sunny Carlsbad, California.
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Nate
Brown
Sr. Director of Customer Experience, Arise Virtual Solutions
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Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
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Sean
Hawkins
Manager of Support and Product, Framework Homeownership
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Currently the Manager of Support and Product at Framework Homeownership, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries and environments including sales, BPO, and SaaS to name a few. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.
Follow Sean:
@SeanBHawkins
@CallCntrWeekly
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Neal
Topf
President, Callzilla
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Neal Topf is the President and Co-Founder of Callzilla. He leads Callzilla’s near-shore contact center operations and sets Callzilla’s mission and vision. In addition to live agent services, Neal dedicates significant energy and focus towards understanding the convergence of human assisted contact management with automation and artificial intelligence. Winning ICMI’s Best Outsourced Provider was one of Neal’s greatest professional achievements. In his personal time, Neal is a life-long suffering Washington Redskins football fan, wondering if they’ll ever make it back to the Super Bowl. Neal resides in South Florida with the pride and joy of his family, his 7-year-old son.
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Jeremy
Watkin
Product Marketing Manager, 8X8
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Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high-performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics, including quality management, outsourcing, customer experience, contact center technology, and more. When not working, you can typically find him spending quality time with his wife, Alicia, and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.
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Erica
Marois
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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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