​Stuart is the CEO of the largest non-profit contact center trade association. For 35 years Stuart has been a thought leader, advocate and entrepreneur in the contact center industry. PACE, an association of 240 members provides programs in contact center education, compliance and is the voice of the industry.

About Neal

Neal is the President and Co-founder of Callzilla. Contact center passions include having a strong team, well defined goals, use of process and measurement to achieve continuous improvement. Washington Redskins are his favorite football team.

About Laura

Laura Sikorski is a recognized expert with over 33 years of experience in Contact Center operations and technology.

The contact center best practices she has developed for people, process and technologies have enabled her clients to proactively anticipate customer needs to resolve all issues through consistency and product knowledge, and ensure employees are meeting and/or exceeding customer expectations and satisfaction.

About Steve

With 20+ years of leadership in the hospitality industry and voted one of the "World's Top 30 Customer Service Professionals," Steve shares a lifetime of experience with his real-world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire.

About Omar

Omar L. Harris has been creating high-performance organizations since 2006. He is a Gallup Certified Strengths Coach; a bestselling, award-winning fiction author; independent publishing guru; entrepreneur; and twenty-year veteran of the global pharmaceutical industry.

About JoAnna

​An Author, Workshop Leader, Coach, E- Course creator and now, Certified Chief Happiness Officer, JoAnna has been helping companies create customer happiness since 1990. She’s worked with companies large and small. A speaker for Vistage for 21 years helping CEOs create positive cultures that generate both happy customers and happy employees.

Contact Center Pipeline is a monthly instructional magazine focused on driving success through effective contact center management. Each issue contains informative articles, case studies, best practices, research and coverage of trends that impact the customer experience.

• Get buy in and participation in all departments at all levels
• Building a successful on-boarding program takes time
• Have a select group of current employees take the on-boarding to see what, if anything, is missing.
  Bonus
• All employees learn differently; so keep in mind, you may need different types of learning alternatives for the same content.

About Kelli

Kelli Barabasz has worked in the call center industry for over 25 years. She has worked with direct retailers, and outsourcing in both operations and workforce management with the number of agents ranging from 100-3,200 agents. Kelli was most recently the Vice President of Customer Care for the National Notary Association where she managed inbound call center operations, as well as back office support services to include, insurance, mail room, application processing, refunds and resolution for both B2B and B2C. Kelli is passionate about employee engagement, and motivates her staff to deliver consistently high performance and quality. Kelli’s ultimate passion comes in employee development. She has developed several training development courses for all levels within the customer care operations to include supervisors, managers and workforce management.

Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC) and has been at the helm of both associations since their inception. Vicki has over 20 years of experience in the call center and workforce management industry.
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About Quality Assurance & Training Connection
The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with many benefits, including weekly tips, newsletters, regional meetings, web seminars, and an annual conference.

Join the Society of Workforce Planning Professionals (SWPP)!

SWPP is an organization designed specifically to facilitate education and networking opportunities for workforce management professionals. SWPP members receive many benefits, including quarterly newsletters, regional networking meetings, web seminars, educational offerings, certification, and an annual conference. Visit our website at www.swpp.org.

• What are the biggest barriers to agent performance?
• The impact of a strong CX/Performance management program
• What is the right combination of tools for performance/experience management?

About Jim

Jim is the Chief Customer Officer for Etech Global Services.

 Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions.

He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe. His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence.

One of his strongest suits is being able to assist customers in launching and developing their world-class customer experience solutions.

• Copy of presentation

• Compare/contrast table
• Steps to Building a Successful Speech Analytics Program

Bonus

• ​​Intelligent Contact Center infographic

About Roger

Roger Lee is responsible for all facets of the customer experience for Gridspace.

Roger has more than two decades of combined experience in finance, operations and services management and quality. He has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers.

In 2018 and 2019, Roger served as a judge for the Stevie Awards for the customer service and sales category and evaluated over 120 nominations.

• Enhance coaching with an automated, data-fortified performance perspective

• Drive sustained quality and compliance.

• Build agent trust with objective, transparent and automated scorecards

Bonus

• Continue customer experience improvement through unsolicited feedback

About Jeff

Jeff Gallino is CallMiner’s co-founder and Chief Technical Officer and oversees research, language development, and future product direction. Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. He holds a BS degree in computer science from the United States Air Force Academy.

About CallMiner

CallMiner empowers organizations to extract and act on intelligence from customer interactions, for improving agent and contact center performance, customer experience, sales, marketing, and compliance.

• A service that is not consistent will not lead to a consistent customer experience.
• Process Control charts can be used to measure variability and also identify outliers. The charts can be used with a variety of important internal measures, such as schedule adherence, forecast accuracy and handle time.

• The charts can also identify trends, and let management know when action is needed, and more importantly, when action is not needed.

Bonus ​

• There are many reference materials to help you establish Process Control charts for your KPIs. Start simple!

About Brian

• Multi-channel communication is where it is at
• Self motivation is key, but leadership must be an enabler
• Self promotion is possible, but Sr Leadership must embrace this empowerment
  Bonus
• Are you a carrot, an egg or a coffee bean?

About Jacquline

Jacquline Morales is the Chief Insurance Officer of Bestow, a leading life insurance technology company democratizing access to innovative financial solutions.

Prior to joining Bestow, Jackie was with LGA as their Chief Operating Officer. In her more than 20 years of experience as a life insurance executive, she has focused on advancements in digital innovation, systems hardware and software design and upgrades, and has been a driver of the use of data analytics to improve the customer experience. She has worked for Americo Life, UICI, Lincoln Financial Group and AXA.

• Learn why chat has failed to reach peak quality and what to do to improve chat quality in your organization right away
• Review real chat transcripts to discover writing practices that make chats go on longer than they should or fail to resolve the customer's issue
• Learn 10 steps you can take right now to improve chat quality
  Bonus
• Understand why customers' high expectations may be hurting us

About Leslie

E-WRITE’s Leslie O'Flahavan helps CSRs write better email, chat, social media, SMS, and chatbots. She provides hands-on writing training, develops quality scorecards, and rewrites knowledgebases. Her clients are international airlines, Fortune 500s, startups, nonprofits, & more. For Lynda.com, Leslie’s author of three customer service writing courses. She’s author of the workbook Clear, Correct, Concise E-Mail.

• How to align your QA with what matters to your customers.
• How you can achieve benefits beyond compliance with policy.
• Why taking the same approach with your customer satisfaction survey maximizes your opportunities to improve your cx.
  Bonus
• How to align your customer satisfaction survey with what matters most to your customers.

About Lisa

Lisa Oswald is SVP of customer service for Travelzoo, a global media commerce company. She joined Travelzoo in 2011 in support of its 28 million members, overseeing customer and client services, product operations, and customer insights. Lisa is a customer strategy and operations leader with 20-years of success building world-class sales and service organizations for consumer brands in the digital and physical world.

David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG's mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

About CCNG

• The customer service / contact center is a wonderful starting point for holistic Customer Experience.
• Voice of Customer is both the first and the last step of great CX management. All departments must play a role.
• Tap into the existing POWERCORE and the change methodologies inside of your organization. Succeed through influence and channeling existing positive momentum.

About Nate

Nate is the Co-founder of CX Accelerator. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on Twitter using handle @CustomerIsFirst.

One certainty: relying on the status quo is an untenable strategy. The good news is there is realistic and proven path to deliver growth through innovation. In this session, former Fortune 50 Chief Innovation Officer Amy Radin shares pragmatic advice based on real-world experience, that will empower call center leaders to participate actively and effectively in their business' innovation efforts.

What you'll learn from Amy:

• Innovation depends upon discipline and methods that are different from those applied to run a scale business, especially in pre-digital businesses.
• The most important driver of innovation is listening -- to your customers, the market, and employees.
• Call center employees can be engaged in your organization's innovation efforts to add value, be recognized, and participate in the bigger picture of the business.

Bonus 

• Innovations arise from testing and learning --- and seeing failures along the way as natural occurrences. A culture of experimentation is essential for innovation success.

About Amy

Amy Radin is an award-winning author, and adviser who works with corporate leaders to assure innovation success. She offers an uncommonly pragmatic and disciplined framework to lead through the inevitable, daily challenges any organization will face finding, creating and scaling new growth opportunities.

Amy built a track record moving ideas to performance in senior executive roles at Citi, AXA and American Express, as a startup adviser and board member.

Her book, The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation In Any Company (City Point Press, Fall 2018), is available in hard cover and e-book versions at e-commerce retailers.

• Staying in Synch - building consistency on multiple levels in your organization
• The 30-minute jump-start
• Completion…not, perfection

About Fred

• WHAT is Engagement?
• WHY Relationship is important
• Tips on Improving Relationships... at work
  Bonus
• What NOT to do for Engagement Survey

About Dee

Dee has over 25 years of experience in the Contact Center industry. Kohler has leveraged contact center principles and executed the transformation from “departments answering phone calls” to true customer experience centers.

Kohler recently returned to Prime Therapeutics, Inc., as the Contact Center’s Director of Service Excellence overseeing Process Improvement and Learning & Development. Dee also consulted with small to large contact centers with Strategic Contact.

Before consulting, Dee was with Blue Cross and Blue Shield of Nebraska for six years. While there, Blue Cross Blue Shield of Nebraska earned three J.D. Power & Associates awards for highest customer satisfaction in the Midwest region.
Dee’s true passion is being a part (however small) of another’s development in leadership, call center principles or personal growth.

• There is plenty of research now that shows the connection between employee engagement and performance. Here are some stats.
• Morale is not an event like pizza on Fridays. Define and lead morale to engage and inspire high performance every single day.
• Leaders at every level (including supervisors, team leaders) can and must use the 7 steps to engage and inspire for best results.
  Bonus
• Getting Started Tip: Be a servant leader, to engage and inspire for high morale and performance. Remember, agents leave self-absorbed leaders and toxic workplaces.

About Kate

For 25+ years, Kate Nasser, The People Skills Coach™, has taught tens of thousands of agents the skills to deliver superb customer service experience. Along the way, it became clear that leaders needed help in engaging and inspiring high morale and performance. This drove Kate to write the book, Leading Morale, and brings her here today to speak at this virtual summit. KateNasser.com.

• The Foundation of Transformational Leadership - Perspective
• The Most Challenging Individual to Lead - Yourself
• Have? Do? or Be?

Bonus​

• Real Gratitude

About Don

2-Time #1 Best Selling & #1 International Best Selling Author, Don Williams is the founder and CEO of Don Williams Global – DWG is dedicated to changing businesses across the globe one WOW experience at a time. For 30 years Don has worked with Fortune 500 and International clients on marketing/sales, customer experience (CX), culture and leadership strategies and execution.

Don’s second book – Romancing your Customer is the definitive work on how to elevate the Customers’ Experience (CX) to a level of love.

Don speaks and consults internationally on:

• Romancing Your Customer– Deliver Passion to Your Sales, CX and Culture
• Cure for Call Reluctance – Fearlessly Use The Phone To Make Money
• The WOW Blueprint – On a Scale of 1 to WOW, Demand WOW
• Get Your Heart In The Game – The Magic of Heart Centered Leadership

About Michael

I build cathedrals of Customer Service

• Setting Agents Up For Success
• Understanding Your Agents WHY
• What Is Their Plan

Bonus

• Sharing A Larger Vision

About Michael

International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Uniquely talented in identifying strategic growth opportunities, motivating staff, negotiating partnerships and executing corporate-based initiatives.

• Human Resources is open to novel approaches - with caveats.
• Policies demonstrate value to your Associates. What you really think of them comes from the rules you enforce on them.
• Nothing is in isolation - beware of the butterfly effect.

About Bill

Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services,AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless. Bill's current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller.

• Why culture is so important and how to develop it.
• Top 10 reasons employees leave and what you can to do avoid them.
• Toolkit for long term goal setting for reduced attrition.

About Shawna

I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales. I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years.

• Three main focus areas with direct impact on your culture
• Strategies to build employee buy-in and ownership
• The Leadership style that drives contact center success
• How to create the right environment so employees thrive
• Tips and techniques to overcome barriers between leaders and employees
• The most important components of communication
• 7 essential elements driving leadership everyday
• Examples of employee-led engagement teams
• The 3 C’s of a successful Contact Center
• 
  

For many, managing morale and employee engagement in a contact center is a complete mystery. One thing that can magnify its complexity is due in part to the transient perception of roles and the strong desire to micromanage agents.

Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Consolidated to learn about steps you can take to find your way and add life to your culture making your contact center a desired destination.

Attend and learn how to get and keep employees engaged and wanting to work for you. Learn about the little things that have the biggest impact on employees and how to create an environment that motivates.

Explore with Joe the subtle changes that you can make (and ask your agents to commit) which will make your contact center world-class.

About Joachim

Joachim “Joe” Rogers is Senior Director – Customer Care Center for Coca-Cola Bottling Co. Consolidated (CCBCC), the nation’s largest independent Coca-Cola bottler. Joe currently heads Coca-Cola’s Inside Sales and Service team with that business-to-business sales and reactive service calls to over 77,000 CCBCC customers. Prior to Coke, Joe served as a Director in Individual Client Services at TIAA, a Fortune 100 financial services company. His area provided investment guidance and customer service to customers worldwide. In 2016, he and his wife launched the Amani Marie Foundation, a non-profit organization focused on economic mobility in the Charlotte, NC community.

• Have a Vision and Purpose (know your team’s value proposition)
• Bring Agents Together (the Power of One)
• Have Fun in your Center (yes, even with WFM)

About Mary Beth

Mary Beth Brackman serves as Pinnacle Financial Partners North Carolina Client Service Center Manager. She is responsible for a team of 30 plus banking professionals along with a team of 9, providing procedural support to associates across 120+ offices. She began her financial services career in 2000 serving in many leadership roles. She has significant experience across Learning and Development, Branch Management, Commercial Lending and Call Center Management.

Mary Beth is a graduate of Morehead State University. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community.

• How to create peace of mind for the Manager, Supervisor, Coach, and Quality Assurance person in your call center. Grab a Quick Change in Attitude and watch the numbers go down.
• 5 Steps to a huge difference in Agent Retention through Coaching. Find out the 5 simple but NOT easy steps to keep your agents for a long, long time.
• Three things to avoid in the Contact Center that will allow Agents to stay in their jobs and grow. What doesn't work anymore? STOP IT! It's EASY when you know what doesn't work
  Bonus
• Things to CHECK that you may be asking your Agents to say that do not want to say. When you make them do things that don't agree with their sense of values...it's going to cost you. Why would you do that?

About Judy

Trainer and Coach in the Contact Center Business for over 25 years. She is an author of "The Positive Coach Approach" with her daughter Sally Cordova and three other books about Call Center Agents. Judy changes the molecules wherever she goes. She is the founder of McKee Consulting and the LAMA Technique. She is a Motivational Speaker and a true Believer in The Universe Always says YES. Her clients are Aetna Insurance and e-Harmony. She is currants Training Trainers in Los Angeles to use the LAMA Technique for Communication and building self-esteem of agents worldwide. She trains Grupo Noa Agents in 30 countries online. She is loved and revered by Executives the world over. She is always fun...Bring your issues to the LAMA MAMA, she will open your mind and your eyes and mostly your ears!

• Participants will learn to place a dollar value on agent turnover to wake their executives to its hard-dollar cost
• Participants will learn business-driven tools to establish retention goals, forecast future turnover, and drive leader accountability on every level
• Participants will learn the power of stay interviews so leaders learn and solve each individual agent's most important needs
  Bonus
• Participants will leave with a comprehensive plan to cut turnover, improve engagement, and build unique skills for the remainder of their careers

About Dick

Dick Finnegan is SHRM's #1-selling author and webcast presenter, and has invented a method to cut employee turnover that has been used by Bank of America, Caterpillar, and other large and medium companies, as well as praised by Forbes and BusinessWeek.