WFH: Amazon Best Practices
Time & Location
About The Event
Amazon Customer Service built a work from home CS culture over the last 5 years. In this session, we will explore some of Amazon’s best practices for successfully managing a work from home CS team. Participants hear about Amazon’s philosophy on leading in a virtual space and how our front line leaders use operational metrics to manage behavior. The session discusses examples of how Amazon encourages engagement in a virtual workplace and mechanisms for monitoring workplace culture. We will also talk about how Amazon trains new associates virtually and how the training team is innovating to create alignment in virtual and brick and mortar learning. Lastly, the session covers some of the ways Amazon is working to balance protecting associates and supporting customers amid a global pandemic.
About the Speaker
Lauren Dickerson, Global Program Manager, Amazon Customer Service Innovation Program
Lauren Dickerson is currently a member of the Amazon Connect Business Development team. Prior to joining AWS, Lauren led multiple operations and training teams within Amazon Customer Service. In her current role, Lauren manages Contact Center Innovation Program where she is drives customer innovation, building on her experience at Amazon Customer Service.