Materials

Documents from past events, workshops and speakers

Here you will find documents and supporting materials from our past events, workshops and speakers (where we have been given permission to share).  

Webinar:
Ensuring The Success of Your Remote OR Hybrid Staffed Contact Center Through Leadership and Technology
 
Hosted by Mike Aoki - Reflective Keynotes
Panelists: 
A joint GTACC / LANtelligence event

Watch the recording of the recent webinar "Ensuring The Success of Your Remote OR Hybrid Staffed Contact Center Through Leadership and Technology"

Webinar:
How to Engage and Retain Your Contact Center Team During a Challenging Year
 
Hosted by Mike Aoki - Reflective Keynotes
Panelists: Erin Gray - VP, S&P Data and Sameer Maini - CTO, ACT Holdings
A joint GTACC / LANtelligence event

Watch the recording of the recent webinar "How to Engage and Retain Your Contact Center Team During a Challenging Year"

 

According to a recent Gallup poll, a mere 39% of US workers felt actively engaged at work. Yet, as contact centers bring everyone back to the office, become hybrid or declare work-from-home is permanent, employee engagement is crucial. How does great leadership create employee loyalty? How can coaching build relationships and engagement? How can technology keep your team connected and empower them to better service your customers? Join us as we discuss best practices for enterprise level contact center employee engagement and retention

Webinar:
How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both
 
Hosted by Mike Aoki - Reflective Keynotes
Panelists: Neal Dlin - Chorustree, Erica Marois - ICMI, Marty Tracey - LANtelligence

Watch the recording of the recent webinar "How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both". This time Mike AokiErica MaroisNeal Dlinand Martin Tracey are talking about different aspects of employee experience, including geographically spread teams and changes that AI and Omnichannel bring to the table.

 
Webinar agenda

Speakers discussed three main questions: 

  • How does Employee Experience (EX) affect Customer Experience (CX)?

  • What can enterprise contact centers do to improve Employee Experience, especially if they have multiple sites and/or remote Agents?

  • How does the introduction of new technology - such as AI and omnichannel - affect Employee Experience and/or Customer Experience?

Panelists' bios

 

Erica Marois, Content Manager @ICMI

Erica Marois is the Content Manager at ICMI. She hosts #ICMIchat, moderates ICMI webinars, manages content on icmi.com, oversees the ICMI Global Contact Center Awards program, and is a member of the ICMI Contact Center Demo Advisory Board. She often speaks at industry events and is passionate about helping customer service leaders find unique solutions to their most significant challenges.

Follow Erica on LinkedIn and Twitter

 

Neal Dlin, Chief Customer Obsessed Officer @Chorus Tree

Neal Dlin is a long-time practitioner and thought leader in the areas of customer experience, employee engagement and contact centers. With over 20 years of experience across multiple industries, leading brands and digital start-ups, he has proven expertise in service strategy development, employee and customer journey design, contact center operations and organizational transformation. Servant leadership is at the heart of his approach, coupled with a futurist perspective, he has a strong track record of building high performing, empowered and cohesive teams. His constant drive to create safe, idea fostering environments, along with his authentic passion and strategic leadership maintains him as a game changing player in the customer and employee experience space. 

 

Follow Neal on LinkedInFacebook and Twitter

 

Marty Tracey, CEO @LANtelligence

Martin has started his career in Telecom industry with big carriers like Bell Canada over 25 years ago. In 1998, he founded Comsel Communications, a Telephony Value-added Reseller. In 2000, became one of the first ShoreTel partners and was one of the first companies to provide only VoIP solutions. Today, he is one of the biggest advocates for digital transformation in customer experience (CX).

 

Follow Marty on LinkedIn and Twitter

September 2017
"STOP TYPING AT ME ALL IN CAPS!" 7 Tips for handling irate clients via omni-channel customer service
Mike Aoki - Author 
Originally printed in the September 2017 issue of Contact Management Magazine which you can see here