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Talent Development for Inspired Customer Engagement
Join us on Thursday, March 17th, from 9 am to 5 pm at for an amazing day of education and networking that will help you learn proven hands-on tactics for developing the talent within your team. This call center leadership development seminar will help you maximize and develop the talent of the people on your team, ultimately resulting in better customer engagement results in your call center (or in other parts of your operation). It’s a pretty simple formula. Inspired, talented, and well-trained employees produce exceptional results. Unfortunately, it’s not always that easy. Join your PACE Central Chapter colleagues for a day of learning, networking and a discussion focused on talent development in the call center. Speakers Kevin Hegebarth and Kathy Green will discuss: • How to improve hiring decisions • How to increase talent performance • How to design a best-in-class onboarding experience • How to define your personal leadership brand • How to translate internal talent development into an exceptional customer experience
Our Agenda is as follows: 8:30-9:00 am Registration and Networking 9:00-9:30 am Welcome and Introductions, PACE Membership Benefits Overview 9:30am -12:00 pm Speaker: Kevin Hegebarth 12:00-1:00 pm Lunch and Roundtable Discussions 1:00-4:00 pm Speaker: Kathy Green 4:00-5:00 pm Networking and Cash Bar
About the Speakers:
Kevin Hegebarth, VP of Marketing and Product Management for HireIQ Solutions, Inc. will present "Best Practices in Agent Recruitment, Selection and Engagement." In this informative, interactive presentation, you will learn field-proven strategies and tactics in improving the agent recruitment and hiring process, reducing workforce labor costs, and improving overall operational performance. Kevin has over 30 years of industry experience with leading technology and software companies that provide solutions designed to improve the recruiting, hiring, performance, and quality of customer experience professionals. He is a frequent contributor to industry publications and has spoken at numerous industry events on topics such as workforce acquisition and optimization, the role of social media in recruiting and customer service, and innovative human capital management strategies. He is also one of ICMI’s top 50 thought leaders for 2015. Kevin is an inventor on a number U.S. patents relating to the use of predictive analytics in hiring and employee performance optimization. He can be reached at kevin.hegebarth@hireiqinc.com. Follow him on twitter: @kghegebarth
Kathy Green, Director of Talent Development for Midco, will present a topic that she is passionate about: “Consistently delivering exceptional customer experiences require creating a culture of employee engagement and empowerment by exceptional, caring leaders.” In this fun, energetic, and interactive workshop, Kathy will facilitate a conversation and breakout sessions to discover how to bring out the best in our employees through onboarding, ongoing development, empowerment, and engagement. Kathy will also discuss development as leaders, uncovering the importance of Emotional Intelligence, balancing management and leadership, and learning how to let go and trust employees to do the right thing. Kathy has 27 years of management experience, with the last 16 years in training and development at Midco.
EVENT DETAILS
Bring 4 or more team members and register for only $49 per person!
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