Thank you, Sponsors... Diamond Sponsor
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Kansas City Area PACE Chapter Event: Best Practices in Agent Recruitment, Selection and Engagement Tuesday, April 26th, 2015 ♦ 9 am to 4 pm CT Holiday Inn Express ♦ 12070 South Strang Line ♦ Olathe, KS 66062 Join us on Tuesday, April 26th, from 9 am to 4 pm 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 improve the recruiting and selection of the individuals that join your team. In addition, you’ll learn how to 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. If you pick the right people for your team, develop them and train them, they will 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. Featured Speakers Kevin Hegebarth and Kathy Green will discuss: • How to improve hiring decisions • How to increase talent performance • How to translate internal talent development into an exceptional customer experience In addition to the featured speaker, you will also have a chance to hear from Kansas City area professionals on a panel about successful hiring practices, talent performance management, and incentive programs. Be sure to bring your questions! Agenda: 8:30 - 9:00 AM Registration 9:00 - 9:15 AM Central Chapter Welcome and Introductions, Rebecca Carr, Central Chapter President 9:15 – 10:45 AM Best Practices in Agent Recruitment, Selection and Engagement 10:45 – 10:55 AM Energy Break 10:55- 11:30 AM Best Practices in Agent Recruitment, Selection and Engagement 11:30 - 12:30 PM Lunch and Networking 12:30 - 1:00 PM Panel Discussion: Driving Retention 1:00 - 1:10 PM Diamond Sponsor Present: Avtex 1:10 - 2:45 PM Exceptional Customer Experience through Employee Engagement 2:45 - 2:55 PM Energy Break 2:55 - 4:00 PM Exceptional Customer Experience through Employee Engagement followed by Closing comments / Thank speakers and sponsors
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
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. |
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