Summer 2017 - Success Through People

Last week, Contact Center leaders met in Lodi at the corporate office of Clark Pest Control for the Summer 2017 Nor Cal Contact Center Association meeting. The theme of this event was "Success Through People" and featured a number of great presentations on various topics such as recruiting, hiring, goal development, agent motivation and engagement, and other similar topics. [Agenda]

Thank you to the event sponsor Aerialink, and Tevis Maher, Vice President, Strategy & Business Development, for flying out to California for our meeting. [Presentation]

Heidi Fretwell and Lauren Jones from Star Staffing presented on Recruitment Trends in the Contact Center.

Dr. Debra Bentson delivered a presentation titled, A Prescription for Contact Center Agent Metrics.

We ended the event with a panel discussion with experienced contact center leaders that shared their insights into how they recruit, hire, motivate and lead their teams. Thank you to the following members that were part of our panel discussion:

Mari Urrea, Contact Center Manager, Clark Pest Control
Sandi Ammons, Manager, Customer Service, Franklin Templeton
Lisa Han, Training Manager, California State Teachers' Retirement System
Matt Eubanks, Contact Center Section Manager, California State Teachers' Retirement System