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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Session 101: Leadership Can Be Taught- Here's How to Do It

Hannah Steiman  (President & Chief Strategy Officer, Peak Support)

Location: Session page in app

Date: Wednesday, May 17

Time: 1:00 pm - 1:45 pm

Session Type: Session

Vault Recording: TBD

C-level executives consistently say that leadership development is one of their biggest challenges. Yet many companies have no leadership training program at all. Leadership training is particularly critical for call centers, where most leads and managers have little to no formal management education. At Peak Support, we believe leaders are made, not born. We've trained hundreds of leaders, giving them the confidence and skills they need to thrive in their roles. In this talk, we’ll discuss what we teach and how we teach it. We’ll discuss the 5 Principles for Adult Learning and share a checklist that anyone can use to ensure their trainings are as engaging and effective as possible. We'll provide an overview of the 10 topics we consider critical for any leadership development program and do a deep dive into some of the key concepts. All participants will be able to download the complete curriculum for our Emerging Leaders Program, the keystone of our leadership training program, including slides and facilitator guides for each session.