Beth Gauthier-Jenkin (Vice President Customer Experience and Human Resources, Gopher Sport)
Chelsey Johnson (Education and Quality Manager, Gopher Sport)
Sarah Gibart (Senior Effortless Experience Manager, Gopher Sport)
Location: Java Sea 2
Date: Wednesday, October 23
Time: 10:15 am - 11:15 am
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Case Study
Vault Recording: TBD
Many contact center teams can cite negative impacts to results, morale, and retention due to the COVID pandemic, during the crisis, and for a time afterwards. The Gopher Sport contact center (2018 ICMI Best Small Contact Center recipient) was hit hard due to a dramatically changing business landscape but has returned stronger than ever. Join us as we share our experience regarding recommitting to and restoring tried and true core principles associated with:
Hiring the Right People
Leveraging native system technology
Training and Quality
Process re-engineering and simplifications
Career Path Processes
Creative example of a developed career path in a contact center environment
~Insights and easy to implement training approaches to improve learner engagement
~Hard lessons learned related to hiring the wrong people and how to fix it
~Continuous improvement methods to systemically make the work in your contact center better through simplification