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Schedule 2024

Session 104: Thriving Post COVID Chaos: Reinventing Best Practices

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)

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 reinventing, experimenting and re-launching tried and true best practices associated with:

Career Pathing Processes
Onboarding and training
Hiring the Right People
Leveraging native system technology
Process re-engineering and simplifications


~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