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Schedule 2025

Session 201: Gopher Sport's Playbook for Contact Center Excellence

Beth Gauthier-Jenkin  (VP, Customer Experience, Gopher Sport)

Sarah Gibart  (Senior Effortless Experience Manager, Gopher Sport)

Chelsey Johnson  (Education and Quality Manager, Gopher Sport)

Location: Coral Sea 1

Date: Wednesday, October 29

Time: 11:30 am - 12:30 pm

Pass Type: Core Pass, Premier Pass, Premium Learning Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Case Study

Vault Recording: TBD

What does it take to be a multi-year winner of ICMI’s Best Small Contact Center award? Gopher Sport’s Customer Care team knows — and we’re ready to share our high-performance strategies with you. In this energetic, idea-packed session, Gopher Sport’s leadership team will break down the practical, scalable methods they use to drive continuous improvement, employee engagement, and a next-level customer experience. Whether you're leading a small team or a large-scale operation, you’ll leave with a playbook full of repeatable, winning moves that boost morale, performance, and results.

Takeaway

~Team approach to growing and maintaining an engagement
~How to create a front line career path to positively influence success
~Effective teaching: Educating team members to leverage "just in time learning"