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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 501: Why curiosity and chaos are key to building teams

Dan Smitley  (Strategy and Optimization Czar, Call Design)

Location: Session page in app

Date: Thursday, May 18

Time: 2:45 pm - 3:30 pm

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: TBD

Weve all had those people that looked amazing on paper. Their resume is *chef's kiss*, their experience is exacting what you're looking for, and their answers in the interview are great! But then they join your team, and it just doesn't work. Whether you're building a team from scratch or filling in some gaps, finding the right people is hard! Throw in the latest "Great" (resignation/reshuffle/reassessment) and it can feel impossible to find the right people for your team.

Join Dan Smitley as he talks through his personal experience of growing his team x5 in 3 months. Why he focused more on someone's curiosity than their experience and how someone feels in chaos is more telling than what they do in chaos. You'll also walk away with key questions you can take back to your interviewing process to implement in your organization.


1) A list and reason of skills to look for when building out a team
2) Tips on what to look for during interviews
3) Specific interview questions to ask to find the skills