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ICMI's Contact Center Expo 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.

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Session 502: Leading Through Change While Providing Peak Support

Hannah Steiman  (President , Peak Support)

Bianca Lazaro  (Vice President, Peak Support)

Daniel Gutierrez  (Chief Financial Officer, Peak Support)

Location: Coral Sea 1

Date: Thursday, October 19

Time: 11:30 am - 12:30 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

Leadership in a stable environment is one thing. Leading through massive upheaval and change is another.

In 2023, CX leaders are being tested as never before, as they deal with multiple rounds of layoffs, economic uncertainty, and new trends in artificial intelligence. They must motivate their teams, meet ever more demanding KPIs, and maintain a positive culture while their companies navigate these forces and more. Other leaders are scaling their teams and dealing with the associated challenges. In this session, we will talk through a case study of managing through change. While Peak Support was doubling in size, we transitioned 1,000 contractors to employees, a change that required completely changing all of our team members’ compensation structure. Learn how we did it and how you can apply universal principles to managing through any type of change.