Upcoming events

    • 07 Feb 2019
    • 8:00 AM - 11:00 AM
    • Eagan Community Center 1501 Central Pkwy, Eagan, MN 55121
    • 48
    Register

    Contact Center leaders face similar challenges every day. Are there new ideas or solutions that other leaders have implemented that you could learn from? Perhaps you have an idea to share that others can learn from! This Share and Learn event is an opportunity to discuss relevant topics chosen by our members with peers and industry experts.

    Topics:

    • Employee Engagement and Satisfaction
    • Managing Attrition
    • Measuring Performance: KPI's, QA, and Performance Management
    • Soft Skills Training
    • Technology Trends

    We will discuss each topic in a round table format allowing each group to discuss each topic, followed by a summary from each table. We will also have industry experts on hand to provide additional feedback and guidance.

     Take advantage of your MWCCA membership with this great networking and learning event! You'll return to your office with new ideas, solutions, and peer contacts that will help you and your organization.

    This is a limited seating event, so sign up today! 

    • 06 Mar 2019
    • 8:00 AM - 12:00 PM
    • Ecolab 655 Loan Oak Drive Eagan, MN 55121
    Register

    Customer Experience (CX) - whose job is it anyway? Quite simply, a successful customer experience is owned by the CEO and driven by executive leadership from all departments.

    Join contact center industry expert, Christa Heibel, as she talks about how contact center executives can best utilize their internal and external resources to enhance customer service and the customer experience. She will discuss the link between the CEO and CX, why executive leadership is crucial for CX growth, and how CEO and practical ways that executive leadership can take responsibility.

    This includes strategic and tactical ways to lead CX from an executive level such as driving leadership development, employee engagement, and consistent feedback from both customers and employees. 

     Speaker Bio

    Christa Heibel has been a driving force in the contact center industry for the past several years, known widely as an influencer and C-suite business growth and strategy expert. Christa leads CH Consulting Group, a nationwide network of Customer Experience Consultants who specialize in the Omni-Channel Contact Center. 

    Christa brings 25+ years of customer experience and omni- channel contact center experience to the table where she has successfully developed, implemented and managed numerous contact center operations and programs across the U.S. She has cultivated a career marked by her passion for helping  businesses reach their full potential using a holistic approach that recognizes the success of an organization lies in the strength of its people, processes and technology.

    She is known widely for her "back-to-the-basics" leadership, operational management, process development and training. 

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