ON DEMAND WEBINAR
The Future of Contact Centers: 3 Steps Leaders Need to Take Now
KellyConnect—a remote agent trailblazer with over a decade of experience providing innovative contact center solutions—hosts Brad Cleveland, Founding Partner & Former CEO of ICMI, for a robust discussion about the 3 key steps CX leaders need to take to engage agents and prepare their contact center for the future.
Watch the Webinar Today!
3 Steps Leaders Need to Take, Now
Agent turnover, operational inefficiencies, and ineffective remote or hybrid work models can easily stand in the way of building a contact center of the future.
In this 60-minute webinar:
Join Brad, along with KellyConnect industry experts, Jeff Christofis and Jane Livermore, for a robust discussion about the future of contact centers and common pitfalls that prevent even the most tech-savvy contact centers from achieving success including:
- Tangible ideas for preparing your contact center for the future and maximizing ROI
- Insights about alternative staffing models
- Effective strategies for keeping agents engaged and customers satisfied
Meet our featured speakers
Founding Partner & Former CEO of ICMI
Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. A sought-after consultant and speaker, he has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, American Express, USAA, the University of California, and others. He’s also advised governments in the United States, Australia, and Canada.
He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine,Forbes, U.S. News and World Report, CNN Money, Kiplingers, the Los Angles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), NPR’s All Things Considered, and the in-flight programs of several airlines. He has received numerous industry awards in the customer service and customer experience fields, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May of 2012, Brad was recipient of ICMI’s Inaugural Lifetime Achievement Award.
Brad was founding partner and former CEO of the International Customer Management Institute (ICMI) now part of London-based Informa plc. He remains a senior advisor to ICMI.
VP & KellyConnect Practice Leader
Jeff is a subject matter expert in contact center management, help desk and IT support, with responsibility for leading KellyConnect; the customer service outsourcing and managed services business unit of Kelly.
With more than 30 years of leadership experience in a number of business verticals, Jeff has extensive knowledge of industry best practices within customer service, IT help desk, and IT service management, with expertise in the Information Technology Infrastructure Library (ITIL), Lean Six Sigma, Total Quality Management, and COPC.
He has overseen all aspects of IT and Customer Support ranging from Solutions Design, Operations, Learning & Development, Staff Management, Account Management, and Sales.
VP of Operations, KellyConnect
Jane joined Kelly Services in 2013 and leads over 6,000 virtual performers supporting the world’s largest multi-national technology company that designs, develops and sells consumer electronics, computer software, and online services.
With over 20 years of leadership experience in Customer Care and Contact Center Operations, Jane offers a world of client experience and operational insight. Her leadership style and philosophy revolves around mutual trust and respect as key components to foster growth and creative thinking by providing a fun and collaborative setting. Leveraging individual strengths forms a powerful energy that drives success. Jane has served as a member of both SOCAP and the International Customer Service Association and is a graduate of the Disney Institute program, “The Disney Approach to Quality Service”.