Washington DC Customer Service Leaders Academy

The Customer Service Leaders Academy is an exclusive live event series that brings support leaders together to learn, network, and share the latest strategies in customer engagement.

AGENDA:

9:00am - 9:30am: Networking and breakfast

9:30am - 12:30pm: Training sessions and discussions covering the following topics:

1. Supporting multiple channels

• What to consider when rolling out multi-channel support.
• How we manage multiple channels and what we learned about training, staffing, and managing our recent chat channel rollout.
• The improvement to customer satisfaction we saw and the best practices we learned for handling chat sessions.
  

2. Building a great support team

• Our strategies for building a great team.
• How we’ve structured our organization, how we onboard and train new agents, our approach to coaching, the options we provide for career development and empowerment that support both the agents’ and the team’s goals.
• Our support culture and our team’s core values for providing great customer service.
  

3. Maintaining a balance between customer and agent satisfaction

• What we’ve learned about aligning individual and team goals.
• How we maintain the balance between the need to deliver a high-level of customer satisfaction and also ensure our agents’ job satisfaction.
• The tools we’ve created to measure our agents’ job satisfaction and what we learned from those results.
  

This is a small, exclusive event designed specifically for leaders in customer engagement and support. Space is limited. If interested, please consider reserving your spot as we're expecting to fill up quickly.