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WFO2020

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Top Tips for Virtual Employee Engagement

Thursday Nov 12, 12:00 PM – 1:00 PM EDT — Recording



The trend towards remote work was already increasing prior to the current crisis, but the pandemic changed our organizations faster than we ever dreamed possible.  We have had to rethink what our employee experience looks like and find ways to adapt many elements of our in-person culture into virtual experiences.  It will take a fresh approach to employee engagement to keep your company culture alive and retain your employees.  

Come to this session to hear strategies and tips for employee engagement to help you navigate this new territory and keep your virtual workforce engaged.
 

Presenters:

Justin Robbins, JM Robbins & Associates

Justin Robbins Justin Robbins, JM Robbins & Associates

Justin Robbins is the founder of JM Robbins & Associates, a US-based consulting firm that helps organizations maximize the strategic value of their customer experience initiatives. He is a customer service expert, professional speaker, and business consultant who’s coached and consulted with thousands of individuals around the world on contact center and customer experience best practices. Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer experience teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, a professional member of the National Speakers Association and featured expert for mainstream media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News.


Marshall Lee, Director of GWFM, TTEC

TTEC.Marshal.Lee Marshall Lee, Director of GWFM, TTEC

With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CRMXchange. He is currently a Director of GWFM at TTEC; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.


Christine Gorder, Business Implementation Consultant, Wells Fargo

Wells Fargo.Christine_Gorder Christine Gorder, Business Implementation Consultant, Wells Fargo

Christine serves as a Business Implementation Consultant for Wells Fargo: Community Bank Centralized Supervision. Christine has been in the contact center industry for over 20 years. Her experience includes managing programs related to web development, quality assurance, learning facilitation, instructional design and speech analytics. Most recently she has worked as a Business Consultant focused on mitigating risk in the financial services industry through data analytics, process design, quality assurance, and centralized supervision.


Barb Bleiler, Data Solutions Architect, County of Rock

Barb-Bleiler Barb Bleiler, Data Solutions Architect, County of Rock

Barb Bleiler loves how quality and data work together and she isn’t afraid to share that story with other people. She brings to the table experience from working with operational areas, leading teams, having departmental oversight and large project implementations. Her heart remains with partnering with people to create collaborative results that bring successful business achievement. Barb is a happy mother of two, and a NaNa of twin grandsons. In her spare time, she is attempting to learn the fine art of quilting, but falls back on reading and gardening and online gaming (no, not casino either).