Dee
Nilles is a recognized industry leader in contact center and operations
management. With over 20 years of experience, she has acquired a deep
understanding of contact center operations and has been successful in
developing, optimizing and improving operational performance in contact centers
around the world. What she is most known for is driving results through
programs that are designed for the employees and has been a sought-after speaker
for industry events and seminars. Attendees of Dee’s courses have
appreciated her enthusiasm, energy and passion. With her 18+ years’
experience at Microsoft, she worked with BPO companies throughout the world to
deliver strategic initiatives, program development, and implementations of
services to improve operations that support the employees and drive overall
customer experience and revenue.
In
addition to her role at Microsoft and now GamEffective, Dee provides services
and consultation with companies and organizations in developing teams at levels
of strategic direction, cost containment/improvement and customer
satisfaction. Her experience spans across organizations for customer
service, sales, accounts & billing, and technical support and for all support
modalities (Phone, chat, email, and social media).
Dee’s
last role at Microsoft was managing and deploying key strategic initiatives
across global consumer and commercial teams focused on “Making Agents
Great”. This included her first experience with gamification in
partnership with Gameffective at creating and deploying a program focused on
driving agent behaviors across 30+ sites globally, 7 languages, and over 18,000
agents supporting all Microsoft Consumer products.
Check out the incredible speaker line-up to see who will be joining Dee.
Download The Latest Agenda