June 24 - 28, 2019
The Mirage, Las Vegas

Jared Benesh

Executive Director of Contact Center Technology / Product Strategy
Quicken Loans

4:00 PM Cultural Transformation + Digital Transformation: Get Executive Leadership in Cadence with Customer Contact Strategy

  • Shift cultural norms to understand the necessity of technology to catalyze success
  • Understand motivations of senior leadership to drive engagement at all levels
  • Technology is not “optional” and drives the results rather than the “why”

10:50 AM RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance

  • How to stop playing “Whack-A-Metric” with agents and drive successful behaviors
  • Establish the cultural buy-in to leverage coaching as a tool for success
  • Evolve beyond “carrot and stick” to behavior-focused motivations

Check out the incredible speaker line-up to see who will be joining Jared.

Download The Latest Agenda