Six Key Elements of High Performing Teams to Deliver Outstanding Customer Experiences
Today’s businesses are experiencing change at an unprecedented rate. To win in omni-channel environments, customer service teams must recognize that training and working are no longer discrete events—they happen simultaneously. And to deliver exceptional customer experiences, support and service teams should look to an approach validated by over 500 customers and 1,500,000 learners.
Join Max Yoder, CEO and Co-founder of Lessonly, and Josh Streets, Sr. Leader Contact Center Operations at U.S. Cellular, as they share insights about what separates the best customer experience teams from the rest of the pack. They will walk through the six pillars of the Better Work Method, with a focus on how the top teams use learning and practice to drive greater individual, departmental, and organizational performance.
It’s time to reimagine team training—and do better work—together.
- How to use uncomfortable situations to better achieve goals
- Why high-fidelity learning is destroying productivity
- How to use learning and training to cut your onboarding time by 50%
- Why agents experience a 38% higher NPS score when learning is involved
- How U.S. Cellular used efficient and effective performance to enhance their customer experience in an omni-channel environment
Meet Our Speakers
Max lives in Indianapolis serving as the Co-Founder and CEO of Lessonly. Max and Lessonly are focused on building and delivering team training software that helps people do better work. Every day, Max is grateful that he was cut from the basketball team two years in a row.
Sr. Leader Contact Center Operations
Josh Streets is responsible for efficient and effective performance of the customer experience in an omni-channel environment for U.S. Cellular’s contact center operations. He was a key leader in the design and deployment of the Lessonly solution across customer service, sales and support. Josh brings 16 years of leadership and consulting experience in Fortune 500 contact center performance, with niches in: Technology Innovation, Business Results, Strategy & Workforce Management.
Execs In The Know
Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.
Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner.
Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.
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