Become a leader in customer experience innovation and master the art of experience management.
Lisa has an extensive background in the contact center industry, spanning over 25 years. She has held various roles -- agent, trainer, coach, quality assurance, and leadership positions. Lisa’s management style is hands-on. She stays close to customers and her team’s experiences by handling phone calls herself, managing emails, and addressing escalations periodically, all of which allow her to maintain proximity to both customers and the technology utilized in the center. She takes satisfaction in performing tasks alongside her team and continues to derive enjoyment from every moment of it.
Tuesday, July 16th
1:00 PM Employee Experience Management: Coaching & Development Strategies for the Modern Employee
The employee experience is still a critical initiative in 2024. In a hybrid world, it can be difficult to manage, track and understand your employee experience. Getting it right is a non-trivial task - getting it wrong, however, is not an option.
CCW Excellence Award Winner and Best of the Best Manager, Lisa Strate breaks down how leaders can build a quality agent coaching and development program for the modern employee. Sharing her approach to management, she will share insight on how to add value to the employee experience while enhancing key metrics and hitting KPI’s.
Using tools like SMART goals and refined coaching techniques, leaders can leverage insights they have about individual employees and define a tailored approach that meets the needs of the entire team.
Join this session to learn about:
- Training and development in 2024
- Leveraging accountability to establish a high performing team
- Strategies for collecting and analyzing feedback for EX
