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How to Catapult your Contact Center through the Next Wave of Customer Expectations

Date: Thursday, March 3rd, 2016 at 11:15am
Location: Allen County Public Library-Mtg Room C
900 Library Plaza, Fort Wayne, IN 46802

Twenty-four years ago, Steve McKinney sat down at a desk and put on his first Plantronics headset and started what would be a long and successful career in contact centers and customer service. With the foundation of working as an agent for several years, Steve kept that perspective as he grew into management roles at United Health Care, Hewlett Packard, LifeLine Communications, and Uniden America. Steve’s success in Contact Center Management was due to a simple philosophy, “Take care of your staff and they will take care of your customers”. In management, Steve always strived to equip his staff with the necessary tools to empower each of them to provide outstanding customer care. His achievements in customer advocacy have been highlighted in various trade magazines. In 2004, 1 to 1 Magazine gave Steve the national award as a fierce customer advocate.

In 2004, Steve discovered a unique skill set he possessed. By combining his operational knowledge of contact centers with a growing passion for industry leading technology, he launched a new career in consulting and deploying customer experience software. In the last decade, Steve has had the privilege of working across North America with organizations such as The United States Air Force, DeVry University, Emerson, Panera Bread, DirecTV, DISH Network, Proctor and Gamble, Social Security Administration, Comcast, and General Electric.

Steve resides in Indianapolis, Indiana and is the Director of Consulting for Communications Products Inc. Steve enjoys presenting his industry expertise at contact center events throughout the United States and has created a buzz in the Midwest for his presentation about GenY and being ready for the customers of tomorrow.


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