and
Monday, Oct 03, 2011
A complimentary webinar for HDI members, ICMI guests, and the industry at large
HDI proudly supports Customer Service Week each year with motivating, inspiring, and
fun-filled activities that service and technical support organizations can use to boost
morale and motivation and promote teamwork. It's a time to reward front line performance,
raise company-wide awareness of the importance of customer service, thank other
departments for their support, and remind customers of your commitment to customer
satisfaction.
As a centerpiece for your celebration of Customer Service Week, kick off the week with a
3-part webinar series, filled with discussion starters, team-building activities, and
enough fun to fill the entire week. Participate in the full live event on Monday, or plan
something different for each day, replaying the webcasts from the HDI Webcast Theater at
a time that works best for you and your team.
Agenda (all times EDT)
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12:00 - 12:15 p.m.
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Orientation and Networking
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12:15 - 1:15 p.m.
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Featured Presentation: Twenty-One Golden Nuggets with Nancy Friedman
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1:15 - 1:30 p.m.
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Intermission: Networking and Resource Center Browsing
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1:30 - 2:30 p.m.
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Featured Presentation: How Do You Do It? with Doug Whittle
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2:30 - 2:45 p.m.
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Intermission: Networking and Resource Center Browsing
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2:45 - 3:45 p.m.
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Featured Presentation: Nice Bike! with Mark Scharenbroich
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3:45 - 4:15 p.m.
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Networking and Resource Center Browsing
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4:00 p.m.
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Prize-winners announced
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View the Webinar Recordings
Webinar recordings are available to HDI members only. Please
log in
or learn more about becoming an HDI member.
About Our Speaker(s)
Nancy Friedman
President
Nancy Friedman, president of Telephone Doctor, Inc., is one of America’s most requested conference speakers. Her program is designed to help call center supervisors and staff communicate better with their customers. She is the author of hundreds of articles and six best-selling books on customer service and communication skills. Nancy has appeared on Oprah, The Today Show, Fox News, CBS This Morning, Good Morning America, and CNN and was named one of the 25 Most Successful Businesswomen in St. Louis.
Doug Whittle
President
Doug Whittle is a corporate strategist and change architect who helps organizations and teams manage the transition from current to desired state. He has over twenty years of experience leading training, service, and support organizations in a corporate business environment and ten years as owner of a consulting firm. He specializes in the facilitation and development of strategic plans that support large-scale process and systems change. In addition, Doug facilitates and coaches executives, employees, and teams in the areas of leadership, team building, negotiation, and workplace relationships.
Doug provides facilitation and training on dozens of subjects that include leadership, organizational change, high performance teams, customer service, conflict management, communication, negotiation, facilitation, creativity, stakeholder mapping and relationship building, coaching, and influence/persuasion.
He is recognized for his expertise in the field of change management and organizational leadership. His transition management strategies integrate the critical areas of communications, organizational change, training, stakeholder engagement, leadership strategies, and support that result in lasting cultural change.
Doug developed and facilitates a Leadership Education and Practice (LEAP) curriculum that focuses on the themes of leadership at all levels and leadership by design-not accident. He has designed and facilitated over a dozen customized leadership development programs for both public and private organizations. He is also a certified facilitator for the Insights System, a personal profile tool that is used to increase effectiveness in personal work style, communication, teamwork, and management style.
Doug earned his Ph.D. in organizational leadership from Iowa State University. His dissertation focused on how to minimize the negative impact of mergers and acquisitions on the workforce. He co-authored the book titled, The manager
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