Wild Wednesday Webinar: “WOW Starts with You!"

  • 02/28/2024
  • 11:30 AM
  • ONLINE

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The Employee experience directly impacts the Customer experience, (EX=CX). In this presentation we will review Ten Best Practices that help to develop a highly engaged culture that ultimately drives Legendary Customer Experiences.

Learning Outcomes:

- Best Practice for Hiring the right fit.

- Performance Score Cards that Motivate.

- Creating effective recognition programs.

- Developing a self-sustaining organic culture.

About Jim:

Jim Thomsen has been the VP of Customer Success at Showdown Displays for the past 10 years. His focus is on building highly engaged and World-Class teams that are driven to deliver Legendary Customer experiences on every interaction. Jim's teams have a long history of being recognized for excellence, and some of the recent awards are as follows: 2020 Best Contract Center (ICMI), 2021 Best in Class Runner-Up (CCW), two consecutive years, 2022 & 2023, winning the Global Gold Medal for Best Customer Service (Contact Center World). In addition, individual leaders on his team have received Industry recognition with 3 of his managers being named "Best of the Best Contact Center Manager" in 2023 (CCW), along with one of the Senior agents being named "Best Contact Center Trainer" (ICMI) in 2023. Lastly, Jim has been honored with being named Customer Contact Leader of the Year in 2020 (CCW) and Customer Service Executive of the Year in 2023 (ABA).
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