Sept. 19, 2018
Meeting of the Minds - An Afternoon of Customer Support Idea Sharing and Tour of Hayneedle
We started the afternoon with a tour of Hayneedle’s new office and learned all about their company and their approach to customer service.
Then, our sponsor, Zendesk presented on how to unleash the power of Live Chat. Our attendees participated in engaging round table discussions for the remainder of the afternoon regarding their customer support channels, reducing customer effort, agent productivity, and adapting to a modern workplace.
March 28, 2018
Why Employee Experience Matters - How to Attract, Motivate and Retain Top Talent!
It was a jam-packed afternoon and we were delighted to have Brian Costanzo, President and CEO of SOCAP International in attendance. We started the meeting off with Round Table discussions, allowing the attendees to share how their companies are engaging with the employees and unique ways they reward and motivate their staff. We then heard from our sponsor Snowfly on how their gamification-based incentive and recognition programs are inspiring performance and loyalty in today’s workplace.
Ryan from 24-7 Intouch shared some incredible ways that his company is helping employees and creating an amazing employee experience. We ended the day with a presentation from Conagra Foods on The Happiness Advantage - The Seven Principals of Positive Psychology that Fuel Success & Performance at Work.
Thanks so much to Snowfly for sponsoring this event and for presenting ways that Gamification can help keep employees motivated!
Sept. 27, 2017
Best Practices in Training
In this half-day event, we explored the world of training. We heard from Lessonly, an Indianapolis based company who provides modern learning software for customer service teams. Following that, a panel discussion featuring some of our very own Heartland members provided information on how they deliver training for both traditional and at-home based programs. We then offered round table discussions, giving the attendees an opportunity to share their best practices and calibrate with other professionals in the Greater Omaha area.
Thank you to our event sponsor for helping make this day a success!
June 8, 2017
Quality Monitoring: Speed Round Tables
We put the “Q” back in our Quality Monitoring programs with this half day workshop where our attendees were able to calibrate with other professionals in the area. We started the day with a presentation by Aspect Software, who graciously sponsored the day's event. After that, we moved into the round table discussions where we talked about our companies QA forms, how our programs are run and Training/Coaching/Delivering Feedback.
Following the event, we provided a happy hour off site for additional networking.
Thanks again to our event sponsor:
March 30, 2017
Being Proactive vs. Reactive in the Age of Digital
In the morning, we heard from The Nerdery who broke down the complex world of digital as it relates to customer care and explained how digital is transforming our businesses.
In the afternoon, The Nerdery presented a case study on Customer Journey Mapping and we conducted a panel discussion to hear firsthand from Nebraska Furniture Mart and Conagra Brands on how they are being proactive in this digital era.
We asked attendees to bring donations for wipes and diapers which we donated to Bethlehem House. We collected over 1,900 wipes and almost 600 diapers!
A big THANK YOU to our sponsors for the day: The Nerdery and 24-7 Intouch.
Sept. 27th, 2016 - Meeting and Gallup Tour
Building (and Flexing) a Strengths-Based Culture
In the morning, Brandon Rigoni, Ph.D. of Gallup shared how research shows that the best opportunity for people to grow and develop, and net the greatest return on investment, is to identify the ways in which they most naturally think, feel, and behave, and then build on those talents to create strengths. People who know how to use their greatest talents everyday create individual, team, and organizational engagement, and success.
More than a decade ago, Gallup unveiled the results of a landmark 30-year research project that ignited a global conversation that would change human development. Now, more than 14 million people have taken Gallup’s Strengths-Based leadership assessment which has allowed them to focus on developing what’s right with people (strengths) as opposed to what wrong (weaknesses).
In the afternoon, Brian presented on How to Attract, Retain, Engage, & Develop The Millennial Generation. We also allowed time for round table discussions, giving attendees the opportunity to meet with their teams, learn about each others' top 5 strengths and create some action plans for back at the office.