Article : Rosetta Hartley, Senior Manager, Walmart, Picked Up Numerous Contact Center Best Practices At Our Conference & Shares Her Thoughts On Networking
A first time attendee at the Top Ranking Performers Awards in Orlando, Rosetta Hartley, a Senior Manager with Walmart, an American multinational retail corporation that runs chains of large discount department stores and warehouse stores. Hartley spoke with ContactCenterWorld.com about her experience. She talks about the valuable information gained and the networking opportunities that exist with other industry peers.
Here is the full (transcribed) interview.
If you are interested in hearing best practices at the 2014 Top Ranking Performers 'Best in the World' Conference taking place 10-14th November in Las Vegas, U.S.A. (details here www.contactcenterworld.com/conferences/?confarea=VEGAS)
ContactCenterWorld.com: Good conference, or bad conference?
Rosetta: Excellent conference.
Rosetta: Because the people that were presenting are your day to day people. They know the experience. Any kind of contact center conference that I have been through before is a lot of sales pitches, or people that may have a strategy, but really don't get to do it every day. These people do it every day, and they have a passion for it, and that is what makes it exciting.
ContactCenterWorld.com: Why did you enjoy this conference, and why would you potentially recommend it to other people in the industry?
Rosetta: The presenters were definitely day to day presenters, meaning they get the business, it is not a sales pitch, it is about their best practices, what they have learned from their experience. It was amazing to see their passion for the roles the play in the contact centers.
ContactCenterWorld.com: All-star presenters too. Cream of the crop. Otherwise they wouldn't be up on stage. They had to go through a process to get here so you are really hearing from industry leaders, especially in this region. Would you agree?
Rosetta: Yes, the service representatives and supervisors that you brought in and were on stage and presenting; I would give anything for mine to be that fabulous. I was in awe that they had the ability to get up there and speak to their business and enjoy it so much.
ContactCenterWorld.com: How many notes did you actually take away from this?
Rosetta: So you gave us a workbook right, and it had 20 pages in it. So I took that workbook full and 4 additional pages of notes. Lots of best practices, lots of ideas. It wasn't just what they were saying, because I know that I get a copy of the slides later, it was really what it sparked in imagination, what it sparked in passion. We could do this, or we could do that. It really gave you some good ideas to move forward.
ContactCenterWorld.com: It is not industry specific. You might be able to take something from finance, or any industry sector and say as a contact center that "I might be able to take that and twist it to my own benefit". Is that fair to say?
Rosetta: It was definitely about contact centers. It wouldn't matter what industry you are in, or what your job title is, if you work in a contact center, this is the place for you. This is definitely a conference to get involved in.
ContactCenterWorld.com: Will you come to Vegas?
Rosetta: I want to come to Vegas. I am definitely coming next year, but I want to come to Vegas.
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You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit www.ContactCenterWorld.com/conferences for conferences. For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit www.ContactCenterWorld.com/worldawards.
The Contact Center World winners will share their best practices on 10-14 November, at the ninth annual Global Best in the World conference in Las Vegas, Nevada. www.contactcenterworld.com/conferences/?confarea=VEGAS
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Wal-Mart Stores, Inc., branded as Walmart, is an American multinational retail corporation that runs chains of large discount department stores and warehouse stores.
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 145,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link http://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Monday, September 8, 2014