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Article : Rosetta Hartley, Senior Manager, Walmart, Picked Up Numerous Contact Center Best Practices At Our Conference & Shares Her Thoughts On Networking

Sr. Manager, Benefits Service Team
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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 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 Good conference, or bad conference?
Rosetta: Excellent conference. Why?
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. 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. 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. 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. 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. 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.

Want to see more from this video on the Youtube channel? - over 200+ interviews available at this link

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 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

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.

#contactcenterworld, @walmart

About Walmart:
Company LogoWal-Mart Stores, Inc., branded as Walmart, is an American multinational retail corporation that runs chains of large discount department stores and warehouse stores.
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About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Finding The Right Vendor

Read today's tip or listen to it on podcast.

Published: Monday, September 8, 2014

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2022 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
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Recruitment Consulting Services
Assessment Centre Design and Facilitation

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