Building and Leading an Exceptional Team

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Matt Dale, Vice President of Customer Support, Illuminate Education

Exceptional CX starts with the folks interacting directly with your customers. In this session, Matt Dale will share his experience growing a customer support team from two agents in one office to more than sixty agents in 9 offices around the US and overseas. He'll talk about effective communication strategies, using metrics to drive the right performance, fostering teamwork in a rapidly changing environment, and what to do when things are broken and people are frustrated.

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