Nate Brown, Manager of Client Services at UL in Nashville, TN
Top Fun – The New Rules of Engagement
Grab your aviators and join the HDI elite as we learn how to engage our top customer service talent. Have you given your employees a good reason to not only stay but to perform at their highest level? We all know the cornerstone of the customer experience is the employee experience. As leaders, it is our job to create a compelling atmosphere your staff can be proud of. With a special focus on Gamification, this session will give you the tools and knowledge you need to create a service environment worth sticking around for!
Your roadmap to engaged employees:
Creating a Foundation of Trust – Before any new program or initiative can be successful, the leader must design an ecosystem of trust and sincerity. Authentic relationships with co-workers act like superglue for employee retention. Learn the communication techniques to build trust and the common pitfalls to avoid.
Give Them a Story to Tell – The service center can be a soul-sucking place to work. It can also be extremely exciting and rewarding. The difference is the culture that leadership creates. By using gamification techniques and other intrinsic motivators, you can give your employees something to talk about. Learn the strategies used by UL to drastically reduce employee turnover and change the culture of our service center.
Eliminate the De-motivators – One of the primary reasons great customer service professionals leave is due to repetitive problems that are never resolved. Learn how to identify such de-motivators and properly lead a change initiative to eliminate them.
These and other learnings from this session will be just the ticket needed to take your employee experiences to the next level. Be sure to get a seat in this exciting session!
“Nate was raised in Seattle, Washington, but has lived all over the South East since then. Most of his afternoons were spent kicking around a golf course, followed by evenings in the game room. The pinnacle of his youth came when he won a talent show by reenacting Disney’s “The Lion King” on rollerblades.
Once the country club dream faded into real life, Nate attended Toccoa Falls College in Northeast GA as a business major. He began working for a safety technology company soon after graduation and has been working to make workplaces safer ever since. He has held a variety of roles in the services department of UL Workplace Health and Safety including Customer Service Representative, Migration Consultant, Training Manager, and Support Manager.
More recently Nate has been participating in the larger support community through blogging and speaking. He has led sessions on Customer Effort Score, Gamification, and Employee Engagement at the HDI and ICMI Conferences. He is also the author and founder of the blog CustomerCentricSupport.com.
More personally Nate has two daughters and wife who capture most of his attention and time. He finds his home in Nashville, Tennessee where he enjoys disc golfing, fishing, photography and serving in his local church.”