Moderator:
Regan Heckethorn, Vice President of Operations, Allegiant nonstop

Session Abstract:
Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding the best talent? Do you feel like your employees don’t reflect your companies service values? This session will unpack how Allegiant launched a focused customer experience culture by reinventing the recruiting and selection process – in the process transitioning from a typical “fill a seat” task to an aspirational, “fill the future” mindset.

Key Take-Aways:

• Insight on why identifying passion, desire, drives and “heart” in the first interaction has proven successful for both the employee and the company
• Blueprint for successfully letting the trainers train skill for success
• Best practices for engaging leadership in the hiring process and incorporating behavioral, conversational and personality trait recognition techniques