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Executive spotlight - Hear how Office Depot delivers extraordinary customer service in extraordinary times

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For the majority of companies, the global pandemic drove rapid shifts in working conditions. The impact - an immediate downturn in productivity, lower customer service quality and a decline in sentiment scores.

However, while most contact center leaders scramble to make sense of the "New Normal", some organizations have deployed tactics that turn their customer service reps into zen-masters and their contact centers into islands of calm for their clients.

Join this session to hear insights from Robert Hearst, Sr. Customer Service Manager at Office Depot, and Dee Nilles, Business Program Director at Centrical and previously Sr. Business Program Manager at Microsoft to learn how they do it. 

During this session, our speakers will share tips on:

  • Empowering your agents to deliver excellent service wherever they are
  • Rapidly adapting customer service operations to a dynamic business environment
  • Ensuring employees stay engaged, connected and productive in remote teams.
  • Turning turmoil and crisis into an opportunity to shine for your clients


About centrical

Centrical employee engagement, training and performance management solutions help thousands of employees worldwide meet and exceed their goals daily. It does this by blending personalized microlearning with advanced gamification and real-time performance management. Centrical’s platform produces improvements like 40% faster onboarding, a 3.5X improvement in learning engagement, and 12% improvement in employee productivity. It can be easily integrated with all leading enterprise systems.

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About the Speakers

Robert Hearst, Sr. Customer Service Manager @ Office Depot

For the past 7 years, Robert has been managing operations for Office Depot's customer service call centers.Office Depot is an American office supply retailing company headquartered in Boca Raton, FloridaUnited States. The company has combined annual sales of approximately $11 billion, and employs about 38,000 associates with businesses in the United States. The company operates 1,400 retail stores, e-commerce sites and a business-to-business sales organization.

Dee Nilles, Business Program Director @ Centrical

Dee is a contact center industry veteran with over 20 years executive experience leading operations, performance management and customer service in large scale enterprise contact centers. Most recently, Ms. Nilles served as Senior Business Program Manager at Microsoft Consumer Support Services, where she oversaw strategic and daily operations at multiple global call centers. At Microsoft, Dee has managed and deployed a wide variety of key strategic global initiatives such as: Gamification programs, Agent Enablement, Supplier support model (No Agent Left Behind Program), and co-creation projects through Making Agents Great Programs.