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Pre-12: MasterMinds: Support Center Leadership

Tuesday, April 9 at 9:00 AM

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MasterMind: "Coordination of knowledge and effort, in a spirit of harmony, between two or more people, for the attainment of a definite purpose." – Napoleon Hill

Are you a technical support or service management leader who's looking for a unique opportunity to network, share, and learn from the experience of leaders who share your same pain points and challenges? MasterMinds is a place for professionals across all industries and from organizations large and small to bring their unique challenges, collaborate on innovative solutions, and gain long-term benefits from a new group of peers in leadership roles across a variety of industries. MasterMinds will help you develop new skills to bring back to your workplace and put into immediate use. Take a deep dive into topics and issues like (but not limited to):

  • The current leadership landscape: lifelong learning, diversity, and inclusion
  • Current pain points and challenges, crowdsourced from the group
  • Case studies on recent projects or implementations
  • The future of service management in the enterprise
  • Managing a remote workforce

Come to experience an open forum where you'll receive individualized advice, hear diverse perspectives, and build connections, relationships, and skills that will endure.

Fancy Mills

Group Training and Content Director

UBM

Fancy Mills has more than 20 years of experience specializing in consulting, training, and human resource development. As the current Group Director of Training and Content for ICMI and HDI, her focus is working with support centers and contact centers across various industries to optimize their performance. As a former consultant and HDI business associate, she's certified thousands of service and support directors, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and consulted for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy received her MS in human resource development with a specialization in adult education from Texas A&M University; she's also served as a session and keynote speaker for various industry conferences and events, and contributed to Cultural Impact on Conflict Management in Higher Education.