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Session 203: Ask the Experts: Employee Experience

Wednesday, August 5 at 11:30 AM

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Everyone has questions about employee engagement and experience, but they don't always know where to go to get answers. This panel discussion, featuring some of the industry's leading people experts, will be an open forum where attendees can get answers to all of their burning people questions.

• What are the latest developments in employee engagement and experience?
• How will employee engagement and experience change in the next decade?
• How does employee experience impact the customer experience?
• What are some proven methods for tracking, trending, and improving employee experience over time?
• What are some ways to diagnose and understand the underlying drivers of high/low employee engagement?

Led by HDI's Fancy Mills and packed with valuable insights, this panel discussion will undoubtedly demonstrate the important business benefits that a satisfied, engaged workforce can bring to any organization.

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Fancy Mills

Group Product Director, Services and Training

HDI

As the current Product Director of Training, Services and Content for ICMI and HDI- Fancy brings over twenty years of experience specializing in consulting, training and human resource development. She has authored multiple videos on LinkedIn Learning including IT Service Desk: Management Fundamentals, IT Service Desk: Service Management, IT Service Desk Customer Service Fundamentals, and IT Service Desk Careers and Certifications: First Steps. As a consultant, she has advised, trained and certified thousands of contact center and service and support leaders including executives, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed learning programs and facilitated customized curriculum for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy is currently pursuing a Doctor of Education (EdD) in Learning and Organizational Change from Baylor University. She received her Master of Science Degree in Human Resource Development with a specialization in Adult Education from Texas A&M University. She is a published author on generational conflict strategies featured in the 2018 publication "Cultural Impact on Conflict Management in Higher Education" and was a featured speaker at the 2016 TEDx TAMU speaking on The XYZ Strategies for Succeeding in a Multi-Generational World. She served on the Texas A&M Graduate Advisory Board and the Steering Committee for The Academy for Future Faculty and was awarded the 2016 AFF Senior Fellow. She was selected to serve as a Texas A&M Student Representative Commencement speaker for December 2017 graduation ceremonies. As a fifth generation Texan, she lives in Austin, Texas with her husband Kevin, son Mills, and their cat Sparky. She's an avid sports fan and enjoys rooting for the Texas A&M Aggies and all Dallas sports teams. Her favorite team is anyone that her son is playing on!


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Jeff Toister

President

Toister Performance Solutions, Inc.

Jeff Toister helps organizations get their employees obsessed with customer service. He is a best selling author who has written three customer service books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet. Jeff has been recognized as a top customer service thought leader by Global Gurus, ICMI, and Comm100. Thousands of people around the world, including many service desk professionals, subscribe to Jeff's Customer Service Tip of the Week email. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com). Jeff's training videos include Customer Service Foundations and Leading a Customer-Centric Culture.


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Melissa Jackman

Help Desk Manager

Duquesne University

Melissa Jackman has more than 20 years of experience in managing and motivating support teams in blended internal/external support environments. As Help Desk Manager at Duquesne University, she is currently responsible for a team that supports approximately 15,000 users, and she's passionate about leadership and building and developing strong teams and individuals. Melissa served as the President of the HDI Steel City Chapter between 2015-2017. She received her MA in Leadership from Duquesne University.


SupportWorld Live speaker photo for Gina-Montague

Gina Montague

Support Services Manager

Infinite Campus

Gina Montague is passionate about staff development, process improvement, and creating positive employee & customer experiences. Gina has over 25 years of leadership and service experience and is proud to have a career in the support industry. Since 2010, Gina has had the honor of leading the award-winning support team at Infinite Campus, a software company that is transforming K-12 education. Gina is a presenter at national conferences and other industry events, sharing her lessons learned on a variety of topics related to employee and customer engagement. Gina has been an active member of the HDI Minnesota Local Chapter since 2003.