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Session 303: Empowerment: How to Take Your Team Beyond Satisfaction and Engagement

Wednesday, April 22 at 3:00 PM

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Much attention is given to employee engagement given its correlation to customer satisfaction, but employee empowerment – which drives both employee engagement and customer satisfaction – is often overlooked. This interactive session will focus on defining team empowerment and understanding its three core components. Explore the key challenges to empowerment and discover tactics for overcoming them. We'll share industry insights as well as real-world examples of what has worked in HDI's Customer Care Center to empower and motivate our team.


SupportWorld Live speaker photo for Fancy-Mills

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!