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From One Rock Star to Another: How to Build and Be a Rockin Customer Service Team

Date: Thursday, October 04, 2012
Time: 10 am PT/ 1 pm ET
Duration: 60 minutes

Sponsored by:

From one Rock Star to Another! Join a community full of contact center rock stars! ICMI celebrates Customer Service week by motivating every level and every role in the contact center to be their daily best.

Author, speaker, and social evangelist, Dayna Steele will entertainingly share experiences from her extraordinary life and tips from her recent book,“101 Ways to Rock Your World: Everyday Activities for Success Every Day”. She will arm participants with the tools to not only build a team of Rock Stars, but also be a team player within a high-performing center. Readers’ Digest Magazine calls Dayna “one of the 35 people who inspire us”, and she’ll have everyone inspiring their own team with these simple and motivating techniques. Dayna has something to offer everyone involved with the customer experience!

Attend live with your team while you celebrate the spirit of service. In between laughter, you will learn:
1.PASSION! The reward for embracing challenges
2.KNOWLEDGE! Winning over the most difficult of customers
3. APPRECIATION! How to not hate the hardest questions

At the end of the webinar ICMI will recognize our own group of Rock Stars! The community nominated the best of the best, and we will announce the “Spirit of Service” award winners! There is no better way to celebrate Customer Service week, than celebrating with those committed to providing Rock Star customer service every day!


Dayna Steele
Speaker, Author, Entrepreneur

Dayna Steele is a success speaker, business author, serial entrepreneur, and a social media evangelist as well as a Hall of Fame radio personality, FastCompany.com Expert Perspective blogger, business advisor, and nationally recognized media personality. She is the author of 101 Ways to Rock Your World: Everyday Activities for Success Every Day and Rock to the Top: What I Learned about Success from the World’s Greatest Rock Stars.

On a stage speaking to and inspiring people since she was a teenager, Dayna shows individuals and companies how to succeed using her Rock Star Principles of Success.

As an entrepreneur, Dayna has created The Space Store, Smart Girls Rock and Operation National Anthem. Her latest endeavor is a Daily Success Tip email – a daily activity to help you achieve success in business or life.

Laura Bassett
Director of Marketing, Avaya's Customer Experience Management and Emerging Technologies Groups

Laura Bassett is the Director of Marketing for Avaya’s Customer Experience Management and Emerging Technologies groups. These groups deliver innovative contact center solutions and business solutions from Avaya Research Labs. In this role Laura oversees all aspects of marketing including business planning and strategy, market awareness, product marketing, sales enablement and engagement for next generation solutions. She has established Avaya’s Market Driven Innovation Model and Early Adopter Program to support Avaya’s efforts to accelerate the commercialization of innovation. Additionally, Laura is a supporting author of Avaya’s Social Media in the Contact Center for Dummies.

Laura has over 20 years experience in applications consulting, development and delivery. She has a BSBA in Computer Science and an Executive MBA from the University of Florida.