Tuesday, October 23 | Atlanta, GA
At The Home Depot Store Support Center, 2455 Paces Ferry Rd.
8:00 A.M.—12:00 P.M.
Myra delivers engaging, behaviour changing customer service workshops with Fortune 500 companies including McDonald’s, Coca Cola, Frito-Lay, Michelin, and more. She’ll introduce you to the required skills needed to deliver the best customer experiences, and how your call center employees affect these interactions.
Kevin Bosak is the Director of Contact Center Capabilities for Home Depot.  In this role, he guides a number of balanced teams that leverage user-based design approaches to identify and implement solutions geared towards removing both customer and associate effort in all transactions.   Kevin’s teams are currently focused on optimizing inbound contact routing across stores and contact centers; leveraging self-service, machine learning and natural language to remove customer effort and repetition; and building out a consolidated associate-facing view of delivery information across all carriers, delivery types and company silos.  Additionally, he is involved in the ramp-up of social customer service at Home Depot and the roadmap for contact center platform modernization that is currently underway.

Stacie Heim is the Senior Manager of Learning & Development, Quality Assurance and Knowledge Management for The Home Depot Online Contact Centers (OCCs). In her role, Stacie is responsible for driving the overall strategy for associate learning and development.  Her team designs and delivers learning curriculum for both new and tenured associates which includes new hire training and on-going development while ensuring the knowledge resources are up to speed and that quality standards are being achieved in all customer interactions.

Prior to joining The Home Depot, Stacie had an extensive 30 year career in the wireless industry.  Most recently, she held roles of increasing responsibility with Verizon Wireless for over 18 years. Including -  B2B Sales Manager, Regional Consumer Sales Trainer and then Senior Leader positions overseeing Learning Delivery, Curriculum Development and Training Operations supporting sales and customer service teams.

Stacie attended Texas Tech University and Lubbock Christian University with an emphasis in Speech Communication and Broadcasting.

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