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Mary Ann Bucklan, Director of Research at Employment Technologies, presents customer service leadership research at Central Florida NCSA Chapter Gathering

Employment Technologies Director of Research, Mary Ann Bucklan, was a featured speaker at the June meeting of the Central Florida chapter of the National Customer Service Association (NCSA). The event was held at the Country Club of Orlando on June 16.

Bucklan, who oversees employment assessment research within the customer service, contact center and financial services industries, presented comprehensive research focused on the key attributes that distinguish effective leaders in a presentation entitled “So, What Makes a Great Team Leader?”

The presentation was followed by a question-and-answer session and in-depth discussion focused on the challenge of identifying people who possess outstanding leadership traits and potential. Actively participating in the post-presentation discussion were Nancy Schneider, Employment Technologies Director of Marketing, and Dan and Angie De Angelis, Account Executives.

“We are pleased to be an associate member of the NCSA because of the professionalism and commitment to excellence as demonstrated in the programming of the local chapter. We greatly appreciate the opportunity to host a meeting and share our experience in contact center staff development with chapter members,” said Schneider.

The Central Florida chapter of the National Customer Service Association has operated since 2002. The chapter is a not-for-profit group comprised of customer service and contact center professionals from hospitality, theme parks, hotels, utilities, city and county agencies, staffing, communications, technology, associations, and other industries throughout the Orlando metropolitan area.

 

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