Agent Engagement & Empowerment

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well structured processes and carefully chosen technologies to empower and incentivize employees to improve performance as a team – and attain certified excellence. These are great, practical insights that most mangers can quickly implement in their centers.

Guest Bio: Maureen Lewandowski is the Director, Operations at Delta Dental of Wisconsin. In her current role Maureen oversees claims processing, customer service, data entry, and benefit administrative services. In her 12 years in the call center industry, Maureen has become well-versed in the science of call center staffing, staff management, LEAN methodology, and project management. Currently Maureen is pursuing her MBA through UW-Madison, School of Business, Executive MBA program.