october, 2019

29oct4:55 PMSuccess StoryHiring for Staying Power and Brand Fit4:55 PM Rockstar Insights: Regan Heckethorn, Vice President, Operations, Allegiant Air

Event Details

Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding the best talent? Do you feel like your employees don’t reflect your companies service values? This session will unpack how Allegiant launched a focused customer experience culture by reinventing the recruiting and selection process – in the process transitioning from a typical “fill a seat” task to an aspirational, “fill the future” mindset.

Key Take-Aways:

  • Insight on why identifying passion, desire, drives and “heart” in the first interaction has proven successful for both the employee and the company
  • Blueprint for successfully letting the trainer’s train skill for success
  • Best practices for engaging leadership in the hiring process and incorporating behavioral, conversational and personality trait recognition techniques


(Tuesday) 4:55 PM

Rockstar Insights

Regan Heckethorn, Vice President, Operations, Allegiant AirRegan Heckethorn has been a hands-on leader in the evolution of Customer Experience and Operations with over three decades of experience in the hospitality, medical, banking and airline industries.