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April 24th & 25th 2024

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Apr 24 & 25 / 2024

LVCC, Las Vegas

Brian MacLeod: Speaking at the Call and Contact Center Expo USA

Brian MacLeod

AVP, Retail Customer Care  -  CVS Health

Contact Center Employee Engagement in a Virtual World

Giving contact center employees the ability to work virtually is easy – keeping them engaged is hard. The good news is with the right vision, lots of intentionality, and a bit of discipline, it’s possible for employees to be even more engaged at home than in the office. In this seminar, Brian will share his successes and best practices for creating an engaging and sustainable virtual culture.

About Brian MacLeod

Brian joined CVS Health in January 2023 as the head of its Retail Contact Center, where he is combining his professional passion for the employee and customer experience with his personal passion for health and wellness. Brian came to CVS Health from Chewy, where he led the virtual transformation of their Customer Service Operations and launched the company’s first end-to-end virtual contact center. In his over 25-year career in contact centers, Brian has also held leadership positions at Wayfair, Barclays, and Bank of America.

Brian lives just outside Portland, ME with his wife and their two children. When he’s not fostering a safe, collaborative, productive, winning, and fun virtual contact center culture, Brian serves his community on the board of directors of the Mid-Coast Hunger Prevention Program.