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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 202: Stars, Role Players, and Benchwarmers: 3 Players Every Leader Will Lead

N.J. Robinson  (President, Hi-Tech Leadership)

Location: Grand Ballroom 106/107

Date: Wednesday, May 18

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Leading World-Class Teams, Maximizing People, Culture, and Performance

Session Type: Session

Vault Recording: Video

Audience Level: Intermediate

In IT service and support, as in basketball, you'll encounter three types of people: star players, role players, and benchwarmers. In this session, NJ Robinson, a 20-year veteran of the IT industry, will sketch out each type of player, explain how you can identify them, and, most importantly, how you can keep them on your team. Walk away with the insights you need to build a playoff-winning team.


Learn how to:

  • Motivate different employee types
  • Connect with and gain trust with different types of employees
  • Position different types of leaders to maximize their potential in impact