If Disney Ran Your Emergency Communications Center

Tuesday, August 6 | 3:00 - 4:00 p.m.
JaCorey Glaude, ENP, RPL, CMCP

In this high energy session JaCorey Glaude brought lessons and ideas from Disney to the emergency communication center (ECC). He started by making sure everyone is aware that the ECC is not just a call center but an experience provider.

By pointing out the importance of a mission and a vision and the difference between the two, he set the tone of the session. Setting a clear inspirational vision is a key factor in success. He posed the question, "Is the customer service you deliver worthy of your family, neighbor and friends?"

There were reminders that "you can lead from any chair" to "we do the impossible on a daily basis. Take ownership every time you answer the phone." Teach customer service when onboarding new employees. And finally, your vision is your dream. To make that dream a reality, you need to start. What will you do differently to impact your organization starting tomorrow?

Submitted by Sherry Glick