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September 11, 2019, LegalZoom Offices

Morning Session: Real Colors - Presented by P.E.A.R.L. Paragon Consulting


Real Colors is a dynamic workshop experience using a personality type test. The goal is to provide Learners with the skills to:

  • understand human behavior
  • uncover motivators specific to each temperament
  • improve communications with others

The basis of this workshop is the Real Colors Personality Type Test: a user-friendly, intuitive tool that identifies four personality types common to all people - Gold, Green, Blue, and Orange

In the Real Colors fundamentals workshop, Learners will:

  • identify their own - and other people's Real Colors and personal strengths
  • understand the different ways people process information
  • communicate with others in the most effective way possible - including hearing what they're really saying
  • recognize and appreciate the strengths and viewpoints of others
  • apply Real Colors principles to all areas of their lives

Meet Your Presenter, Michelle Lopez

Michelle L√≥pez, Founder and CEO of P.E.A.R.L. Paragon Consulting, LLC, is a devout learning enthusiast! For over 30 years, she has recognized the power of the human spirit and has a knack for seeing what people typically don’t see in themselves. Her why is to help create a world where others see their potential and discover their why so they can live a life of meaning every day without question, doubt, or apology. She is a passionate entrepreneur, motivational speaker, facilitator and coach who finds new ways to create palpable landscapes in which individuals can choose to be empowered and equipped with a mindset and an arsenal of tools to vivaciously thrive in whatever area of life they choose to cast their nets.

Michelle currently serves as the Senior Director of Learning and Development where she lives out her why every day. She has had the honor to work with many LegalZoom learning enthusiasts. Together, they have contributed to growing LegalZoom into a Learning Organization through the development of LegalZoom University. Her external focus is on facilitating that same type of awakening in organizations in which they can clearly see that a balanced formula to a healthy bottom line is directly tied to their number one most valuable asset–their human capital.


Afternoon Session: Coaching in Color - Presented by Benchmark Portal


Communicating with understanding and insight is a key skill for contact center professionals.

In this workshop we take an extra step and ask – how should you apply that understanding and insight to your management skills - - and particularly your role as a mentor and coach? 

This interactive workshop explores the leadership elements that will make you a better coach, and the ways you can bring best practice methodologies to your coaching and mentoring functions.  Be prepared for fun, challenge and some “aha” moments that will make you better at your job.

This session will show you how to put the principles into practice and get tangible, measurable results – both short and long term.  Elements will include:

  • Active listening skills
  • Addressing communication barriers in your center
  • Performance Management and Agent Development
  • Employee Engagement, Rewards and Recognition
  • Coaching Plans – proven approaches you can use immediately

This workshop borrows materials and methodology from BenchmarkPortal’s highly-regarded Coaching for Performance certification course. 

Attendance at the morning workshop is not required for this workshop, but is highly recommended.  Essential concepts from the morning session will be summarized at the beginning of this afternoon workshop for any who were unable to attend the morning session. 

Meet Your Presenter, Bruce Belfiore 

Contact Centers are a large untapped source of value in most organizations. I help managers unlock this value through scientifically proven approaches to contact center improvement. 

As CEO of BenchmarkPortal, Bruce Belfiore helps managers unlock the real value of their contact centers.  He is in charge of the world's largest database of contact center metrics, which provides actionable reports that help managers improve performance.  He is provost of the College of Call Center Excellence, which offers certificated courses for all levels of contact center professionals.  He also leads consulting engagements and center certifications for operations of all sizes, providing measurable ROI for clients.  He hosts CallTalk(TM), the industry's only online radio program, which has been airing for over a decade.  He is a published author and industry speaker.  Connect with Bruce through this workshop and at brucebelfiore@benchmarkportal.com.

Questions about the Pre-Symposium workshops?

Please contact info@austincontactcenter.org for additional information.

September 11, 2019 | 8:00am - 5:00pm

LegalZoom Offices

9900 Spectrum Dr.| Austin, TX |78717


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