October 21-23, 2013 Atlanta, GA
Hilton Atlanta
$200 Early Bird Savings Through September 6th
Conference
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7:00am – 6:30pm
Registration Open
7:00am – 8:30am
Continental Breakfast
8:30am – 12:00pm
Morning Workshops & Site Tours
Site AM-1: Convergent
Site AM-2: Autotrader.com
Pre-1: Making Your Call Center the Heartbeat of Voice of the Customer (VOC)
Pre-2: The Principles of Effective Contact Center Management
Pre-3: Contact Center Technology 101
12:00pm – 1:30pm
Lunch
1:30pm – 5:00pm
Afternoon Workshops & Site Tours
Site PM-1: Delta Air Lines
Site PM-2: TBDThe Home Depot
Pre-4: Psychology of Coaching
Pre-5: Decisions, Decisions! Using Quality Tools to Make Great Decisions and Gain Support
Pre-6: Shaping Your Contact Center’s Role in a Multi-Channel Strategy
5:00pm – 6:30pm
Welcome Reception
7:30am – 6:30pm
7:30am – 8:30am
Industry Roundtable Breakfast
8:30am – 10:00am
Welcome & Keynote: Achieving Everyday Excellence in a Complex Environment
10:00am – 2:30pm
Exhibit Hall Open
10:00am – 11:00am
Visit Exhibit Hall
11:00am – 12:15pm
Conference Session Block #1
Session 101: Dialing into Cultural Change: The Correlation between Company Culture and Profit
Session 102: Data Overload? Using Metrics to Improve Customer Experience
Session 103: How Bright House Networks Provides Standard-Setting Social Customer Care – and You Can, Too!
Session 104: Innovation from Award-Winning Contact Centers
12:15pm – 2:15pm
Lunch & Visit the Exhibit Hall
2:15pm – 3:30pm
Conference Session Block #2
Session 201: Staff Up! 10 Ways to Hire and Train Faster
Session 202: Moving from Firefighting to Control at Alfa Insurance
Session 203: Rules of Engagement for the 21st Century Leader
Session 204: Putting Insights into Action − Realizing the ROI from Speech and Text Analytics
3:45pm – 5:00pm
Conference Session Block #3
Session 301: Moving from Employee Frustration to Engagement
Session 302: Successfully Integrating the Chat Channel into Your Organization
Session 303: From the “WOW” Revolution to Big Data – The Top Five Customer Experience Trends of 2013
Session 304: Beyond the Hype: A Real World Look at Hosted vs. Cloud Services
4:30pm – 6:30pm
Networking Reception on Exhibit Hall Floor
7:30am – 5:00pm
Best Practices Networking Breakfast
Keynote Presentation: Wired and Dangerous: How Your Customers Have Changed and What to Do About It
10:00am – 2:00pm
Conference Session Block #4
Session 401: A Whole New Set of Writing Skills: How to Train Phone/E-Mail Agents to Chat with Customers
Session 402: Rethinking QA: Transforming Your Organization through Customer Experience Quality Monitoring
Session 403: Creating A Powerful Customer Culture – Best Practices from America’s Top Brands
Session 404: Multi-Channel Technology Options for Servicing Emerging Channels
12:15pm – 2:00pm
2:00pm
Exhibit Hall Closes
Conference Session Block #5
Session 501: Overcoming the Challenges of an At-Home Workforce
Session 502: Maximizing Efficiency through Extreme Workforce Optimization
Session 503: Cross-Talk: The Impact of Emerging Channels on Customer Engagement
Session 504: IVR Improvements: From Low-Hanging Fruit to Big Time ROI!
Conference Session Block #6
Session 601: An Insider’s View: What Award-Winning Agents and Supervisors REALLY Think
Session 602: Starting from Scratch: Forecasting and Scheduling without Historical Information
Session 603: What Happened with Mobile Customer Service in 2013?
Session 604: Tech Options for Creating an Effective Knowledge Base
“I loved the fact you could set up half hour sessions with ICMI experts to discuss relative issues."
Amy Sternfels, VP, Customer Experience, Flagstar