Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.


Sessions

People Management

If you're responsible for managing people in the contact center, this track is where you'll find the ideas and resources you need to improve. We'll tackle the tough issues of retention, stress, and attendance, give you insights on coaching and selling, and set your supervisors up for success.

Session 101

World Class Cultures Enable World Class Support

Tuesday | 11:00 AM – 12:15 PM
Session Level: Case Study
Tim Montgomery, Brian Mullaney

The pressure to provide world class support in the contact center continues to grow, and just about every organization has regular conversations about how to “raise the bar”. The truth is, world class service starts with the front-line, and is supported by a culture built around employees. This enlightening session will describe how to get employees engaged in your mission, develop rewards and celebrations that drive positive improvement, institute performance management that’s focused on people vs. numbers, and more. You’ll hear real-life examples of how some of the world’s most celebrated call centers create amazing cultures – and you can, too!

Session 201

Not Dead Yet: How to Write Great Email to Customers in the Age of Social Service

Tuesday | 2:15 PM – 3:30 PM
Session Level: People Management
Leslie O'Flahavan

While contact centers are spending lots of energy servicing newer channels, many customers still prefer email. However, social media and chat have changed what customers expect from email. In the age of social media, companies must to renew efforts to write high quality, brief, responsive email to customers who want to reach them that way. In this session, you’ll revisit best practices for writing email to customers and how customer expectations for this channel have changed. Learn how to get the best from email – and avoid the channel's natural pitfalls. Leave armed with the tools you need to improve your email service.

Session 301

Take This Job And Love It! Using Gamification to Improve Motivation and Performance

Tuesday | 3:45 PM – 5:00 PM
Session Level: Case Study
Joel MacCharles

A recent Gallup Inc. survey showed that about 70% of workers are disengaged in their jobs. What if you could create a more compelling and engaging experience for employees? Allied International Credit (AIC) is using gamification to do just that – and reaping the benefits. In this session they’ll share how gamification is helping AIC engage its call center workforce and motivating better performance, while at the same time lowering costs, time and resources spent to find and train new talent. You’ll leave with an understanding of gamification mechanics and the human motivations which drive each of us to take a job and love it!

Session 401

Making People’s Lives Better: Qualfon’s Approach to Employee Loyalty

Wednesday | 11:00 AM – 12:15 PM
Session Level: Case Study
John Yanez, Robert Dechant

Employee retention is a critical factor in achieving contact center performance and efficiency goals. Not only does attrition increase costs, but it has a great impact on the sustainability of operations. Qualfon has developed a simple but powerful approach to employee retention and loyalty that has produced extraordinary results. Learn how Qualfon’s mission to “Make People’s Lives Better” – starting with what matters to their agents from both a work and life perspective – has resulted in an attrition rate that is half the industry average. Discover how expanding your vision of employee satisfaction can improve engagement and loyalty with both employees and customers.

Session 501

The Secret to Agent Training Success

Wednesday | 2:15 PM – 3:30 PM
Session Level: People Management
Justin Robbins

Agent training is an essential piece of your agent satisfaction and retention program, your customer satisfaction strategy, and the smooth operation of your call center. Through this session, you’ll get a grasp on the fundamental elements of what makes a standout agent training program. Learn how to evaluate your current program, identify training gaps, and select the type of training that best suits your needs and budget. Understand the basic concepts of adult learning, so you can design new programs – or tweak old ones – to help your agents learn and retain the information they need to be productive and successful.

Session 601

Agent Onboarding Strategies that Drive Retention and Ignite Commitment

Wednesday | 3:45 PM – 5:00 PM
Session Level: People Management
Craig Taylor

Do your onboarding practices leverage the new-hire process to drive engagement, retention and commitment? Onboarding is a process, not an event. Effective onboarding strategies engage new hires in their role, their leadership and the organization. This session will present specific tactics proven to improve retention, engagement and willingness to recommend. Discover the essential elements that create lasting commitment in your new hires, how to speed up the time-to-productivity curve, and reduce the risk of early turnover. Learn new ways to actively engage recruiters and trainers in the onboarding process. You’ll return to your center with insights that will have an immediate impact on the effectiveness of your onboarding process.

Operations Management

We’ve emphasized the “how to” in these critical operations topics so you can return home with actionable ideas for making immediate improvements to your contact center. Results are what you need, and this track will show you exactly how to achieve them in your own operation.

Session 102

Making Metrics Matter

Tuesday | 11:00 AM – 12:15 PM
Session Level: Case Study
Leann Corabi

Identifying which metrics to measure – and which ones best illustrate your center’s story to senior management – is a pervasive challenge that has a significant impact on both the performance and perception of your contact center. Hear how the Operations department at Cars.com refined their monthly departmental and individual performance metrics by eliminating the data that does not impact the business and consolidating key data points to disseminate throughout the organization. Discover best practices to identify the right metrics, how to use them in goal setting for the entire department, and how to tailor your reports for different audiences for maximum impact.

Session 202

All for One & One For All – A Performance Management Primer & Case Study

Tuesday | 2:15 PM – 3:30 PM
Session Level: Case Study
Greg Salvato, Casey Kostecka

An effective performance management system can have an enormous impact on the service quality and efficiency of a contact center – a fact that Convergent Outsourcing learned first- hand. Come hear how this 2000+ seat outsourcer improved attendance, attrition, CSat and dollars per contact through better performance management. You’ll gain invaluable insights through an insider’s look into Convergent’s journey – from initial SWOT analysis, through implementation, to results and lessons learned. Discover how identifying the key metrics that drive business success, aligning them with targets & incentives, analyzing performance against targets, and implementing improvement plans can be the recipe for performance management success in your center!

Session 302

Getting More From Your Quality Assurance Program

Tuesday | 3:45 PM – 5:00 PM
Session Level: Operations Management
Tim Montgomery

Call center accessibility is relatively meaningless without quality. What does it matter if your callers quickly reach a live agent if the service they receive is abysmal? Providing a high-quality interaction should be just as important as meeting telephone accessibility objectives. This session will explore innovative options that will enhance any quality program, ways to motivate agents to embrace your program, and how to avoid the common pitfalls that derail success. You’ll return to your environment with creative ways to connect with front line agents and take your quality program to the next level.

Session 402

Achieving Big Results in Your Small Contact Center

Wednesday | 11:00 AM – 12:15 PM
Session Level: Operations Management
Brad Cleveland

“Do more with less!" is a common edict in today's economy edict – but the performance impact is much greater in centers with 50 or fewer agents. Having limited resources does not have to mean limited results. Managers of small centers must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. Join ICMI's, Brad Cleveland in this condensed version of the popular ICMI Workshop where any size contact center will learn some of the tools, strategies, and tips you need to achieve big results.

Session 502

Getting Heard: Using Voice of the Customer and Customer Experience Metrics to Drive Change Within Your Organization

Wednesday | 2:15 PM – 3:30 PM
Session Level: Case Study
Aarde Cosseboom, Patrick Perl, Lori Gauthier

NPS, CES, and CSAT are all popular ways to measure the customer experience, and each tells a different story – from a holistic company health check to specific interactions with customer support. Properly capturing, benchmarking, and understanding survey and operational data allows you to uncover what is impacting your customers, and make improvements that will result in loyal customers and revenue growth. In this session, MindBody Online will reveal through their data and experience, the insights that are hidden inside each metric, and explain what they mean for not just your customer support organization, but your entire company – empowering customer support to lead the charge by learning how to collect, interpret, and share this valuable data within your organization.

Session 602

Preparing for Change: Forecasting and Scheduling in Volatile Environments

Wednesday | 3:45 PM – 5:00 PM
Session Level: Case Study
Kimberly Pugh

It is said that the only thing that is constant is change, a fact that those charged with creating accurate forecasts and schedules in volatile environments know only too well. How do you anticipate what is to come when there are no consistent patterns in the past? This session will describe techniques to address this challenge, including creating model variations, options for flexible scheduling, and effectively communicating with other departments to anticipate spikes in call volume. You will also be equipped with a method to quickly implement a recovery plan in the event volumes are significantly different than anticipated.

Strategy and Leadership

If you’re ready to be inspired by fresh ideas on strategy and leadership, this is the track for you. We’ll delve into the “big picture” issues that keep you up at night, and provide insights into leading your team to success from the best in the business.

Session 103

Forecasting for ‘15! Predictions to Build Tomorrow’s Contact Center, TODAY!

Tuesday | 11:00 AM – 12:15 PM
Session Level: Strategy & Leadership
Justin Robbins

ICMI has consolidated the hot customer service predictions of the year – are they on your radar? Let’s face it, no one has the crystal ball and no one truly knows what is next. But we do need to plan for what we think will happen. This session will review trends such as the increase in service through non-voice channels, a need to decrease data noise, the importance of personal service, engaged employees and more. Come share best practices, incite discussion, ask for assistance, or simply sit back, listen and learn. Let’s forecast for ’15 and build tomorrow’s contact center, TODAY!

Session 203

Customer Experiences: Why Channel Choice Matters

Tuesday | 2:15 PM – 3:30 PM
Session Level: Strategy & Leadership
John Georgesen

As companies continue to evolve their multichannel service strategy, customer effort must remain a primary focus. Reducing effort requires a clear understanding of channel behavior. But what do today's customers want, how do they behave, and where can companies apply those insights? What impact does channel-jumping have on key performance metrics like satisfaction and loyalty? This session will provide clarity on these questions, as well as the relationship between issue complexity and channel choice, how to mitigate the impact of poor cross-channel experiences, and the key role your website plays in cross-channel success.

Session 303

Personalizing The Toughest Customer Interactions

Tuesday | 3:45 PM – 5:00 PM
Session Level: Strategy & Leadership
Pete Slease

This enlightening session will share the results of a major study that reveals the specific techniques any rep can use – by changing only their words – to completely alter the toughest customer interactions. Discover the art and science of “experience engineering”: literally engineering the customer experience to create the best possible reaction. Research shows that the specific words a rep uses can have a profound impact on metrics like CSAT, NPS and Customer Effort. This is so much more than just “soft skills”. Return to your center with simple changes that can improve your customer experience immediately!

Session 403

Don't Just Manage - Lead!

Wednesday | 11:00 AM – 12:15 PM
Session Level: Strategy & Leadership
Art Coombs

Why do some contact center teams flourish while others flounder? They use the same technical tools, draw from the same employee pool, deploy the same processes, serve the same customers – yet some teams seem to dependably have lower employee turnover, and higher customer satisfaction scores. Why? All too often we are given tools to MANAGE, yet very little training or tools are offered to help us LEAD. This session will examine how to demonstrate stronger leadership yourself – and how to develop and nurture it in key members of your team. You’ll be amazed at the difference true leadership can make in your organization!

Session 503

Win the Turnover War Using Outcomes-Based Hiring

Wednesday | 2:15 PM – 3:30 PM
Session Level: People Management
Paul Stockford, Kevin Hegebarth

Outcomes-based hiring is the first disruptive strategy to specifically target the contact center hiring process and the accompanying problem of high agent turnover. Employing analytics technology and scientific techniques to identify best-fit candidates has led to as much as 100% increases in one-year agent retention, and 8-fold increases in “Excellent” agent performance scores at their 60-day post-training checkpoint. Drawing upon research data from Saddletree Research in conjunction with the National Association of Call Centers (NACC), this session will address in detail how you can utilize the principles and methodology underlying these astonishing results to improve retention in your own center.

Session 603

Make Your Center the Heart of an Effortless Customer Journey

Wednesday | 3:45 PM – 5:00 PM
Session Level: People Management
Eric Michrowski, Dale Lawrence

Research demonstrates a strong link between customer effort and likelihood to recommend, spend and stay with a service provider. This presentation will introduce a new approach to customer effort that drives practical business outcomes and significant customer journey improvements. We’ll introduce the “Outside-In” customer journey and showcase how to design and champion the effortless delivery of customer satisfaction. Case studies will demonstrate how this transformation can significantly reduce customer effort and costs, while improving customer satisfaction and employee engagement. Walk away with an easy framework to drive solid performance improvement in your center.

Technology Management

The amazing array of bells and whistles in today’s technology is impressive – and overwhelming. This track will help you to understand what’s most important: how to use contact center technology to get the job done. These sessions range from selecting applications to using them, including how to coordinate across the organization.

Session 104

Say What? Using Interaction Analysis To Optimize Your Workforce

Tuesday | 11:00 AM – 12:15 PM
Session Level: Case Study
Filipe DaCosta, Nick Dellecave

Ever wondered how you could use the mass quantities of data generated every day during customer interactions to determine what customers want, build customer value and reduce costs? The Home Depot did just that! Hear how they maximized the value of customer interactions – and improved their NPS score by over 50% in just three months – to achieve world class customer service by leveraging interaction analytics. Gain insights on how they have increased agent efficiency and optimized their workforce by conducting root cause analysis on broken business policies and agent behavior during interactions, and how these analyses lead to improved customer satisfaction and reduced cost.

Session 204

How to Select Your Next Contact Center Solution

Tuesday | 2:15 PM – 3:30 PM
Session Level: Technology Management
Lori Bocklund

If you’ve got contact center technology budget to spend and needs to fulfill, this session is a “must attend.” We’ll start with tips for sourcing decisions like Cloud vs. Premise and defining all the right elements for a defensible business case. Then you will learn a step-by-step approach to define your contact center requirements, identify and evaluate options, and find the best vendors and solutions for your needs. You’ll leave with useful tips to minimize risks and optimize success in today’s market.

Session 304

Reducing Call Center Attrition Through Predictive Analytics

Tuesday | 3:45 PM – 5:00 PM
Session Level: Technology Management
Greta Roberts

Since CSRs activities and outcomes are already measured, contact centers are an ideal environment for predictive analytics work. This session will describe the journey of a financial services call center that applied predictive analytics methodologies to decrease CSR attrition by 30% in less than a year. Hear details of this project from beginning to end, from gaining executive sponsorship to identifying clear patterns and predictive models for deployment into the hiring processes. You’ll leave with a solid understanding of how predictive analytics can easily be applied to your own attrition and performance issues, with similar return on investment.

Session 404

Data in Today's Multichannel Contact Center: What to Use, What to Ignore

Wednesday | 11:00 AM – 12:15 PM
Session Level: Technology Management
John Neely, Justin Robbins

Are you a victim of data overload? You’re not alone! Most centers are challenged with using the data at their fingertips to improve customer service and efficiency. This session will explore the findings from a recent study titled, “A Wow Customer Journey: Actionable Data in Today's Multichannel Contact Center”, which outlines ways that big data can be used to both improve operational efficiency and achieve a 360 view of their customer. You’ll hear real-world examples of the use of big data in call centers, including a look at how Vizio shaved average handle time by over 30 seconds through the use of data.

Session 504

Maximizing the Impact of Technology: Best Practices for Stress-Free Success

Wednesday | 2:15 PM – 3:30 PM
Session Level: Case Study
John Goodman, Lynn Holmgren

Many technologies, from CRM, mobile and video to speech analytics, gamification and online communities have the capability to make service either stellar and inexpensive – or maddening and costly. In this invaluable session, John Goodman will uncover best practices and prevalent mistakes made in leveraging technologies in the contact center. Discover six proven strategies for improving the Contact Center/IT partnership, as well an easy approach to justifying investments to the CFO. Lynn Holmgren will provide real-world illustration of these strategies in action, as she describes her experiences in successfully implementing many of these technologies at Whirlpool, Frontier Communications and Millicom Cellular.

Session 604

When it Comes to Customer Engagement - Mobile Changes EVERYTHING

Wednesday | 3:45 PM – 5:00 PM
Session Level: Technology Management
Ross Haskell, Lauren Freedman

If you think your company is a bit behind when it comes to mobile engagement, it’s even worse than you think! This session presents the findings of a comprehensive study which makes it clear that from a customer engagement standpoint, mobile is a game changer. It amplifies the importance of superlative execution across the board, and heightens the mission-critical nature of certain operational levers. But don’t give up! The findings also offer hope – a path to making mobile engagement an intentioned discipline instead of a reactionary fire-drill. Mobile is changing everything – come learn how to turn those changes into competitive advantages.

"Loved the keynotes! Both unique, interesting, and informative."

Donna Poirier , Staff Claims Manager, Allstate Insurance

Sponsors