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Call Center Networking Discussion

Join Your Peers with a Complimentary
Demo Hall/Keynotes Pass


Even if you can't attend the full conference, we welcome you to come explore the Demo Hall jam-packed with the most innovative industry solution providers; plus get inspired with world-class keynote presentations. And if that isn't enough -- network  with your peers during select receptions and share war-stories and solutions. The pass is complimentary for end-users only.* Attend one day or all three.

Register Now

Note: Online registration for a Demo Hall pass ends October 17. On-site registration will still be available for approved end-users.

Your Demo Pass Includes:


Tuesday, Oct. 25

5:00pm-7:00pm -- Demo Hall Bash and Special Preview




Wednesday, Oct. 26

8:15am-10:00am
-- Keynote Presentations

  • Welcome Address: Reimagine the Call Center Experience
    Presenters: Kenneth Knoll, COO, WeGoLook and Gadi Shamia, COO, TalkDesk
  • Keynote Address
    Brad Cleveland, Author and Co-Founder of ICMI
  • Featured Keynote: USAA - Purpose Driven Customer Experience
    Tom Grothues, Senior Vice President, Bank and Property & Casualty Sales and Service Team, USAA

10:00am-2:00pm --- Demo Hall Open

10:15am-10:40am -- Solutions Spotlight in the Demo Hall presented by inContact
What Your Agents Won’t Tell You – Inside Tips to Improve Customer Service
Athletes have the best “on the field” perspective, yet are often reluctant to disclose an injury or weakness. Similarly, CSRs may not reveal the root causes of performance declines. They need support! inContact analyzes their survey of 500 CSRs, diagnoses the problem and offers a prescription for customer service improvement.

10:50am-11:15am -- Solutions Spotlight in the Demo Hall presented by Genesys
Fireside Chat with BCD Travel: Effortless Omnichannel CX for your Digital Business
By 2020 90%+ of engagements are predicted to start online but major silos continue to exist across web, voice, callback, mobile app, text, email, video, and other channels. This session will be a Q&A with BCD Travel show you a new approach to allow all channels and individual customer preferences to be easily integrated into the web to provide a seamless, personalized, omnichannel journey for customers.

12:00pm-2:00pm -- Lunch & Learn with Solution Providers, in Demo Hall

1:10pm-1:35pm -- Solutions Spotlight in the Demo Hall presented by ICMI
Secrets to Success with Dayna and Marsha
What do the most successful contact centers all have in common? They've discovered the secrets to consistently delivering on a promise of a great customer experience. In this intimate conversation between ICMI and two of our keynote speakers, you'll hear the stories, tips, and advice behind these secrets to success.

5:30pm-7:30pm -- "We Got the Beat" 80's Networking Party

 



Thursday, Oct. 27


8:30am-10:00am -- Keynote Presentations

  • Welcome & Keynote Address
    Presenter: Justin Robbins, HDI and ICMI Community Director
  • Featured Keynote: Deliver Exceptional Customer Experiences in a World of Constant Change
    Presenter: Marsha Collier, Best Selling Author, Radio Host and Top Social Media Influencer for Customer Service

10:00am-12:30pm --- Demo Hall Open

10:15am-10:40am -- Solutions Spotlight in the Demo Hall presented by SAP Hybris
Leveraging the Contact Center throughout the Customer Buying Process
Traditionally, customer service organizations were a post-sales function and reactive to customer's needs. However, research shows that over 50% of customers will abandon their online purchase if they don't find answers quickly. In today's competitive environment and more consumer choices, organizations can differentiate themselves by leveraging the contact center to assist the customer before, during, and after their purchase. Join our session to hear some best practices on how to enable effectively engage your customers throughout the entire customer journey.

10:50am-11:15am -- Solutions Spotlight in the Demo Hall presented by ICMI
Training to Make a Lasting Impact on Performance
When you have spent your limited monies to provide training for your employees, how can you make sure you are getting the best return on your investment? Most people forget what they learned in classroom training within a month. How can you make sure that training will stick with people and, more importantly, make a lasting impact on their ongoing job performance? We will share with you some of the practical tips and strategies ICMI uses in classroom and online training to make training stick and have a lasting impact on job performance and that you can start using immediately.

11:25am-11:50am -- Solutions Spotlight in the Demo Hall presented by NICE
EVOLVE WFM from Spreadsheets to the Cloud
Agents are your contact center’s most valuable resource. Ultimately, they are the ones who drive the satisfaction and the experience of your customers. But agents are also your center’s most expensive resource, accounting for 60 to 70% of your operation’s total expenses. Effectively balancing the care of your customers with the cost of your agent labor is critical to your contact center’s success. If you rely upon manual, spreadsheet-based tools to manage critical tasks, like forecasting and scheduling, you’ve likely hit a performance plateau. To take your operation’s results to the next level you must evolve how you approach workforce management.

12:15pm-12:30pm -- Passport to Prizes Drawing, Solution Spotlight Theater in Demo Hall
Get your completed passport turned in to the ICMI booth before 12:00pm to be eligible for the drawing.

4:15pm-5:15pm -- Closing Keynote presentations featuring Dayna Steele presenting "Deliver Exceptional Customer Experiences in a World of Constant Change"




Other

Passport to Prizes -- during Demo Hall hours
This is your opportunity to win valuable prizes! Stop by and say "Hi" to participating vendors, have your passport stamped, and return the completed passport  to the ICMI booth for your chance to win great prizes such as a $200 Amazon gift card, an iPad, Bose noise cancelling headphones, and more.
Prize drawings will take place at the Solutions Spotlight Theater at 12:15pm on Thursday.

Career Development Roadmap -- during Demo Hall hours
Receive a customized professional development “roadmap” for you and your team.
For more information, contact Todd Piccuillo at tpiccuillo@icmi.com.


 
Solutions Spotlight Sessions provide first-class education and conclude with a drawing for a $100 American Express Gift Certificate!

*NOTE: Complimentary Demo Hall / Keynote pass is for end-users only and must be approved by the Event Director.

"I got a great mix between really practical things that I can implement within my team immediately as well as some strategic stuff to get me thinking outside the box."

Leeann Visser , Customer Service Manager, GTA Travel

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   © 2016 UBM, All Rights Reserved.