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Interactive Half-Day Workshops

Half-day interactive, hands-on training with some of the best instructors in the industry. It's a great way to enhance your conference experience and dive a little deeper into topics of interest. 

Session Pre-1

High Performance Management: Getting the Most Out of Contact Center Agents

Tuesday | 8:30 AM – 12:00 PM
Jeff Toister

Getting the most out of your contact center agents is a challenge for every manager. This interactive workshop focuses on the essential skills required to help today's contact center agents achieve and sustain a high level of performance. Through hands-on activities, you'll experience common obstacles to great performance. You'll also learn proven best practices in performance management skill areas such as expectation setting, coaching, employee motivation and holding agents accountable. You will walk away with tools and actionable ideas to help your team reach its full potential.

Session Pre-2

The Principles of Effective Contact Center Management

Tuesday | 8:30 AM – 12:00 PM
Brad Cleveland

This always-popular course has been a favorite at ICMI conferences for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective contact center. In step-by-step format, Brad Cleveland, author of Call Center Management on Fast Forward (recipient of an Amazon.com best-selling award), walks you through the foundational principles that will serve you well throughout your career. Whether you are a new manager or a veteran in search of a dependable refresher - this session provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.

Session Pre-3

Results That Last: 7 Roles Every Contact Center Manager Must Master

Tuesday | 8:30 AM – 12:00 PM
Karin Hurt

Contact center managers often feel wedged between the heavy lifting their teams must do and the constant pressure of quality and efficiency expectations. It's easy to feel overwhelmed, but it doesn't have to be that way. In this high-energy workshop, you will learn seven key roles effective contact managers perform to achieve breakthrough results and build their careers. Discover the importance of your role as Translator, Connector, Builder, Galvanizer, Backer, Ambassador and Accelerator, and learn how to measure your effectiveness in each of these areas. You'll leave with practical tools on how to improve your leadership immediately.

Session Pre-4

Secrets to Success in Technology Selection and Implementation

Tuesday | 8:30 AM – 12:00 PM
Lori Bocklund

Should your next contact center technology solution be cloud or premise? What vendors should you consider, and how do you pick the "right one" (especially if you have price or timeline pressure)? Once you pick a solution and vendor, how do you minimize the risks and optimize the value as you forge agreements and pursue implementation? These are just some of the questions we will address as we cover the "soup to nuts" of a technology project. You'll get the latest insights based on real situations and the realities of today's market. Bring your questions to this interactive discussion to gain new secrets to success for your project.

Session Pre-5

Staff Up! 10 Ways to Hire and Train Faster

Tuesday | 1:30 PM – 5:00 PM
Jeff Toister

For most centers, hiring and training new employees represents a significant investment of time and money. What if there was a way to reduce recruiting and training time AND improve results? This back by popular demand workshop reveals ten proven ways you can ramp up your staffing levels faster than ever before. These concepts can also be used to improve short and long-term retention, increase new hire performance, and decrease recruiting and training costs. Drawing upon real-life case studies and cutting-edge research, you will gain practical ideas, tools, and techniques to speed up the hiring and training process in your call center.

Session Pre-6

The Big Picture of Quality Data

Tuesday | 1:30 PM – 5:00 PM
Laura Grimes, Monica Pastrana

This workshop will share tools for leveraging all of the data accumulated through quality monitoring and surveying to identify trends and root causes. Opportunities to develop agents are only part of the picture many organizations miss the opportunities to improve processes, reduce escalations, enhance training and leverage technologies. Case studies will be presented and analyzed using different tools along with strategies to deploy when you return to the center.

Session Pre-7

Journey Mapping: Create an Effortless Experience

Tuesday | 1:30 PM – 5:00 PM
Jim Tincher

How hard is it to be your customer? Probably harder than you realize! Journey mapping is the key to understanding why you're losing customers and where your investment in customer experience is best spent to produce the greatest loyalty. In this hands-on workshop you'll create a journey map based on a hypothetical scenario. You'll walk through the process step-by-step, including identifying "moments of truth" and developing a plan of action to improve them. You'll leave with everything you need to run your own journey mapping workshop within your own organization.

Session Pre-8

Contact Center Technology 101: What Every Professional Needs to Know

Tuesday | 1:30 PM – 5:00 PM
Rio Pavilion 3
Lori Bocklund

Whether you are an operations or technology leader, if you need to learn how today's solutions can address pain points and gaps, and enable differentiated service and sales, this session is for you! We'll discuss the foundational elements (routing, reporting, WFM, QM, and more) as well as the latest tools (omnichannel, analytics, etc.). And we'll touch on the different ways technology is sold and delivered today (clouds, platforms, managed services). Learn practical information that will arm you for a discussion with your contact center or IT counterparts, as well as vendors. You'll leave this session ready to pursue technology projects that can transform your customer experience.

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen, IT Technologist, Medtronic

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   © 2016 UBM, All Rights Reserved.

   © 2016 UBM, All Rights Reserved.