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Pre-Conference Workshops

Customer Experience Improvement

Half-day interactive, hands-on training with some of the best presenters 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

Staff Up! 10 Ways to Hire and Train Faster

Monday | 8:30 AM – 12:00 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 dynamic session 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-2

The Principles of Effective Contact Center Management

Monday | 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

Customer Journey Mapping – A Valuable Tool for Improving Service

Monday | 8:30 AM – 12:00 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-4

Shaping your Contact Center’s Role in an Omni-Channel Strategy

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

The contact center is an essential part of an enterprise strategy that enables you to meet – and exceed – your customers’ expectations. During this highly interactive workshop, you will work with other creative leaders to define what multichannel means, identify the priorities for technology to enable multichannel delivery, and ponder where you’ll spend valuable money and resources to make your vision come to fruition. You will be challenged to consider best practices and catalyze cross-channel collaboration to ensure success for your company – and your customers. You’ll leave with a strategy that ensures your planning efforts lead to sustainable positive outcomes.

Session Pre-5

10 Essential Principles for Writing to Customers in a Multichannel World

Monday | 1:30 PM – 5:00 PM
Leslie O'Flahavan

While you want customers to receive excellent written service in the channel they prefer, you’ve got to give them a consistent experience whether it’s a letter, email, chat, text, social media, or self-service. This hands-on workshop will describe 10 principles for writing to customers in any channel. Learn how to ensure consistency of tone, the appropriate level of formality for each channel, and how/when to repurpose content between channels. You’ll review and comment on actual samples of written customer service, and leave with a guide to share with your customer service managers, quality assurance leads, and frontline agents.

Session Pre-6

Conquering the Cross-Channel Customer Experience

Monday | 1:30 PM – 5:00 PM
Justin Robbins

With most customers utilizing multiple channels at any given time, contact center leaders are tasked with providing a consistent experience regardless of how the customer decides to contact them. Meeting this challenge requires the ability to empower the front-line, leverage technology and true real-time management insights, and align the use of data and performance metrics. Is your contact center able to see the whole story when (not if) the customer's journey moves them across channels? This workshop will provide attendees with actionable insights and best practices for conquering the cross-channel customer experience, as discovered from ICMI's 2015 research programs.

Session Pre-7

Positioning Call Center Leaders for Success in a Sea of Change

Monday | 1:30 PM – 5:00 PM
Tim Montgomery, Lorianne Feltz

The contact center is a real-time environment of continuous change that requires daily adjustments to plans, people and processes. Unfortunately, many leaders focus only on today’s chaos and finding a one-time resolution; but successful leaders view themselves as “change agents,” providing a broad and successful perspective to continual adjustment and improvement. Hear how Lorianne Feltz discovered powerful ways to navigate change and become a successful leader who is ready for anything! **This session was presented with the same speakers in 2012 and is in the top 10 in all time attendance. Both speakers were rated very high and was described by many as one of the best sessions of the conference

Session Pre-8

Contact Center Technology 101: What Every Professional Needs to Know

Monday | 1:30 PM – 5:00 PM
Lori Bocklund

If technologies such as multimedia routing and reporting, knowledge management, integrated desktop, and analytics sound enticing but intimidating, this highly interactive session is for you! Operations and technology leaders alike will learn how today’s solutions, whether premise- or cloud-based, can help you more effectively manage increasingly complex customer interactions. You’ll discover the capabilities every center needs, as well as the innovations that are changing the landscape. 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 tackle technology projects that can transform your customer experience.

"I enjoyed the variety of topics, especially the topics focused on improving the customer's experience via automation."

Jonathan Hall , Senior Manager Work Force Manager, Bright House Networks

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