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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

Be a Contact Center Super Hero! A Step-by-Step Guide to Engaging & Retaining Talented Agents

Tuesday | 11:30 AM – 12:30 PM
Jeff Toister

The evil villain Disengagement has plagued contact centers for years, causing chaos through turnover, absenteeism, and poor performance. Through cutting-edge research, real-life success stories, and opportunities for self-assessment, this fast-paced session will show you how to ward off Disengagement once and for all. Discover proven strategies for improving turnover, absenteeism, poor performance, and other agent disengagement symptoms. Learn five reasons why agent engagement initiatives fail, an agent motivation secret that we’ve all overlooked, and five critical points in the agent engagement cycle. You’ll leave the session with a step-by-step plan for engaging your contact center’s agents like never before!

Session 201

Agent Optimization: Maximizing the Frontline’s Performance & Productivity

Tuesday | 1:45 PM – 2:45 PM
Justin Robbins

ICMI research conducted in the fall of 2014 uncovered that the agent is the cornerstone of the customer experience. It also revealed critical concerns about employee engagement and empowerment, common contact center metrics, and their implications on customer engagement and satisfaction. A follow-up study in the spring of 2015 probed deeper to discover the real state of today’s contact center agent – and what steps must be taken to ensure that your most critical asset is set up for success. Come hear ICMI’s findings and learn what you can do to optimize agent performance and productivity in your own contact center.

Session 301

Don't Just Manage - Lead!

Tuesday | 3:00 PM – 4:00 PM
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 403

Agent Optimization: Maximizing the Frontline’s Performance & Productivity

Tuesday | 4:15 PM – 5:15 PM
Justin Robbins

ICMI research conducted in the fall of 2014 uncovered that the agent is the cornerstone of the customer experience. It also revealed critical concerns about employee engagement and empowerment, common contact center metrics, and their implications on customer engagement and satisfaction. A follow-up study in the spring of 2015 probed deeper to discover the real state of today’s contact center agent – and what steps must be taken to ensure that your most critical asset is set up for success. Come hear ICMI’s findings and learn what you can do to optimize agent performance and productivity in your own contact center.

Session 501

Take an Agent-Centric Approach to Enhance the Customer Experience

Wednesday | 1:45 PM – 2:45 PM
Penny Tootle

Research has shown that the cornerstone of the customer experience is the front line agent.  Hear how Las Vegas Valley Water District’s call center is managed with this as the key driver behind the meter to cash philosophy.  The outcome agent optimization has enhanced employee engagement, re-focused empowerment efforts, improved common contact center metrics, and increased internal employee satisfaction scores. 

Session 601

Managing Millennials: Mentoring and Motivating the Next Generation of the Workforce

Wednesday | 3:00 PM – 4:00 PM
Jennifer Richard

They’re here….and whether you like it or not, Millennials are beginning to outnumber Gen X and Boomers in the workplace.  In order for your contact center to be successful, you will need to open your mind to a new, different and potentially uncomfortable way (at first) of managing your team. Join the discussion on how to understand this growing workforce presence and more importantly, how to capitalize on their unique strengths. One size does not fit all, and contact center leaders need to prepare for a new way of driving employee engagement and business results.

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

One Size Does Not Fit All: QM Out of the Box

Tuesday | 11:30 AM – 12:30 PM
Annie Woo

This thought-provoking session will describe Mindbody’s unconventional approach to quality monitoring. Despite years of using best practices for reporting and QM, turnover was still high and the metrics used were continuously outdated. They discovered that agents needed to be trusted to do what's right in every interaction – and that traditional QM was in the direct opposition of trust. Their new process is a paradigm shift away from traditional QM that improves culture and morale, reduces turnover, and provides clarity in how customer service actually drives loyalty. Come hear how their unique solution to QM has reduced turnover to 12% and earned Mindbody regular “Best Place to Work” ranking.

Session 202

Deriving Measurable ROI and Impact from your VOC Data and Tools

Tuesday | 1:45 PM – 2:45 PM
John Goodman, Tara Odell

There are a multitude of tools available to collect and interpret “voice of the customer” data. How much of this is hype and what produces real value? Where should you spend the most time and resources? This informative session will provide a roadmap for assessing your VOC and quality measurement processes, and help determine the optimal balance of investment in technology vs. analytical expertise.  Discover how Phonak uses data from multiple tools and sources to impact customers at four levels – at the individual rep transaction, the team, call center strategy, and by identifying opportunities and proactively communicate with customers.

Session 302

Striving for Progress – Not Perfection: 10 Actions to Dramatically Move the Needle on Performance

Tuesday | 3:00 PM – 4:00 PM
Cindy Garrett, Carolyn Sarb, Agnes Barard

If you want to improve performance in your contact center but feel overwhelmed by the task, this session is for you! Learn how to put together an actionable plan that can achieve dramatic results. We’ll highlight 10 key areas that San Antonio Water Services focused on in their 30/60/90 plan to significantly transform their performance and achieve dramatic improvements in service level, schedule adherence, ASA, abandonment rate and hold time. You’ll leave with insights on best practices and lessons learned, as well as a structured approach you can utilize to make tangible progress in your own contact center.

Session 402

Evaluating Non-Voice Conversations: A Quality Monitoring Case Study for the New Age of Customer Interactions

Tuesday | 4:15 PM – 5:15 PM
Lauren Mott, Ryan Newhouse, Michael Castillo

Are you optimizing your quality culture across your multi-channel contact center? Are you consistently measuring agent conversations with customers in Email, Live Chat and Social Media? This practical case study featuring Bright House Networks will provide the framework for applying quality monitoring behaviors that can carry over from voice interactions to your non-traditional customer conversations. You will learn the strategy and tactics for implementing a quality culture that can encompass all of your two-way customer communication touch points. Plus, learn about the science of communication and how to create real dialogue with your customers.

Session 502

Evaluating Non-Voice Conversations: A Quality Monitoring Case Study for the New Age of Customer Interactions

Wednesday | 1:45 PM – 2:45 PM
Lauren Mott, Ryan Newhouse, Michael Castillo

Are you optimizing your quality culture across your multi-channel contact center? Are you consistently measuring agent conversations with customers in Email, Live Chat and Social Media? This practical case study featuring Bright House Networks will provide the framework for applying quality monitoring behaviors that can carry over from voice interactions to your non-traditional customer conversations. You will learn the strategy and tactics for implementing a quality culture that can encompass all of your two-way customer communication touch points. Plus, learn about the science of communication and how to create real dialogue with your customers.

Session 602

“The Power of One” Activity Session

Wednesday | 3:00 PM – 4:00 PM
Vicki Herrell

What other session utilizes a wading pool, tennis balls, and a bucket from your favorite fried chicken joint? Probably none, because this one is unique! If you struggle with adherence in your center, come learn some proven techniques and activities that show agents in an impactful way just how important they are – and that one person really does make a difference! This session will help call center managers and supervisors understand "The Power of One" concept, and also gives workforce management professionals the tools they need to share this information with management as well.

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

I Have Mapped the Customer Journey. Now What?

Tuesday | 11:30 AM – 12:30 PM
Jeff Thompson

Mapping the customer journey has many strategic benefits, from ensuring a consistent experience across channels, to removing inefficiencies, to increasing customer lifetime value. Although this is an excellent guide, brands must also focus on the here and now if they want to provide the proactive, personalized service customers expect. Real-time monitoring is the next step, and enables brands to seize individual moments that can change the course of a customer’s journey. This session will describe how to best utilize the customer journey map; what information should be tracked in order to deliver proactive, hyper-personalized service, and how emerging technologies can be leveraged to exceed customer expectations.

Session 203

Secrets to Developing an Award-Winning Customer Service Team

Tuesday | 1:45 PM – 2:45 PM
Brock Faucette, Cecelia Mastin, Erica Strother Marois, Murray Warring

Today's contact center is challenged by rising customer expectations, new service channels, and ever-changing technology, and the role of customer service has never been more important. So, how can leaders in the contact center develop award-winning teams that deliver best in class service? Attend this engaging session to hear secrets to success and innovative tips from recent ICMI Global Contact Center Awards Winners.  

Session 303

The Path to Gamification Success

Tuesday | 3:00 PM – 4:00 PM
Neal Topf

If you’re considering incorporating gamification into your center, this session is a “must attend”. Gamification can be a smashing success – but like all contact center technologies there are challenges that come with vendor search and selection, implementation and integration, learning and adoption curve, and measurement. Come hear how Callzilla has worked through the learning curves associated with Gamification, and now has their contact center on the path to improved KPIs, broader agent engagement, and improved overall results. Discover the do's and don’ts and lessons learned that you can apply to your own gamification journey.

Session 404

I’ve Mapped the Customer Journey. Now What?

Tuesday | 4:15 PM – 5:15 PM
Jeff Thompson

Mapping the customer journey has many strategic benefits, from ensuring a consistent experience across channels, to removing inefficiencies, to increasing customer lifetime value. Although this is an excellent guide, brands must also focus on the here and now if they want to provide the proactive, personalized service customers expect. Real-time monitoring is the next step, and enables brands to seize individual moments that can change the course of a customer’s journey. This session will describe how to best utilize the customer journey map; what information should be tracked in order to deliver proactive, hyper-personalized service, and how emerging technologies can be leveraged to exceed customer expectations.

Session 503

Reduce Customer Effort and Operating Costs by Optimizing Online Service

Wednesday | 1:45 PM – 2:45 PM
Lara Ponomareff

CEB research finds that in today's digital age, customers actually prefer to self-serve, and often go to a company website first to find a solution. The challenge isn't getting customer to try self-service, it's getting customers to fully resolve in self-service. Nearly two-thirds of phone volume represents customers who first tried to resolve their issue on the web, but failed. This session will explore the type of web self-service experience customers actually prefer, and describe how the best companies provide a simple and clear path to resolution in order to build the optimal web self-service experience for customers.



 

Session 603

Advanced Work at Home Strategies for Contact Centers & Support Functions

Wednesday | 3:00 PM – 4:00 PM
Michele Rowan

Work-at-home for contact centers and support functions has exploded, but many still struggle with optimizing hiring, training, engagement and performance in the remote environment. This invaluable session will describe advanced strategies for sourcing, assessing, hiring and onboarding remote workers, as well as advanced practices in virtual training. Learn how to leverage next generation tactics for virtual performance support and engagement, and gain real-time visibility and process automation without high capital expenditures and IT costs. You’ll leave this session with best-in-class deployment strategies, business processes & policies for successful telecommuting and work at home programs that you can implement immediately.

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

Venturing to the Cloud at Columbia Sportswear

Tuesday | 11:30 AM – 12:30 PM
Kristina Coker

Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear. In support of this mission, they recently leveraged the cloud for a new contact center system that allows them to support a wider range of communication channels, scale to satisfy seasonal call volumes, be more resilient to outages, and gain easy access to live call statistics. If you’re considering a move to the cloud, join us as they share the challenges and lessons learned during their journey, as well as the benefits and competitive advantage they’ve achieved as a result.

Session 204

From Common to Intelligent: Keys to “New” Self Service

Tuesday | 1:45 PM – 2:45 PM
Lance R. Christmann, Stephen Williams

The goal of most support organizations is to improve customer experience while reducing costs. To address these concerns, organizations implement customer self-service capabilities wherever possible. Companies that are able to add multiple self-service channels, including SMS, can take advantage of advanced and sophisticated automation, but most companies can’t even change the prompt in their basic phone menu! How do you move from basic phone trees into great automation and amazing self-service?  Come learn how the DC.gov Office of Unified Communications made the journey from a common to an intelligent system that resulted in fewer calls and increased customer engagement.

Session 304

Multi-Channel to Omni-Channel - How to Make 8+ Channels Feel Like ONE!

Tuesday | 3:00 PM – 4:00 PM
Bob Furniss, Josh Jandrain

While the industry has put a lot of focus on adding new channels (multi-channel support), today’s customer is more focused on receiving the same level of support across all channels (omni-channel support). Hear how companies like Berkshire Hathaway Travel Protection are raising the bar on customer expectations. In this enlightening session you’ll learn how to prioritize channels that fit your specific company profile, plan for the impact of each one, and understand the key role knowledge plays. Discover BHTP's real-life challenges of providing strong omni-channel support and how their learnings and success can impact your organization.

Session 401

Contact Center Technology: Hot Ideas on Hot Topics

Tuesday | 4:15 PM – 5:15 PM
Bob Furniss, Lori Bocklund, Art Schoeller, Brenda Patt

Two of the hottest topics on the contact center technology front are omni-channel and performance tools. This panel is going to bring over 100 years of experience working in the industry to a lively, rapid fire discussion about what’s hot, where it fits, the value it brings, and how to do it right. If you’re looking for insights on analytics, gamification, eLearning and coaching tools, reporting, quality, workforce management, and more across voice, email, chat, SMS/Text, social, and other media, this session promises to entertain and enlighten!

Session 504

Contact Center Technology: Hot Ideas on Hot Topics

Wednesday | 1:45 PM – 2:45 PM
Bob Furniss, Lori Bocklund, Art Schoeller, Brenda Patt

Two of the hottest topics on the contact center technology front are omni-channel and performance tools. This panel is going to bring over 100 years of experience working in the industry to a lively, rapid fire discussion about what’s hot, where it fits, the value it brings, and how to do it right. If you’re looking for insights on analytics, gamification, eLearning and coaching tools, reporting, quality, workforce management, and more across voice, email, chat, SMS/Text, social, and other media, this session promises to entertain and enlighten!

Session 604

How Southern Company Turned Their Automated Phone System into a Hero of the Organization

Wednesday | 3:00 PM – 4:00 PM
Mark Camack, Wesley Higgins

IVR may not be a sexy subject, but most centers have one – and most are victims of benign neglect! In this session, Southern Company will share details of their successful IVR improvement project, which provided proven ROI from dramatic increases in self-service containment. The case study will demonstrate easy-to-grasp, best-in-class design principles that result in IVR system menus that callers are more likely to use – and that CFOs and CIOs embrace, since performance improvements and savings are driven directly to the bottom line. Be inspired to bring your IVR from good to great! 

“The keynotes were entertaining and informative, the breakout sessions were beneficial, and the site tours were amazing. The ICMI staff at the event was also incredibly friendly and welcoming.”

Christopher Pinney, Business Operations Analyst, Navy Federal Credit Union

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