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Elevate Your Leadership

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Best practices from industry frontrunners to help lead your team to success.


Session 103

Thought Leaders Tell All: 2018 Trends to Prepare for Now

Tuesday | 11:30 AM – 12:30 PM
South Pacific D
Erica Marois, Nate Brown, Jenny Dempsey, Sean Hawkins

How will customer service evolve in 2018 and what do you need to do now to prepare? The stakes are higher than ever. Ovum research reveals that 82% of consumers have stopped doing business with a company following a single bad experience. Organizations are looking to create more meaningful and effective experiences to retain valued customers and build brand loyalty. Wondering how you can stay ahead of the competition? Join us for this interactive panel discussion with ICMI Top 50 thought leaders. They'll share their thoughts on personalization, artificial intelligence, the rise of social, video and more. They'll also give you a glimpse of their priorities for the year ahead. Don't miss this opportunity to position your team for success in 2018!

Session 203

The Seven Secrets of Self-Leadership

Tuesday | 1:45 PM – 2:45 PM
South Pacific D
Phil Gerbyshak

Great leadership begins with the understanding that before you can lead others, you must first be able to lead yourself. In this session, former IT and software executive Phil Gerbyshak reveals the seven secrets of self-leadership that will transform you into the type of leader you'd want to follow. You'll learn how to create a personal leadership plan, set smarter, more impactful goals, build more meaningful relationships, and much more!

Session 303

Sparking Creativity and Innovation in Your Contact Center

Tuesday | 3:00 PM – 4:00 PM
South Pacific D
Dianne Durkin

In this session, Dianne Durkin concentrates on management techniques that create a responsibility-based culture where innovation and creativity are paramount. Attendees will learn how to ensure a positive service climate by employing a seven-step process to engaging and empowering employees, while utilizing customized rewards and recognition systems that emphasize excellent service.

Session 403

The #FreeToHelp Movement

Tuesday | 4:15 PM – 5:15 PM
South Pacific D
LESLIE O'FLAHAVAN, Jenny Dempsey

The #FreeToHelp movement engages frontline employees to "think and act like the owner," to make the same type of customer-centric choices business owners make. In this session, you'll discover how the most progressive and successful customer service organizations are using #FreeToHelp, and how you can adopt these practices to revolutionize your contact center's quality and boost agent engagement to record heights

Session 503

ROI: How to Measure and Maximize Your Contact Center's Value

Wednesday | 1:45 PM – 2:45 PM
South Pacific D
Peg Peterson, Tim Decker

Without the ability to show executive leaders the value of your contact center, they may always question the virtue of investing in it. In this session, experts will share the process of defining and measuring contact center ROI, effectively using data to show improvements to KPIs, and communicating the results with executives.

Session 603

Don't Just Manage―Lead!

Wednesday | 3:00 PM – 4:00 PM
South Pacific D
Art Coombs

Why do some contact center teams flourish while others flounder? They use the same technical tools, draw from the same employee pools, deploy the same processes, and serve the same customers―yet some teams seem to have perpetually low employee turnover and high customer satisfaction scores. Why? All too often, we're given the tools to manage, yet very little training or tools to help us lead. In this session, learn 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!

"I learned so much in the two days that I attended."

Susan Williams , Coordinator, Member Services, Roanoke Electric Cooperative

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   © 2017 UBM, All Rights Reserved.