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Maximize Productivity

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Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.


Session 102

Benchmark Your Way to World-Class Performance

Tuesday | 11:30 AM – 12:30 PM
South Pacific F
Jeff Rumburg

The power of benchmarking is that it enables a contact center to save enormous amounts of time and energy by building upon proven industry best practices. In this case study, Jeff Rumburg shares the story of how one contact center used benchmarking to slash costs and dramatically improve customer satisfaction. You'll learn the success factors for benchmarking and receive guidelines for harnessing the full potential of this tool.

Session 202

Four Reasons to Remove Forecast Accuracy from your Performance Review

Tuesday | 1:45 PM – 2:45 PM
South Pacific F
G. Todd Gladden,CWPP

Forecast accuracy is an important metric in fact, it's usually the go-to metric for measuring a forecaster's job performance. But does it really belong on their performance reviews? Join this session to hear an alternative perspective on how this common KPI has been used and misused.

Session 302

A Proven Approach to Continuous Improvement in the Contact Center

Tuesday | 3:00 PM – 4:00 PM
South Pacific F
Anne Slough, Jim Rustad

If your contact center has ever struggled to blend sales and service skills, improve conversion rates, or effectively measure quality, then you should consider conducting a Kaizen. In this session, you'll hear how implementing Lean strategies can increase sales conversions, decrease handle times, and provide a specific, clear, and coachable process that enables you to discover underlying performance management issues.

Session 402

Oops, They Did It Again: Best Practices for (Actually) Improving Agent Performance

Tuesday | 4:15 PM – 5:15 PM
South Pacific F
Justin Robbins

Do you ever get the feeling that you're wasting all the money, time, and resources that you've poured into agent training and development? If so, you're not alone. In this session, ICMI's Justin Robbins will explore the common root causes of poor customer service, share ideas for reducing agent turnover while increasing engagement, and provide actionable tips for improving agent performance.

Session 502

Secret Weapons for the Seven Most Common Contact Center Headaches

Wednesday | 1:45 PM – 2:45 PM
South Pacific F
Tim Montgomery

There are seven common contact center headaches that can test even the greatest of leaders. Overcoming these challenges starts with a dose of creativity and a willingness to challenge conventional contact center wisdom. During this session, Tim Montgomery shares lessons and instantly actionable guidance on how to alleviate these frequent frustrations from some of the world's most recognized service organizations.

Session 602

10 Knowledge Management Best Practices That Lead to Success

Wednesday | 3:00 PM – 4:00 PM
South Pacific F
Peter McGarahan

Successful knowledge management is more about people and process than technology. Explore the key principles and core concepts that other organizations have discovered lead to successful adoption of a knowledge-centered support model. Discover how to improve knowledge in the workflow so that no one in your organization can ever say there's garbage in the knowledge base without also admitting they're responsible for it.

"If you work in a Contact Center you need to attend this event! The ICMI Team creates a three day event where you learn more about Leadership, Employee Training/Quality Management and Retention, Technology in a fun environment, with the best in the Biz!"

Susie Kent, National Director Sales & Service, Broadway.com

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   © 2017 UBM, All Rights Reserved.