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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

Embrace and Enable Your Agents' Personalities to Give the Ultimate Customer Experience

Wednesday | 11:30 AM – 12:30 PM
Catherine Hillier, David Perry

It's almost impossible to "wow" your customers with agents who are obviously scripted or worse, bored. Having an energized conversation with an agent requires letting their personalities shine, but this can be tricky in an environment where quality control is critical. Learn how the leaders at Clio have made their Customer Support Team one of the company's biggest selling points by embracing their agents' personalities. Be challenged by their hiring philosophy in recruiting candidates based on personality before anything else. Hear tips, tricks and lessons learned as they share their successes and where they have faltered when enabling their agents to bring their personalities to the phones every day.

Session 201

Change Your Thinking, Change Your Culture

Wednesday | 1:45 PM – 2:45 PM
Dianne Durkin

Positive thinking is not just a motivational idea it has a measurable and constructive effect on an organization. The more positive and optimistic your people are, the more productive your organization will be. This session will provide insight into how you can encourage and empower your people to think constructively about their fellow employees and the organization as a whole. We'll explore techniques to infuse optimism into everyday thinking, nurture a culture of trust between all levels of the organization, and overcome resistance to change. By developing a culture that is not afraid of changing, you can energize your entire organization for peak performance.

Session 301

Battling Agent Burnout

Wednesday | 3:00 PM – 4:00 PM
Jeff Toister

Keeping our contact center agents at the top of their game is always a challenge. One of the biggest worries is agent burnout, which can lead to poor customer service, poor productivity, and increased attrition. This dynamic session will reveal the leading causes of agent burnout, and what successful contact centers are doing to prevent it. Through an interactive combination of hands-on activities, cutting-edge research, and real-world stories, you'll gain a new understanding of the causes and impact of agent fatigue and discover proven solutions to overcome these challenges.

Session 401

Shift Happens: Create an Environment to Influence Customer Mood Change

Wednesday | 4:15 PM – 5:15 PM
Lauren Mott, Ted Nardin, James Keaten

How does a customer's mood impact your business? Mood is highly predictive of a customer's life cycle and lifetime value. Issue resolution is expected, but solving a problem in a way that positively influences a customer's mood is an important retention strategy. How we handle interactions when things are going wrong is much more powerful than when things are going right. Learn how Bright House Networks used customer mood analysis to shift employee engagement methods and improve customer retention. Explore the science behind mood analysis, and uncover what employee interaction behaviors drive the best customer results.

Session 501

How to Write to Customers in Your Company's Brand Voice

Thursday | 1:45 PM – 2:45 PM
Leslie O'Flahavan

Your customers know your company in many ways: from ads, your website, social media and more. They experience your brand voice as a "friend" through these channels, but when customers contact you for service, your company often communicates in a strict, legalistic, and formal style. This disconnect between the brand voice and the customer service voice harms the overall customer experience, and leads to customer distrust. This session will examine what brand voice is, how it affects your relationship with customers, and how to define elements of your company's brand voice so you can incorporate them into your communications. Learn how you can respond to customer contacts in your company's brand voice without sacrificing accuracy or authority.

Session 601

Retained! How to Help Managers keep their Employees

Thursday | 3:00 PM – 4:00 PM
Ann Tardy

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

First Contact Resolution: Evolution from Traditional to Social Media Service

Wednesday | 11:30 AM – 12:30 PM
Al Hopper, Justin Robbins, Neal Topf, Jeff Toister, Jeremy Watkin

Panel discussion outlining the challenges measuring First Contact Resolution (FCR) in the contact center. Channels include phones, email, chat, and social media. The panel will be moderated with a series of questions for each member and allow time for questions form the audience at the end.

Session 202

Maximizing Efficiency through Extreme Workforce Optimization

Wednesday | 1:45 PM – 2:45 PM
Todd Hixson

Are your WFM and operational teams often at odds? In this straightforward presentation you will see how optimization not only benefits customers, but how balanced optimization increases opportunities for agent development and off-line activities by utilizing schedules with a higher level of efficiency. Learn about "extreme" optimization techniques, and glean tips for agents and coaches on how to make their days more productive while alleviating stress. You will walk away with a toolkit that promotes cross-functional collaboration and instills understanding beyond "because I said so." Come hear how Cabelas has successfully implemented workforce optimization and you can, too!

Session 302

10 Knowledge Management Best Practices That Lead to Success

Wednesday | 3:00 PM – 4:00 PM
Pete 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 is garbage in the knowledge base without admitting they are responsible for it.

Session 402

Surveys: A Critical Piece of Walgreens' Continuous Improvement Strategy

Wednesday | 4:15 PM – 5:15 PM
Maher Mourad

Improving the customer experience across every interaction and channel is the number one priority at Walgreens, which supports 1.2 billion customer impressions annually. In 2012 they implemented a new customer survey technology using the post call-back method, which enabled them to deliver over 500,000 surveys and increase CSAT scores 5% during the first 12 months. By effectively leveraging tools such as real-time reporting, voice to text analytics, real-time alerts, and a customer experience dashboard, Walgreens has been able to easily identify opportunities for continuous improvement, understand the drivers of customer delight and dissatisfaction, and provide meaningful, real-time feedback to staff. Learn how Walgreens' implementation of survey software and ability to maximize the wealth of data captured has dramatically improved their customer satisfaction.

Session 502

Call Calibration: Achieving Quality Scoring Consistency

Thursday | 1:45 PM – 2:45 PM
Deelee Freeman

You can have the most advanced call recording technology, evaluation tools and a dedicated quality staff, but without consistency in scoring, the integrity of your entire quality program will be compromised. Call calibration is vital to the health of your quality program, but so many find their calibration sessions frustrating and not necessarily helpful in taking consistency to the next level. This session provides everything you need to know about setting up an effective call calibration program and how to measure calibration. Most importantly, discover how to run a successful calibration session, where participants are engaged and committed to the consistent application of quality standards to call behaviors.

Session 602

One Metric You Might Be Missing: Contact Rate

Thursday | 3:00 PM – 4:00 PM
Nathan Deeds

How do you know if your customer experience is getting better over time? Measuring your contact rate allows you to establish a baseline and spot trends in your customer contacts and product versions. In this candid session, OpenTable will share lessons learned, and how they discovered that the smallest volume of overall support interactions can actually represent the largest area of opportunity. Hear about how to determine if your product and customer experience is flat, improving or declining, even during exponential user growth and large increases in case volume. Lastly, we'll explore what truly constitutes a customer contact, and what the future of customer interactions looks like in the contact center.

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

The 21st Century Office: Making Work-at-Home Work

Wednesday | 11:30 AM – 12:30 PM
Michele Rowan

Driven by dense populations and highly transactional work, contact centers are one of the most successful segments in leveraging work-at-home programs. This highly interactive session will provide clear insights on how thousands of companies have transitioned from office-based contact centers to a mixed environment of office-based employees, "hotel" or hot desk employees, and dedicated work-at-home employees. Discover the critical success factors, risks and failure points of these programs. We'll share best practices in virtual performance management, cultural connectivity and engagement, hiring, training, equipment and services provisioning, and more. You'll leave armed with the tools you need to bring your workforce into the 21st Century with a successful work-at-home program.

Session 203

A Better Way to Measure Your Contact Center Success

Wednesday | 1:45 PM – 2:45 PM
Bob Furniss

Today's contact center has more data than ever before, but the question remains what really matters to the customer? In this session we will discuss four key elements of measurement that can ensure that your center is synced, both internally and externally. We'll examine how to determine which traditional metrics to keep, how to balance the various customer experience metrics (FCR, CSat, NPS, etc.), and new ways to improve or measure agent metrics such as knowledge availability, agent satisfaction and employee turnover. Filled with real-world examples, you're sure to leave with the tools to re-evaluate your metrics and drive success!

Session 303

Driving Customer Loyalty One Customer at a Time at Wells Fargo

Wednesday | 3:00 PM – 4:00 PM
Heather Magaha

In an environment where stellar service has become an expectation rather than a delightful surprise, learn how Wells Fargo Treasury Management Client Services developed a new way to make a positive impact on customers, one customer at a time. Heather Magaha will walk through the development, roll out and results of a new program that has pushed the envelope of traditional service and is driving loyalty. Don't miss the opportunity to hear how innovation is happening at a 300+ customer care organization spanning 6 cities and providing one point of contact for treasury servicing needs.

Session 403

Gaining Enterprise-Wide Cooperation for Customer Service Excellence

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

Today's "as a service" economy and the proliferation of digital channel offerings creates a challenging landscape for contact center leaders wishing to deliver great, differentiated customer service. In this session, ICMI's Justin Robbins will explore the contact center's role in an organization's overall customer service strategy. Topics of discussion will include the infamous disconnect between marketing and the contact center, how to influence the adoption of new channels, and more! Attend this session to learn how the contact center can play a more strategic role in the planning and delivery of their company's overall service strategy.

Session 503

Leadership: Inspire Change from the Frontlines!

Thursday | 1:45 PM – 2:45 PM
Dustie Mercer

Struggling to understand why change continues to create fear and pockets of resistance throughout the team? Come hear how Renaissance created an army of change agents to drive improvements, allowing leaders to stay focused on long-term, proactive strategic needs. They'll detail the 6-step plan they use to discover and implement solutions that can be used to achieve any goal, in any industry. Eliminate the need to manage change by tapping into the knowledge of your front lines and inspire change to occur without you. Having your team actively participate in the improvement process creates loyalty, motivates the use of discretionary effort, and inspires them to raise the quality of overall customer care. Filled with actionable insights, this is a session you won't want to miss!

Session 603

Multi-channel Done Right: Launching, Managing, and Optimizing Multi-channel Customer Engagement

Thursday | 3:00 PM – 4:00 PM
Lisa Durant

The industry's been buzzing for years about the importance of engaging customers through the channels that they desire. But with each new channel comes new challenges, including finding the right agents to handle these channels, creating quality monitoring programs that include non-voice engagement, understanding and meeting customer expectations across varying mediums, and establishing important technology integrations to ensure that customer data is not lost along the customer journey. In this session, we'll explore the best practices and pitfalls for optimizing multi-channel customer engagement. We'll provide actionable insights and real-world examples to help you improve your customer-engagement strategy.

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

Using Technology to Create a One-Stop Shop for a Complete Customer Experience

Wednesday | 11:30 AM – 12:30 PM
Jessica Rinell, Maher Mourad

The technology options available today can be dizzying, but ultimately you need to assess which technologies will have the biggest impact on your customer relationships and business. This session will describe Walgreens' journey as they decided investing in a customer relationship management application was the right choice to enhance their customer experience. Learn how Walgreens has streamlined processes, maintained organization and increased customer satisfaction and loyalty all while realizing more than $3M in cost savings within the first year! Hear how implementing the technology across various lines of business has allowed them to decrease call backs, increase efficiency and first call resolution, meet service level goals and improve customer experience.

Session 204

Technology Selection at the Speed of NOW

Wednesday | 1:45 PM – 2:45 PM
Lori Bocklund

Today's marketplace is complex and confusing, with many big decisions to make: cloud or premise, direct or through a partner, suites or point solutionswhich vendor is right for us?! One big decision is whether to write an RFP or move faster while still squeezing in enough due diligence to manage risks and make the right choice. If you're in the market for finding a new contact center technology solution, help has arrived! This session will give you valuable insights and approaches from an independent consultant who help clients sort through these difficult, critical decisions each day.

Session 304

How Mercedes-Benz Leverages Omni-Channel Customer Journey Interaction Analytics to Achieve Success

Wednesday | 3:00 PM – 4:00 PM
Brian LaRoche, Colleen Unick, Rhonda Ludbrook

This presentation will overview how Omni-channel interaction analytics works and how organizations can leverage this technology to truly understand the full customer journey and discover the best path to positive outcomes for both the organization and customers.

The quest to provide the effortless customer experience starts with gaining insight into your customer's level of satisfaction, understanding what drives those sentiments and then adapting your representative's responses to those conditions to achieve optimal customer outcomes. Attendees to the presentation will learn how automated contact analytics captures and analyzes the various forms of interactions (Omni-Channel) such as calls, chat, emails, twitter and even surveys that take place along your customer's journey. They will also learn how these insights can help guide customer service, retention and operational efficiencies improvements along with increases in Net Promotor Score and revenues.

Session 404

Optimizing Your Workforce in an Omnichannel Environment

Wednesday | 4:15 PM – 5:15 PM
Lisa Durant

Workforce management is no longer just about scheduling and measuring traditional KPIs and metrics. Today's workforce optimization solutions are capable of so much more; however, many contact centers don't even leverage the capabilities available to them. This session will investigate not just the technologies that you can use to help optimize your workforce but also the metrics, KPIs, and business practices you can use to ensure that you are taking advantage of the solutions in which you've invested. We'll also discuss the nuances and differences that impact quality management in non-voice channels as well as actionable insights and real-world examples of quality management programs that extend beyond the traditional, voice-centric call center.

Session 504

Customer Experience, Up in the Cloud

Thursday | 1:45 PM – 2:45 PM
Pauline Mulvey

In today's contact center, customer experience making it easy and effortless to do business with your company is a top priority. Can leveraging the cloud really make life better for you and your customer? What advantages can cloud technologies bring to your business, what are the associated risks, and how secure is it? In this insightful session, Mitchell International will share key learnings from their journey, including discussion of the benefits and risks of moving to the cloud, change management techniques for moving from premise to cloud, and success factors for needed organizational changes when implementing cloud solutions.

Session 604

No More Apologies: How to Master Multilingual Support in the Contact

Thursday | 3:00 PM – 4:00 PM
Justin Robbins, Tom Tseki

The most common way contact centers address customers that do not speak a supported language is to simply apologize and attempt to handle in the agent's primary language. With over 50% of contact centers expecting an increase in such contacts over the next three years, this is neither sustainable nor acceptable. A solution that supports customers of all languages, across all channels requires an understanding of the challenges in providing multilingual support, and the options available to overcome them. Come hear Lionbridge and ICMI detail the results of their 2016 research on multi-lingual support, and share the strategies, metrics, and opportunities that exist for organizations to be more accessible and intentional in their approach to providing omni-lingual support across any channel of service.

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

Susan Williams , Coordinator, Member Services, Roanoke Electric Cooperative


   © 2016 UBM, All Rights Reserved.

   © 2016 UBM, All Rights Reserved.