Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.


Case Studies

These organizations have it all. A wealth of knowledge, tons of experience, and serious talent. They’ve been there, done that, and are here to share their proven contact center strategies with you!

Session 102

Budget Friendly Hacks for Boosting Agent Engagement

Tuesday, 11:30 AM – 12:30 PM
N Hemisphere E3/E4
Erica Marois, David Perry, Kristy Powers

How do you build trust with your team, exhibit empathy, and relate on a personal level, all while continuing to command respect, drive results, and hit metrics goals? Whether you struggle with adherence, attendance policies, or a general lack of agent motivation, we have a few tips to help! Join us as for this inspiring, fast-paced panel session that will arm you with strategies to boost agent engagement. You'll walk away with ideas on more effective ways to structure meetings and employee one-on-ones, tricks for better communication, and unique activities that will inspire and motivate your team. Best of all? You'll come back to your contact center with budget-friendly hacks you can implement immediately to drive better results.

Session 104

Creating "Ready Now" Leaders: The Key to Building a Robust Leadership Pipeline

Tuesday, 11:30 AM – 12:30 PM
S Hemisphere 4/5
Michelle Braden

We've all seen the statistics indicating that people are more prone to change jobs these days. And, we know the importance of leadership bench strength in supporting business needs and staying innovative and ahead of the competition. So, when your business is volatile and growing at an extremely fast pace, how do you consistently create and maintain a robust – and, stable - leadership pipeline of "ready now" leaders? Join this session to hear TELUS International share how they dealt with this complex dilemma and how they have continued to innovate and evolve their award-winning strategy.

Session 105

Nonstop to Delight: How JetBlue is Putting Humanity Back into the Airline Industry

Tuesday, 11:30 AM – 12:30 PM
Asia 5
Frankie Littleford, Joseph Ansanelli, Brad Cleveland

In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for sustainable competitive advantage. But in the rush to be everything to everyone, the danger many companies face is in failing to meet the one, sustaining need of its customers: the need for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." In this discussion, you'll hear how customer service has set the airline apart in the past, present and vision for the future, how companies are working to humanize every interaction through a combination of technology and people, and practical ways companies can center service on the customer, no matter the communication channel.

Session 106

Your Workforce Management Team - Friend or Foe?

Tuesday, 11:30 AM – 12:30 PM
Asia 4
Susan Resendez

Have you ever wondered just what those folks do in workforce management? Do they really help me and my team or are they in the business of saying 'no' to all my requests? Join USAA to discover new ways to embrace your inner workforce management curiosity in this session and learn how to create positive relationships with your workforce management teams and understand how to leverage the depth of information your workforce management team can provide you.

Session 202

Doing the Right Thing: How to Establish an Ethical Frontline Culture

Tuesday, 2:00 PM – 3:00 PM
N Hemisphere E3/E4
Erick Sawyer

From sales practices to call disclosures, every customer interaction requires agents and leaders to demonstrate a culture that will protect the business by doing the right thing. In this session, you'll hear best practices from USAA on how to create this culture within your organization by promoting a risk-based mindset and establishing accountability for frontline employees. Learn how to establish the foundation of an integrated QA program that promotes a strong culture on the front line as well as the keys to strong partnerships and collaboration across the organization to protect your organization's brand and reputation.

Session 203

Building Blocks of an Effective Customer Experience Program

Tuesday, 2:00 PM – 3:00 PM
S Hemisphere 3
Nate Brown

Building a customer experience strategy is much like building and maintaining a home. It requires the use of the right techniques at the right time to create an attractive, functional, and lasting result. Nate will draw from his experience at UL and equip you with the hardware to initiate a meaningful CX program. Topics range from establishing a powerful CX change coalition, to breaking survey mentality with listening paths, to developing a culture-altering groundswell among your employee population. Whether you are a leader looking to begin a program for the first time, or just someone who wants to take your existing program to the next level, you do not want to miss this session!

Session 204

Leading in a Crisis: True Stories of Disaster Recovery

Tuesday, 2:00 PM – 3:00 PM
S Hemisphere 4/5
Todd Gladden, Karla Burda, Scott Murphy, Chuck Browne

It's no longer a question of if a crisis will happen, but rather a matter of when. Are you prepared to lead your contact center during such a time? This panel will share stories of crises faced by their contact centers and how they responded and rose up to lead their team through adversity. You will be inspired by the examples of great leadership during challenging times such as hurricanes, fires and cyber attacks. More importantly, you'll walk away prepared to handle the next major disaster that hits your center.

Session 207

Evolving Social Care in One Year

Tuesday, 2:00 PM – 3:00 PM
Asia 3
Georgia Adams

In this session, Georgia Adams from the 2016 ICMI Global Contact Center Award-winning social customer care team at Navy Federal Credit Union will share how her team went from nonexistent to best in the world in one short year. Attendees will learn best practices for finding the right people, setting up the right processes, and choosing the right technologies to deliver outstanding social media customer care, all based on lessons learned as the Navy Federal social care team evolved. The session will feature insights into the evolution of social customer care at Navy Federal, along with a hiring and QA reference and a quick-start worksheet attendees can use to plan and implement their own exceptional social customer care program.

Session 301

Finding the Balance in Contact Center KPIs

Tuesday, 3:15 PM – 4:15 PM
N Hemisphere E1/E2
Amber Krueger, Nick Stenberg

Many key contact center metrics are often at tension with each other. How does the contact center identify the sweet spot for effectively achieving balance between things like quality and efficiency? In this session, you'll hear how US Bancorp Fund Services fine-tuned their contact center KPIs to ensure that they struck a sustainable balance in the metrics that matter most. This session will highlight why they measure what they measure and the positive impact that they've seen over the years.

Session 303

Using Cross Functional Collaboration to Improve the Customer Experience

Tuesday, 3:15 PM – 4:15 PM
S Hemisphere 3
Daniel Moross

Long term success and a differentiated customer experience is highly dependent on employee engagement and internal collaboration. By bringing together their customer service teams and cross-functional stakeholders, they've heightened the understanding of what 'customer centricity' means at MOO. In this session, you'll learn how this award-winning organization deployed strategies such as journey mapping, their CX Liaison program and new methods of communication, to help identify customer improvement initiatives, break down silos within the organization, and ensure that their customers always have a seat at the table when key internal decisions are being made

Session 306

WFM Forum: Share Your Tips, Tricks, and Ideas

Tuesday, 3:15 PM – 4:15 PM
Asia 4
Tim Montgomery, Vicki Herrell, Todd Hixson, Susan Resendez

Workforce management is a complex and complicated specialized profession: part art, part science and sometimes a bit of magic. Whether you're experienced or a newbie, come join this meeting of the minds to share ideas and ask questions among your WFM peers. Our experts will bring their best practices for a show and tell, but the floor is all yours and the discussion will go wherever the group takes it. Join the experts to share your best practices and gain insight on ways to address your biggest WFM challenges.

Session 404

Employee Onboarding and Training from the Top

Tuesday, 4:30 PM – 5:30 PM
S Hemisphere 4/5
Anne Palmerine

At UPMC, they continually strive to improve and reinvent themselves, with a keen focus and passion to provide Service Excellence for all of their customers, internal and external. One such example is through their onboarding and training process and the intentional culture that is embraced and modeled by their senior leadership team. By attending this session, you'll hear why culture matters at UPMC but, more importantly, how they instill their values in employees from day one. If you're looking to bring new life to how your organization lives and leads its values, this session is for you.

Session 406

Optimization--What's In It For Me?

Tuesday, 4:30 PM – 5:30 PM
Asia 4
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 utilizing schedules in 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 your mother said so."

Session 502

How Audible - Amazon Launched an Agent-Focused Schedule Program

Wednesday, 1:30 PM – 2:30 PM
N Hemisphere E3/E4
Renee Hopkins

In this session, you'll hear how Audible - Amazon launched a revolutionary scheduling program that supported their contact center team in fitting work around life, instead of life around work.

Attend to learn how they moved from 'blue sky' optimism to reality, measured success through hard and soft metrics, and ultimately impacted their employee's daily lives. Lastly, walk away with a list of ideas on how your center might move to a scheduling program that's truly built with the employees in mind.

Session 505

Drive Change in Your Organization with VOC

Wednesday, 1:30 PM – 2:30 PM
Asia 5
Mark Miller, Kimberly Delaney

Through the systematic use of voice of the customer data to drive change and competitive advantage, Guardian has continued to improve their customer's experience. In this session you will learn how Guardian uses VOC to identify priorities and get to root cause of issues, engage employees and execute successful change management efforts and influence non-customer-facing groups to operate with the customer's experience in mind.

Session 506

10 Knowledge Management Best Practices That Lead to Success

Wednesday, 1:30 PM – 2:30 PM
Asia 4
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.

Session 507

It's All About the Data

Wednesday, 1:30 PM – 2:30 PM
Asia 3
Lori Bocklund, Art Schoeller, Jessica Conley

Analytics. Big data. Personalization. Intelligence. The buzz just keeps on growing. But what does it all mean? Join this passionate group of panelists to dive into the role of data in the contact center, what you can do with it, and how to pursue a better, smarter customer experience. We will cover the gamut of technologies that will help you capture and leverage data, gain insights, and optimize.

Session 601

Designing Reports that Inspire Results

Wednesday, 2:45 PM – 3:45 PM
N Hemisphere E1/E2
Debra Bentson, Dustie Mercer, Charles Henries, Erica Marois

When it comes to communicating the key metrics with your team, how do you ensure that the information is meaningful, actionable, and easy to understand? The answer is in the design of your dashboards and scorecards! In this session, you'll hear from a range of contact center leaders to discover tips, tricks, and industry best practices for developing and utilizing effective dashboards and scorecards. If you want to see better results from your KPIs, this is the session for you!

Session 602

Creating the Foundations for Authentic Support

Wednesday, 2:45 PM – 3:45 PM
N Hemisphere E3/E4
Greg Collins

Great strategy, processes, and innovative technology don't serve our customers, Support Agents do. This case study presentation will reveal how customer-focused organizations such as SalesLoft and Zendesk enable agents to serve with authenticity by putting people over process and technology. Discover how a shared Customer Service Vision, and elevating the Voice of the Agent are the foundations to empowering your strategy, process, and tools.

Session 603

Omnichannel and the Future Ahead: Planning for Tomorrow, Today

Wednesday, 2:45 PM – 3:45 PM
S Hemisphere 3
Angelo Arezzi, Thomas Farrell

In this session, Web.com will cover their evolution of Omni-Channel support and how it affects the customer experience. Angelo and Thomas will share how multi-generational teams and specifically the rise of newer generations and how they are disrupting the traditional view of customer experience. Discover how Web.com is adapting to the current state of the industry and how they're also looking to the future and the impact of new technologies in reshaping the landscape.

Session 605

Strategic Priorities Executive Roundtable

Wednesday, 2:45 PM – 3:45 PM
Asia 5
Josh Chapman, Beth Gauther-Jenkin, Jennifer Richard, Joan Scazzaro

The rapid velocity of change in today's contact center is forcing many executives to find a new approach to strategic planning. How does an organization best address their technical debt? In what ways must hiring and training evolve at the customer touch points? What's the best approach to creating a seamless experience? This panel will address these questions and many others as they explore new ideas and best practices for senior executives to best lead their organizations.

Session 701

Applying Metrics Across New Channels

Wednesday, 4:00 PM – 5:00 PM
N Hemisphere E1/E2
Justin Robbins, Tracy Dudek, Emily Cramer, Bassem Hanna

As the contact center expands beyond traditional channels, one of the greatest challenges can be translating metrics and standards to new contact types. In this interactive panel, you'll hear from contact center leaders on how they're driving consistency in their performance measure across all channels and where they've had to adapt - or change directions entirely - to ensure that they can always measure the things that matter most.

Session 702

Adopting a Continuous Improvement Approach to Culture

Wednesday, 4:00 PM – 5:00 PM
N Hemisphere E3/E4
Dan Hale

Employee engagement is often an indicator of your business' culture, but how does one leverage engagement surveys to actually improve culture? In this session, attendees will learn about Best Western Hotels & Resorts' US contact center's journey as they applied a continuous cycle of improvement to their annual employee engagement survey results from 2013 to 2016. Benefit by hearing their step-by-step process and receive several 'low cost' examples of how this process helped to elevate their agent engagement, agent training, and contact center culture.

Session 704

Rallying Your Company to Become More Customer Centric

Wednesday, 4:00 PM – 5:00 PM
S Hemisphere 4/5
Mark Miller, Kimberly Flemm

It's great to have a customer experience champion in the contact center, but the realities of driving long term change in an organization requires buy-in and focus at a much broader level. J.D. Power and their client, MetLife, will share how MetLife leadership is driving a customer-focused culture and a continuous improvement environment across their businesses. You'll learn how leaders gain company consensus around delivering a differentiated customer experience, use Customer Satisfaction to rally and reward their teams, and ultimately drive and influence change in their organization.

Session 705

When and Why Should You Outsource - Advice from Executives

Wednesday, 4:00 PM – 5:00 PM
Asia 5
Sarah Stealey Reed, Anne Palmerine, Vickie Friece, Michelle Braden

Making the decision to outsource all or some of your contact center or back office operations will have a significant impact on your organization. Whether that is a positive or negative impact is based largely on the strategic plan and decision points used in making the decision to outsource. Do you know the nuances of how to best make this choice? If not, attend this session to hear varied perspectives on how to best identify whether or not outsourcing is the best next step for your organization.

Session 706

Balancing Training with Skills Based Routing

Wednesday, 4:00 PM – 5:00 PM
Asia 4
Amber Krueger

We've all heard the saying, jack of all trades - master of none, and none of us want that to be the case as we train and evolve our agents across multiple channels or skillsets. But, how do we do that effectively? In this session, you'll hear how US Bancorp evolved their training and onboarding process in a way that fosters agent development to a high degree while avoiding information overload. Learn about their 150 day road map, evolved structure, and new approach to training for ideas on gaining better balance in your training program.

Pre-7

Improve your Customer Experience Delivery with a Holistic Customer Listening Framework

Monday, 1:00 PM – 4:30 PM
S Hemisphere 4/5
Nate Brown, Maureen Russolo

During this workshop you will be exposed to listening methods that are required to ensure you are implementing a holistic approach to customer experience optimization. We will review the importance of customer experience management and the elements you will need to round out your listening framework. We will discuss surveys, gathering the organic customer voice, immersive experiences, ethnographic research, escalated complaints review, social listening and more. Once we have reviewed the crucial listening channels we will share how you can effectively bring it all together and communicate it successfully within your organization to gain support and buy-in. We will cover the power of storytelling to share customer needs, how to effectively measure and report on your Customer listening and how to Journey-map to improve your experience delivery.

As a participant, you will have the opportunity to craft a listening framework with your peers and have an outline to take back to your organization. You will also gain deep insights related to effective measurement and metrics and how to facilitate Journey-mapping which will propel your success in customer experience optimization. This session is not be missed for anyone interested in improving their customer experience !

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis, Network/Telecommunications Analyst, Vectren Corporation

Sponsors

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.