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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

Who Says Quality Assurance Can't Be Fun? An Informative and Entertaining Look at QA Approaches that Meet Objectives

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Vickie Friece, Nate Brown

UL

Today's QA departments serve many roles, including coach, audit, voice of the customer, and more. Join us for a fun, interactive look at various traditional and non-traditional methods, approaches and tools available, and how to best match an approach to meet your objectives. Through a mock SNL-style "Point/Counterpoint" debate, we'll outline some new concepts and more traditional ones along with some objectives that match each approach. Using a game show approach, the audience will then be engaged to provide additional approaches, ideas and objectives. You'll leave energized, and with a long list of approaches, tools and methods that best match the needs of your center.

Session 103

Schedule Adherence Metrics Save the Day at Sign-Zone

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Jim Thomsen

Not long ago, Sign-Zone's contact center had serious troubles—employee engagement was low, customer experience was poor, and business goals were not being met. Fast forward less than a year and the improvement in ASA levels, employee and customer engagement are nothing short of jaw dropping. In this enlightening case study, Sign-Zone will describe how their effective deployment and behavioral adoption of a solution that allowed them to track schedule adherence metrics transformed their center into an engaged workplace where the focus is on delivering a legendary experience on every call. Come hear the key success factors that enabled them to make this dramatic transition so quickly and effectively.

Session 107

Improving Training through Employee Engagement

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Dustie Mercer

Effective training is critical to contact center success, but is your training program as good as it can be? Try asking your employees! Not so long ago, Renaissance was struggling with poor employee engagement and a 66% attrition rate in the first 90 days. Learn how they leveraged employee feedback to guide the dramatic transformation of their training program, including the addition of new learning methodologies, a reward and recognition program, a continuous support and improvement system, and more. You'll be inspired by their dramatic results—improved employee satisfaction and doubling retention in a single year!

Session 204

Leveraging IoT and Omnichannel for Reduced Customer Effort

Tuesday, 2:00 PM – 3:00 PM
Location: Conference Hotel
Morgan Perez

As the world's largest provider of connected healthcare solutions for remote patient monitoring, ResMed continually seeks out new and unique ways to engage their customers. This session will introduce how ResMed, and other forward-looking organizations, are redefining their customer experiences by leveraging the Internet of Things (loT) to deliver omnichannel service. You will learn how valuable data is collected, stored, and used to reduce customer effort and increase customer engagement.

Session 205

Dashboard to Performance Improvement

Tuesday, 2:00 PM – 3:00 PM
Location: Conference Hotel
Dan Grawe, Heather Van Nest

Spending too much time pulling reports from various systems means your focus is on pulling reports versus acting on what the data is telling you. How can you coach your agents when you can't pull real time data and provide valuable feedback? In this session, you'll learn how Transamerica was able to consolidate all their reporting into one dashboard, providing key insight and information on quality, schedule adherence, attendance and CMS. Find out how they saved over 10 hours a day in pulling reports and increased the value of the interactions with their CSR's.

Session 206

Essential Guide to Delivering Next Generation Customer Service Experiences

Tuesday, 2:00 PM – 3:00 PM
Location: Conference Hotel
Jeffrey Wartgow, Robinson O'Brien-Bours

The growth of engagement channels such as messaging applications, peer review sites, and social media continues to have a dramatic impact on customer service. How can you harness the power of these social, mobile, and IoT innovations to become knowledge-driven customer experience leaders? This enlightening session will provide a modern service survival guide that outlines how customer service is evolving, and the steps your organization needs to take to deliver these next-generation customer service experiences. Hear real-life examples of the social- and IoT-enabled service strategies that FreedomPop has successfully put in place to become customer service heroes.

Session 303

Overcoming Hiring, Training and Onboarding Challenges

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Amber Krueger

Robust and effective hiring, training and onboarding processes are critical to the success of a contact center, and yet too often the hectic pace leads managers to take shortcuts in these areas—with devastating results. Come hear how US Bancorp Fund Services' approach to these foundational processes has evolved over the past five years. They'll share practical advice on identifying areas for improvement, powerful interview questions, taking a critical look at your training program, and a framework for mapping a new agent's crucial first months on the job. This invaluable session will help you set your center—and your team—up for success!

Session 304

Zero to Hero: How to Build Award-Winning Social Customer Care

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Georgia Adams

The ability to provide exceptional social service is rapidly becoming a key differentiator for companies. In this interactive session, you'll hear how Navy Federal Credit Union's social team went from nonexistent to winning the 2016 ICMI Global Contact Center Award. You'll walk away with best practices for finding the right people, setting up the right processes, and choosing the right technologies to deliver outstanding social media customer service. Whether you're struggling to provide service in social channels or just getting started, this session will provide practical insights and tangible takeaways you can use to plan and implement your own exceptional social customer care program.

Session 305

Leveraging Voice Analytics to Drive Business Results

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Amanda Reinhart, Michael Baublit

Contact center interactions contain a treasure trove of insights into agent performance and engagement, streamlining processes, consumer behaviors and more—but mining this data can be daunting. With the healthcare market in the midst of transformative change, strong competitive and regulatory pressures are prompting companies to improve performance, reduce costs, and enhance customer satisfaction. Join us to find out how Optum deploys big data capabilities such as Voice Analytics to harness the power of conversations to achieve these goals. They'll demonstrate how to uncover those golden nuggets hidden within customer interactions—and turn them into exceptional customer experiences that deliver business results.

Session 306

Building an Award Winning Customer Experience

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Dan Moross

Have you ever wondered what it takes to build and maintain an award winning contact center? Are you striving for success and recognition for the work you do? Do you have powerful customer insight and feedback for the rest of your business, but struggle to find the best way to share it? Having won 10 contact center and customer experience awards across 4 separate competitions in the last year, MOO will share their secrets and best practices across omnichannel, hiring, customer feedback and quality improvement, and how they have shaped the customer experience.

Session 307

Culture. Created For Us; By Us.

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Gina Montague

Culture is one of the most critical aspects to contact center success. A great culture can make up for a multitude of sins, and a toxic culture will keep even the most buttoned-up centers from thriving. This fast-paced session will deliver more than fifty ideas to help your team create a service culture that ignites their passion and gets them excited about their work. Covering everything from leadership and core values to onboarding and teamwork, you'll leave with great ideas and best practices to implement when you return from the conference.

Session 402

2020 Vision: Building a Roadmap for Your Contact Center's Future

Tuesday, 4:30 PM – 5:30 PM
Location: Conference Hotel
Tim Langley-Hawthorne

In an era of rapidly evolving technology and customer expectations, it's critical for organizations striving to deliver a world-class experience to have a progressive vision for the delivery of their customer experience. In this session, you'll hear Western Union's Tim Langley-Hawthorne share their approach to looking ahead to future customer expectations and identifying the people, process, and technologies necessary for enabling a consistent customer experience that optimizes performance and cost.

Session 405

Put the EFFORT into Your Survey Program: CES and NPS

Tuesday, 4:30 PM – 5:30 PM
Location: Conference Hotel
Nate Brown, Alison Johnson

UL

Are you ready to get real and actionable intelligence out of your survey results? Learn how to take metrics to the next level by leveraging CES (Customer Effort Score) and NPS (Net Promotor Score). When used together, they are so much more than simple numbers, but represent the true heartbeat of your customer. There is nothing better than CES for more transactional level engagements, and nothing better than NPS to collect a compelling holistic picture of the Customer Journey. Learn how UL (Underwriters Laboratories) not only measures CES and NPS, but how they are used to tell a story and drive meaningful changes across the business.

Session 406

Improving Efficiency and Quality of Service: TESU's Model for Student Success

Tuesday, 4:30 PM – 5:30 PM
Location: Conference Hotel
Gillian Wyckoff, Elizabeth Clements

Thomas Edison State University, with a mission to serve their customers (students) at a distance, uses 100% electronic support to help them apply, enroll, and graduate. In this session, you'll find out how they were able to enhance the student experience as they built their new system from scratch. Review their plan of establishing a solid strategic vision, improving staffing with the right people in the right positions, and gaining buy-in from upper levels of administration.

Session 407

Not Just Fun & Games: Using Improv to Improve Contact Center Training

Tuesday, 4:30 PM – 5:30 PM
Location: Conference Hotel
Evan Watson

Improvisational theater (improv) is the art of unscripted acting games for entertainment, but it has potential well beyond the realm of comedy. This unique session will describe how the AICPA has successfully incorporated improv into their training programs to address issues such as handling escalations, problem-solving, and communication skills. Investing time in improv training for agents has produced measurable results, including a significant drop in new employee turnover and reduced ramp-up time. You'll learn how these concepts were integrated into their existing training program, and get a hands-on demonstration of improv games and resources that you can implement in your own center.

Session 501

Using Quality Management to Improve Customer Experiences

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Christopher Surges

Quality management can be a critical driver in your customer experience strategy. US Bancorp Fund Services is a perfect example—their sound quality management system has enabled their team of over 100 professionals to create the perfect experience for customers, while winning accolades from the National Quality Review and earning U.S. Bancorp the coveted ISO 9001:2008 certification. Come hear how they built their program, which includes controlled, standardized documentation, a corrective action and continuous improvement program, dedicated training, and a senior management team that uses key performance indicators to drive improvement. You'll be inspired to reach new heights with your own quality program.

Session 502

Incorporating New and Evolving Technologies for Ongoing Success

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Art Schoeller, Linda Carter, Jessica Conley, Bill Willis

Contact center tools and technologies are in a constant state of change and evolution. This requires you to have a strategic, technical plan to prepare for the evolution of your existing products and any future needs to incorporate new technology offerings. Making sense of this fast-moving landscape is a real challenge for even the most seasoned contact center leader. Join this lively panel discussion to learn the technologies of the future and their vision for integration and evolution within the contact center. You'll come away with fresh ideas and perspectives to help you plan for your ongoing technology needs.

Session 506

UPMC Health Care Concierge Program – Personalized Customer Service

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Anne Palmerine

UPMC's well-established Health Care Concierge program starts at the top with the CEO and filters throughout the organization. It's become UPMC's key differentiator in their marketing and customer service. In this session, you'll gain insight into how the contact center plays as crucial role in the customer experience. Find out how by partnering representatives in the contact center with individual members throughout the customer life cycle and across product lines, you can provide personalized service and act as their advocate. Discover how UPMC has been able to increase customer satisfaction and employee engagement while delighting their customers.

Session 507

Managing Change with Excellence

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Jake Nimetz

Change is a constant in today's environment, and managing it within the fast pace of the contact center is challenging. Research shows that projects with excellent change management programs are six times more likely to meet or exceed their objectives than those with poor change management programs. So where do you begin? This session will provide insights from an experienced change management specialist who has successfully transitioned large groups through changes in performance management programs, business model enhancements, relocations, and re-organizations. Learn how to avoid common pitfalls, and discover proven concepts that help leaders transition teams successfully through change.

Session 601

Driving Process Improvements to Increase Overall Effectiveness

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Linda Carter

When it comes to improving contact center performance and customer satisfaction, hope is not a strategy! In this enlightening session you'll discover how to motivate your agents to take ownership for implementing improvements in their daily processes, and create a culture of continuous improvement. Learn how leaders can identify opportunities from survey and operational data and hear how to use techniques to implement improvements that can decrease call while improving customer satisfaction ratings.

Session 603

The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Marshall Lee

When it comes to workforce management, do you ever feel lost or confused? In this session, your guides will help you navigate how to build a process manual and specific documentation for your workforce management team, and how to structure your team to effectively move those processes to completion. From capacity planning, staffing, scheduling, exception entry, and anything else you do, learn how to navigate your way to success.

Session 606

Unleash Your Customer Experience

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Angelo Arezzi, Thomas Farrell

Customer expectations for their interactions with your contact center have never been higher—and only continue to grow. This session will reveal how 2016 ICMI Global Contact Center Awards finalist Web.com applied a three-pronged approach to employee engagement, technology, and training to build a customer experience program that delights both customers and agents. This approach enabled them to rethink the customer journey and provide an industry-leading, personalized customer experience. Join us to hear best practices and lessons learned as they initiated strategic process and culture improvements to transform the customer experience. You'll leave with practical, budget-friendly tips you can apply in your contact center.

Session 607

You've Got Millennials All Wrong: How to Build a Career Development Program for the Next Generation

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Erica Mancuso

Contact Center positions are often viewed as the entrance to your company not only by the employees but by management looking to develop and promote from within. If your contact center has become the "farm team" for talent throughout your organization, you are likely faced with internal attrition and therefore a constant need to train new hires. Join us to find out how the Customer Care team at Medfusion launched their Career Development Program, a training and rotational development program, targeting millennials. You'll get tips to help you build a program that involves recruiting, training, and coaching—all while providing great service to customers.

Session 703

Measuring Success in a WFM Practice

Wednesday, 4:00 PM – 5:00 PM
Location: Conference Hotel
Mike Soucie, Justin Marty

In this session, you'll be treated to a demonstration that will help you measure the success and health of your contact center's workforce management team. Focus areas include creating a balanced WFM scorecard, developing effective reports and analysis for senior leaders, and implementing Operation Success Metrics that enable accurate root cause analysis. You'll leave with an enhanced ability to influence and lead your contact center to achieve your daily goals and objectives

Session 705

Communicating Success: The Art of a Great Story

Wednesday, 4:00 PM – 5:00 PM
Location: Conference Hotel
Jeremy Watkin, Ruth McCullen

If you've ever tried unsuccessfully to communicate the success of your contact center with either anecdotal information or extensive, data-laden spreadsheets, this session is for you! Come learn about the art of storytelling and the importance of knowing your audience to successfully deliver your message. You'll get strategies for building your case, and determining whether you have too little or too much data. Discover how to hone your ability to couple stories with the right data to more effectively communicate success, ROI, and metrics to executives and stakeholders throughout your organization.

Session 707

Keeping The Customer Service Rockstars On Your Team

Wednesday, 4:00 PM – 5:00 PM
Location: Conference Hotel
Jenny Dempsey

Creating a culture of creativity, flexibility and FUN takes strategic vision and willingness to be open to new ideas. Join 'Rockstar' Jenny Dempsey as she shares her experiences (and songs) that demonstrate how building fun into day-to-day tasks while allowing for creativity and personal style can engage and motivate your team. You'll learn about a simple and successful onboarding system, career coaching and tips for improving the process with feedback from the front lines. This session will provide you with some unique ideas you can bring back to engage your team.

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann, Customer Service Manager, The General Insurance

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.