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2017 Full Day Training

You are viewing 2017 program information.
Please check back in mid-December for our 2018 schedule.

This is your opportunity to get a full day of training led by ICMI "best in the business" certified trainers. Highly recommended and included with your 4-Day Pass!

Session Post 1

ICMI Quality Form Development Workshop

Thursday | 8:30 AM – 5:00 PM
Southern Hemisphere 3
Gina Szabo

Your quality monitoring form has the potential to provide tremendous value to you, your organization, and your customers. This workshop will help you identify the components of an effective quality form (regardless of the channel), conduct effective calibration sessions, and deliver effective coaching and feedback based on the quality form. You'll leave knowing how to maximize the value that you get from your quality monitoring program and learn key elements of a quality monitoring form, considerations for building the form, how to conduct effective calibration sessions, and strategies for delivering actionable coaching.

Session Post 2

ICMI More than Metrics: Harnessing Data to Drive Performance Workshop

Thursday | 8:30 AM – 5:00 PM
Northern Hemisphere E3/E4
Laura Grimes

In this popular ICMI training workshop, you'll identify what should be measured, why it should be measured, and how to collect the information and data that really counts! Learn how to track metrics that support your contact center strategy, the relationship between those metrics, and how to analyze the accrued data. Gain practical, proven techniques for leveraging key findings, identifying root causes of inefficiencies, and furthering the success of your contact center. Discover how to assess the effectiveness of service delivery across all contact channels. KPIs are presented in five overarching categories: quality, accessibility, efficiency, cost performance, and strategic impact. Join us to move beyond simplistic benchmarks to identify the measure and goals that drive success!

Session Post 3

MasterMinds Workshop

Thursday | 8:30 AM – 5:00 PM
Southern Hemisphere 4/5
Justin Robbins

Are you a contact center leader who's looking for a unique opportunity to share and learn from the experience of others? MasterMinds is a place to bring ideas, share best practices, solve pressing issues and provide (and receive) support and encouragement. A brand new experience for our 2017 conference, MasterMinds will enable you to come together with others in your industry, build an action plan based on your top challenges and conference learnings, and create a core group of peers who can hold each other accountable throughout the year. If you want to unlock the full potential of attending an industry conference, you do not want to miss MasterMinds.

"My first ACCE [Contact Center Expo]. A great introduction!"

Dave Kristick , Deputy Executive Director , E-470 Public Highway Authority

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.