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Full Day Training

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!


ICMI Training: More than Metrics: Harnessing Data to Drive Performance Workshop

Thursday | 8:30 AM – 5:00 PM
N Hemisphere E3/E4
Cheryl Helm

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!


ICMI Training: People Management Workshop

Thursday | 8:30 AM – 5:00 PM
S Hemisphere 3
Todd Gladden

Whether you are a first-time supervisor or a seasoned pro, this popular course will prepare you to implement the key principles that will have a direct impact on agent retention. Starting with hiring the right people from the start, you'll learn how to structure interviews that uncover the best hires. The next step is blending them into a successful team. You'll learn the critical management and communication tools to make decisions and solve problems in a team setting, as well as manage conflicts with in the team. Finally, you'll construct your own multi-layered approach to managing retention by assessing agent engagement and devising strategies for managing stress to keep the whole team motivated and productive.


MasterMinds Post Conference Workshop

Thursday | 8:30 AM – 5:00 PM
S 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. 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.

"You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

Dan Blattler, , Cox Communication


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.