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2017 Interactive Workshops

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

Great networking combined with hands-on education. Dig deeper into the topics that keep you up at night with interactive workshops led by ICMI's five-star trainers.

Session Pre 1

The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Northern Hemisphere E3/E4
Brad Cleveland

This always-popular course has been a favorite at ICMI conferences for more than two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective contact center. In step-by-step format, Brad Cleveland, author of the best-seller Call Center Management on Fast Forward, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher—this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.

Session Pre 2

The Secrets of Agent Engagement: A Step-by-Step Guide

Monday | 8:30 AM – 12:00 PM
Southern Hemisphere 3
Jeff Toister

We all know that a team of fully committed agents can achieve amazing results, while disengaged employees can lower productivity, increase attrition, and damage customer service. Yet year after year, employee engagement statistics remain stagnant. Combining cutting-edge research, real-life success stories, and opportunities for self-assessment, this highly interactive workshop will give you a practical guide for developing a team of highly engaged agents. You'll learn five reasons why engagement initiatives fail, three essential elements of any agent engagement strategy, and five critical points in the agent engagement cycle.

Session Pre 3

Contact Center Technology 101: What Every Professional Needs to Know

Monday | 8:30 AM – 12:00 PM
Southern Hemisphere 4/5
Lori Bocklund

If technologies such as omnichannel routing and reporting, knowledge management, integrated desktop, and analytics sound enticing but intimidating, this workshop is for you! Operations and technology leaders alike will find out how today's solutions can address pain points and deliver differentiated service and sales. You'll learn the essentials as well as the enhancers across a wide variety of technologies, and decide what's right for your center. Join us for practical information that will arm you for a discussion with your contact center, IT counterparts, and vendors as you prepare to pursue technology projects that can transform your customer experience.

Session Pre 4

ICMI Small Contact Center Workshop - Full Day

Monday | 8:30 AM – 5:00 PM
Northern Hemisphere E1/E2
Rose Polchin

"Do more with less!" A common edict—but the performance impact can be much greater in centers with fewer than 50 agents. The good news is having limited resources does not have to mean limited results. Managers of small centers can and must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. This targeted workshop, specifically for those in small contact centers (from 2 to 50) agents, is designed to provide the tools, strategies and tips you need to achieve big results. Come prepared to participate, share with your peers who manage other small centers and capture a ton of ideas you can apply right away!

Session Pre 5

Breathe New Life Into Your Contact Center Metrics

Monday | 1:30 PM – 5:00 PM
Northern Hemisphere E3/E4
Gina Szabo

Contact center metrics got you down? Do you feel like a broken record with your boss, peers, or staff? Are you struggling to take piles of data and tell an interesting and compelling story? Have you ever had the desire to throw your daily reports off the top of a building? If you answered "yes" to any of these questions, this workshop is for you! Learn how to identify the most important metrics for your organization, drive better outcomes from your KPIs and transform numbers on a page into an exciting tale of your contact center's success.

Session Pre 6

Developing a Customer Experience Strategy in an Omni-Channel World

Monday | 1:30 PM – 5:00 PM
Southern Hemisphere 3
Maureen Russolo, Laura Grimes, Dennis Crumb

Join us for an interactive, informative and thought-provoking workshop covering the critical how tos of delivering a seamless experience to customers as they traverse from channel to channel and device to device. Learn how to create an informed, organized and actionable plan to create enhanced corporate, market, and employee engagements. Gain a clear understanding of omnichannel customer experience strategy, and hear best practices from organizations that are doing it well. We'll explore the role of customer expectations, as well as the metrics, governance, and change management that will put you on the path to success.

Session Pre 7

Transformational Leadership: Innovative Solutions for Engaging and Managing the Workforce

Monday | 1:30 PM – 5:00 PM
Southern Hemisphere 4/5
Dr. Rick Goodman

As a leader, effectively engaging, empowering and motivating your dynamic and ever-changing workforce is critical—and challenging! In this interactive and engaging workshop, you'll learn how to engage and connect with your team by becoming a transformational leader. Discover innovative tools, techniques and processes that you can use to inspire, empower and motivate employees to achieve exceptional performance. You'll walk away with a plan to transform your thinking and optimize your assets with these leadership tools.

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson , Customer Service Supervisor, Grant & Weber


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.