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Achieve Metrics Nirvana

Choose a Conference Track:

Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results. .

Session 101

Contact Center Technology Planning: What Now and What's Next

Tuesday | 11:30 AM – 12:30 PM
Northern Hemisphere E1/E2
Lori Bocklund

Is your contact center technology in need of replacement? Have you found your vendor in the midst of a merger or acquisition? Are you intrigued by the possibilities of cloud-based technology but uncertain about taking a new path? Or are you just in need of some new capabilities and overwhelmed with the possibilities? If you are feeling unsure about how to meet your current and future needs, this session is for you! Learn how to plan in today's raucous market and put your center on a path to success.

Session 201

Stop Attacking the Queue!

Tuesday | 2:00 PM – 3:00 PM
Northern Hemisphere E1/E2
Tim Montgomery

Calls queue up in every call center—it's the reason we have the technology we do and part of the plan. Unfortunately, when calls start to queue, many of us begin what can be best described as an 'Attack the Queue' approach to handling our customers. Everyone in the organization becomes panic-stricken, and all other activities in the center are put on hold until the queue is driven down to zero. There is a better way! Join us to see some real-life examples of how world-class centers –have found great success by implementing some radical new approaches.

Session 301

10 Knowledge Management Best Practices That Lead to Success

Tuesday | 3:15 PM – 4:15 PM
Northern Hemisphere E1/E2
Pete 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 is garbage in the knowledge base without admitting they are responsible for it.

Session 401

Is Your Training Driving Performance?

Tuesday | 4:30 PM – 5:30 PM
Northern Hemisphere E1/E2
Elaine Carr

Maximizing the impact of your limited training dollars for both new hires and existing employees is critical in the contact center. How do you ensure that what they learn in training gets transferred to their performance on the job? In this invaluable session, you'll explore the key leverage points between training and performance, and learn an effective model for on-the-job support for application of learning. Discover practical strategies that you can apply immediately and activities that support any training where performance on-the-job should be impacted. Leave armed with the tools you need to unleash the true ROI of your training programs.

Session 501

Using Quality Management to Improve Customer Experiences

Wednesday | 1:30 PM – 2:30 PM
Northern Hemisphere E1/E2
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 601

CANCELLED - Driving Process Improvements to Increase Overall Effectiveness

Wednesday | 2:45 PM – 3:45 PM
Northern Hemisphere E1/E2
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 701

How Your Small Center Can Produce Big Results

Wednesday | 4:00 PM – 5:00 PM
Northern Hemisphere E1/E2
Laura Grimes

"Do more with less!" is a common edict in today's economy, and a common reality for most small contact center managers, who must balance multiple areas of responsibility. Having limited resources, however, does not have to mean getting limited results. This session is a condensed version of the popular ICMI workshop, and describes strategies for balancing resources with priorities and gives you the tools, strategies, and tips to achieve big results. Discover how to use the unique characteristics of the small contact center to your advantage!

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney, Director, Customer Care Team, The Hanover Group


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.