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Boost Your Culture

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Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.

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
Northern Hemisphere E3/E4
Vickie Friece, Nate Brown

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 202

Using Social Media to Launch & Build Your Customer Brand Advocacy Program

Tuesday | 2:00 PM – 3:00 PM
Northern Hemisphere E3/E4
Sarah Nagel

Customer Brand Advocacy Programs are quickly becoming a differentiator for companies looking to increase brand awareness and improve their bottom line. In this session, you'll learn how your team can proactively engage the happiest of customers to spread the word about their great experience with your organization. Your brand champions aren't going to be vocal unless you ask, and a customer brand advocacy program is becoming the next stage of customer engagement. You will learn how to identify potential advocates, excite and engage them utilizing social media, and manage a program that's mutually beneficial—with a significant positive impact on your organization's bottom line.

Session 302

Forward Thinking: Generational Impact on the Future of Contact Centers

Tuesday | 3:15 PM – 4:15 PM
Northern Hemisphere E3/E4
Dianne Durkin

By 2020 Gen Y will make up 50% of the workforce and Gen Z will be 10%. Contact centers who successfully integrate the newest generations will have a competitive advantage in increased agent engagement and customer loyalty. In Forward Thinking: Generational Impact on the Future of Contact Centers, we will highlight strategic programs that will allow the generations to work cooperatively to reach corporate goals. Leaders will learn how their agents can communicate with peers and customers of all generations. Supporting generational customers is an art and a science. Incorporating this generational forward thinking will brighten the future of your call center!

Session 402

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

Tuesday | 4:30 PM – 5:30 PM
Northern Hemisphere E3/E4
Brandy Dove, Robert Amezaga

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 Trex's, Brandy Dove, 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 502

Incorporating New and Evolving Technologies for Ongoing Success

Wednesday | 1:30 PM – 2:30 PM
Northern Hemisphere E3/E4
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 602

Bad Bots: Death by Automation

Wednesday | 2:45 PM – 3:45 PM
Northern Hemisphere E3/E4
Pete McGarahan, Jeff Toister, LESLIE OFLAHAVAN, Jeremy Watkin

Most of us have heard about them, some of us have experienced them, yet none of us know the entirety of what Bots means for the future of customer service. Will automation "kill" the customer experience, the need for customer service agents, or both? Is there a difference between a bad bot and a good bot? And, if so, what can organizations do to ensure that they're using good bots to support positive customer experiences? In this panel, customer service thought leaders will discuss the evolution of automated service, best practice use cases, and the pitfalls to avoid when leveraging bots. If you're exploring how to automate service, without leaving any bodies behind, this session is for you.

Session 702

The Future of Service: Predictions from Industry Insiders

Wednesday | 4:00 PM – 5:00 PM
Northern Hemisphere E3/E4
Justin Robbins

Nobody knows exactly what's ahead for the next 5, 10 or even 25 years of customer service. But if we look in the right places, there are some indicators of what we can expect to have happen. In this session, ICMI's Justin Robbins reviews historical contact center trends, brand new research data, and insights from customer service experts across all generations to create a picture of the future of customer service. You'll discover why some trends fizzle out, learn how to recognize when a major shift is occurring, and receive tips and ideas on how you can prepare for the future of service today.

"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.