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Employee Engagement

Choose a Conference Track:

If you're responsible for managing people in the contact center, this track is where you'll find the ideas and resources you need to improve. We'll tackle the tough issues of retention, coaching, stress, and attendance, and explore career pathing and the needs of the next generation. This track will arm you with innovative strategies to manage change.


Session 107

Improving Training through Employee Engagement

Tuesday | 11:30 AM – 12:30 PM
Asia 3
Dustie Mercer

Effective training is critical to contact center success, but is your training program as good as it can be? Try asking your employees! Not so long ago, Renaissance was struggling with poor employee engagement and a 66% attrition rate in the first 90 days. Learn how they leveraged employee feedback to guide the dramatic transformation of their training program, including the addition of new learning methodologies, a reward and recognition program, a continuous support and improvement system, and more. You'll be inspired by their dramatic results—improved employee satisfaction and doubling retention in a single year!

Session 207

Quick Fixes for Agent Performance Challenges

Tuesday | 2:00 PM – 3:00 PM
Asia 3
Jeff Toister

Contact center leaders are constantly trying to get the best performance from their agents, but many solutions remain elusive. This interactive session will show you how to use a simple tool to diagnose and resolve common agent performance challenges. You'll experience some common obstacles to great performance, identify steps you can take to determine the root cause, and discover straightforward fixes to help agents unlock their hidden potential. You'll leave this session with practical ideas that can be immediately implemented.

Session 307

Culture. Created For Us; By Us.

Tuesday | 3:15 PM – 4:15 PM
Asia 3
Gina Montague

Culture is one of the most critical aspects to contact center success. A great culture can make up for a multitude of sins, and a toxic culture will keep even the most buttoned-up centers from thriving. This fast-paced session will deliver more than fifty ideas to help your team create a service culture that ignites their passion and gets them excited about their work. Covering everything from leadership and core values to onboarding and teamwork, you'll leave with great ideas and best practices to implement when you return from the conference.

Session 407

Not Just Fun & Games: Using Improv to Improve Contact Center Training

Tuesday | 4:30 PM – 5:30 PM
Asia 3
Evan Watson

Improvisational theater (improv) is the art of unscripted acting games for entertainment, but it has potential well beyond the realm of comedy. This unique session will describe how the AICPA has successfully incorporated improv into their training programs to address issues such as handling escalations, problem-solving, and communication skills. Investing time in improv training for agents has produced measurable results, including a significant drop in new employee turnover and reduced ramp-up time. You'll learn how these concepts were integrated into their existing training program, and get a hands-on demonstration of improv games and resources that you can implement in your own center.

Session 507

Managing Change with Excellence

Wednesday | 1:30 PM – 2:30 PM
Asia 3
Jake Nimetz

Change is a constant in today's environment, and managing it within the fast pace of the contact center is challenging. Research shows that projects with excellent change management programs are six times more likely to meet or exceed their objectives than those with poor change management programs. So where do you begin? This session will provide insights from an experienced change management specialist who has successfully transitioned large groups through changes in performance management programs, business model enhancements, relocations, and re-organizations. Learn how to avoid common pitfalls, and discover proven concepts that help leaders transition teams successfully through change.

Session 607

You've Got Millennials All Wrong: How to Build a Career Development Program for the Next Generation

Wednesday | 2:45 PM – 3:45 PM
Asia 3
Erica Mancuso

Contact Center positions are often viewed as the entrance to your company not only by the employees but by management looking to develop and promote from within. If your contact center has become the "farm team" for talent throughout your organization, you are likely faced with internal attrition and therefore a constant need to train new hires. Join us to find out how the Customer Care team at Medfusion launched their Career Development Program, a training and rotational development program, targeting millennials. You'll get tips to help you build a program that involves recruiting, training, and coaching—all while providing great service to customers.

Session 707

Keeping The Customer Service Rockstars On Your Team

Wednesday | 4:00 PM – 5:00 PM
Asia 3
Jenny Dempsey

Creating a culture of creativity, flexibility and FUN takes strategic vision and willingness to be open to new ideas. Join 'Rockstar' Jenny Dempsey as she shares her experiences (and songs) that demonstrate how building fun into day-to-day tasks while allowing for creativity and personal style can engage and motivate your team. You'll learn about a simple and successful onboarding system, career coaching and tips for improving the process with feedback from the front lines. This session will provide you with some unique ideas you can bring back to engage your team.

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham, Sr. Manager Customer Care, Technology Services, J. J. Keller & Associates

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   © 2017 UBM, All Rights Reserved.