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Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.

Session 105

A Better Way to Measure Your Contact Center Success

Tuesday | 11:30 AM – 12:30 PM
Asia 5
Bob Furniss

Today's contact center has more data than ever before, but the question remains: what really matters to the customer? In this session, you'll learn the four key elements of measurement that can ensure your center is synced, both internally and externally. Examine how to determine which traditional metrics to keep, how to balance the various customer experience metrics (FCR, CSat, NPS, etc.), and new ways to improve and measure agent metrics such as knowledge availability, agent satisfaction, and employee turnover. Filled with real-world examples, you'll leave with the tools to re-evaluate your metrics and drive success!

Session 205

Dashboard to Performance Improvement

Tuesday | 2:00 PM – 3:00 PM
Asia 5
Dan Grawe, Heather Van Nest

Spending too much time pulling reports from various systems means your focus is on pulling reports versus acting on what the data is telling you. How can you coach your agents when you can't pull real time data and provide valuable feedback? In this session, you'll learn how Transamerica was able to consolidate all their reporting into one dashboard, providing key insight and information on quality, schedule adherence, attendance and CMS. Find out how they saved over 10 hours a day in pulling reports and increased the value of the interactions with their CSR's.

Session 305

Leveraging Voice Analytics to Drive Business Results

Tuesday | 3:15 PM – 4:15 PM
Asia 5
Amanda Reinhart, Michael Baublit

Contact center interactions contain a treasure trove of insights into agent performance and engagement, streamlining processes, consumer behaviors and more—but mining this data can be daunting. With the healthcare market in the midst of transformative change, strong competitive and regulatory pressures are prompting companies to improve performance, reduce costs, and enhance customer satisfaction. Join us to find out how Optum deploys big data capabilities such as Voice Analytics to harness the power of conversations to achieve these goals. They'll demonstrate how to uncover those golden nuggets hidden within customer interactions—and turn them into exceptional customer experiences that deliver business results.

Session 405

Put the EFFORT into Your Survey Program: CES and NPS

Tuesday | 4:30 PM – 5:30 PM
Asia 5
Nate Brown, Alison Johnson

Are you ready to get real and actionable intelligence out of your survey results? Learn how to take metrics to the next level by leveraging CES (Customer Effort Score) and NPS (Net Promotor Score). When used together, they are so much more than simple numbers, but represent the true heartbeat of your customer. There is nothing better than CES for more transactional level engagements, and nothing better than NPS to collect a compelling holistic picture of the Customer Journey. Learn how UL (Underwriters Laboratories) not only measures CES and NPS, but how they are used to tell a story and drive meaningful changes across the business.

Session 505

7 Contact Center Metrics You Can't Afford to Ignore in 2017

Wednesday | 1:30 PM – 2:30 PM
Asia 5
Justin Robbins

Contact centers are under pressure to measure anything and everything, but this flood of information leaves most leaders paralyzed in determining their best next steps—and unable to effectively connect their actions to their desired outcomes. Successfully balancing customer expectations and organizational priorities requires your teams to work smarter, not harder. To achieve this, it's critical to understand and focus on the metrics that matter most. In this session, you'll explore what metrics need to be on your contact center's radar as you align your people, processes, and technologies to meet the needs of today's always on, always connected consumer.

Session 605

Making the Most of the Metrics You Currently Use

Wednesday | 2:45 PM – 3:45 PM
Asia 5
Erica Marois

Contact centers use a variety of different metrics to define and track success, but most organizations focus on the same group of foundational key performance indicators. Assuming this is true, why are some contact centers more successful than others? The simple answer: they've discovered how to make the most of their metrics. In this session, ICMI's Erica Marois will look at the most common contact center metrics and share insight and best practices that reveal how members of the ICMI community leverage their KPIs to drive success. If you're not looking to add more metrics to your dashboard, but want to get more from what you measure today, this session is for you!

Session 705

Communicating Success: The Art of a Great Story

Wednesday | 4:00 PM – 5:00 PM
Asia 5
Jeremy Watkin, Ruth McCullen

If you've ever tried unsuccessfully to communicate the success of your contact center with either anecdotal information or extensive, data-laden spreadsheets, this session is for you! Come learn about the art of storytelling and the importance of knowing your audience to successfully deliver your message. You'll get strategies for building your case, and determining whether you have too little or too much data. Discover how to hone your ability to couple stories with the right data to more effectively communicate success, ROI, and metrics to executives and stakeholders throughout your organization.

"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


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.