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People Management

Choose a Conference Track:


Session 101

Tackling Five Hidden Causes of Poor Customer Service

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

Do your agents deliver consistent, exceptional customer service?  Unfortunately, far too many continue to fall short of their potential - even with significant training and coaching. Based on extensive research, Jeff Toister reveals five of the hidden, unusual, and even counterintuitive causes of poor customer service. Through a series of experiential activities, you will examine each obstacle in a way that’s both fun and revealing. More importantly, you’ll learn to create solutions for overcoming these challenges in your contact center. This ICMI Hall of Fame session has been updated for 2015 with new research and insight.

Session 201

Why Don’t You Have Time to Coach? You’re Coaching the Wrong People!

Tuesday | 3:15 PM – 4:15 PM
Marc Lamson

Most leaders will say that coaching and developing people the most important and rewarding function of their job – but they will also admit that they spend the majority of their time on everything else. So how do you make time to coach? This session will offer insights to effectively coach when your calendar says you are too busy. Learn a five-step coaching model for assessing & developing your reps,  the keys to motivating even the most unreceptive learner, how to adjust your coaching style to varying skill levels and learning styles, and how to quickly determine if coaching your reps is worth your time.

Session 301

From Caterpillars to Butterflies: Developing Supervisors for Success

Tuesday | 4:30 PM – 5:30 PM
Mary Murcott

Labels don’t create leaders. Too often we promote our best agents to supervisor roles without providing the necessary training, setting both the supervisor and their new team up for failure from the start. Join Mary Murcott as she explores the four key requirements necessary to transform a supervisor into a true leader. Learn ways to ensure that your front line managers can acquire and apply skills in soft listening, time management, effective coaching, and multi-generational team leadership. You’ll leave ready to give your supervisors the skills to grow talent and seek out process improvements that will drive business success every day.

Session 401

Gamification: The Key to Employee Engagement

Wednesday | 2:15 PM – 3:15 PM
Nate Brown

Case Study



Gamification may seem like a new concept, but Mary Poppins nailed in in 1964. “In every job that must be done, there is an element of fun. You find the fun and – SNAP – the job’s a game!” Gamification is much more then badges and high scores on a website – it’s finding creative ways to turn everyday work into engagement opportunities! Between mini disc golf tournaments, rock star awards, happiness wheels and countless other pursuits, we give our employees something to talk about. Come and learn the techniques that have helped Underwriter’s Laboratories drastically reduce turnover and scale the mountain of engagement!

Session 501

Creating a Positive Culture – and Engaged Employees -- With a Remote Workforce

Wednesday | 3:30 PM – 4:30 PM
Shauntel Lizzarazo

Case Study



Developing a positive culture is a challenge in any center – but when your workforce is remote it can seem insurmountable. At JetBlue, their remote Crew Members in Salt Lake City and Orlando are part of an ongoing effort to provide a "one customer support" center. Learn how JetBlue uses tools, social media and activities to keep communications open, and provide encouragement so Crew Members feel valued.  They’ll describe the unique challenges they faced managing a largely remote workforce, and share insights on how they have maintained theircorporate culture while creating a Contact Center Culture that keeps all Crew Members engaged.

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen, Contact Center Director, TwinStar Credit Union

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