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Small Contact Center Management

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Session 105

“If I’d Only Known” -- Lessons Learned While Building a Small Contact Center

Wednesday | 11:30 AM – 12:30 PM

Today’s marketplace is complex and confusing, with many big decisions to make: cloud or premise, direct or through a partner, suites or point solutions…which vendor is right for us?! One big decision is whether to write an RFP or move faster while still squeezing in enough due diligence to manage risks and make the right choice. If you’re in the market for finding a new contact center technology solution, help has arrived! This session will give you valuable insights and approaches from an analyst and a consultant who help clients sort through these difficult, critical decisions each day.

Session 205

Forecasting & Scheduling in a Small Contact Center

Wednesday | 2:00 PM – 3:00 PM
Laura Grimes

If limited resources (both human and technological) have you struggling with forecasting and scheduling, this session is for you! We’ll examine forecasting for contacts, provisioning for supporting activities and show how to create a plan to get the budget levels needed. Hear about agent capacity and the impact of growth. Discover how to create a planning culture in your center, and steps you can take to improve the predictability of your workload. You’ll leave with creative and effective scheduling approaches you can implement immediately to improve your results.

Session 305

Size Matters: How to Get a Lot (from Technology) for a Little (Center)

Wednesday | 3:15 PM – 4:15 PM
Lori Bocklund

What’s holding your center back from achieving your goals? If you point at technology, fear not: There has never been a better time to be a small to medium sized contact center! From the cloud to managed services to pre-built vertical applications to suites to a proliferation of new vendor and solution options… the hits just keep coming. Bring your “wish list” to this session and we will dive into options to help you close the gaps and take your contact center to the next level.

Session 405

Driving Process Improvements to Increase Overall Effectiveness

Wednesday | 4:30 PM – 5:30 PM

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. Hear how Raytheon used these techniques to implement improvements that have resulted in a call volume decrease of 30% in 4 years, while improving customer satisfaction ratings.

Session 505

Secrets to Success from the ICMI Small Contact Center Award Finalists

Thursday | 1:30 PM – 2:30 PM

Ever wonder what it takes to run a best in class small contact center? In this session, a panel of the ICMI Small Contact Center Award Finalists will share their tips, tricks, and advice for overcoming a variety of the common challenges that small queue groups face. Attendees will have the opportunity to voice their specifi c pain points during an interactive Q&A session; they’ll hear fi rst-hand stories of best practices in action, and gain valuable insight on how to improve their own small contact center.

Session 605

Training on a Shoestring – What Would MacGyver Do?

Thursday | 2:45 PM – 3:45 PM
Justin Robbins

MacGyver once said, “Stay out of trouble, keep the expenses down, and don’t get killed.” For many training departments, this could become a personal credo. This session will provide attendees with valuable ideas, free resources, and an open forum to learn about the best in free or inexpensive training programs. Be prepared to get hands on as you’ll transform mundane materials into memorable learning experiences. You’ll return to your center with a host of practical ideas for effective training on a budget.

Session 705

Winning the War for Quality Temp Talent

Thursday | 4:00 PM – 5:00 PM

Temporary workers have long been a critical part of contact center staffing, but competition is fierce as they become a larger part of the U.S. workforce. Add in the increase in legislation around the use of temp labor, and the result is a considerable increase in temp staffing costs and the administrative burden associated with them. This session will show you how to reduce your flexible workforce costs by 25% or more AND stay on the right side of compliance. Learn innovative new ways to cut costs through engaging new strategies and technologies that reduce the cost of finding AND engaging temp and contract labor.

"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