Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.

Session Tracks

Foundational Best Practices

New to your role in the contact center? We've emphasized the "how to" in these critical sessions so you can return home with actionable ideas for making immediate improvements in your contact center. Results are what you need, and this track will show you exactly how to achieve them in your own operation.
View Foundational Best Practices sessions >

Future Trends in Customer Service

Is your contact center prepared to meet the needs of tomorrow’s customers and employees? We’ve identified several trends to watch as expectations shift and technology evolves. This track will explore developments shaping both customer and agent expectations, as well as examine the role emerging technology will play in the continued evolution of customer service.
View Future Trends in Customer Service >

Optimizing Your Workforce

This track will show you how workforce optimization can positively impact both the contact center and the business as a whole. You’ll walk away with actionable insight you can use to better manage onboarding and ongoing training, forecasting, scheduling, work from home agents, distributed workforces, and more. These sessions will enable you to drive increased productivity and efficiency in your center.
View Optimizing Your Workforce sessions >

Omnichannel Best Practices

Your customers expect service options in the channel of their choice, and at a time that’s most convenient for them. If you’re looking for insight to help you determine the right channel mix and learn how to deliver a seamless cross-channel experience, this is the track for you. We’ll explore the strategy, processes, and technology needed to deliver best in class omnichannel service.
View Omnichannel Best Practices sessions >

Contact Center Metrics

There’s no shortage of data in the contact center, but determining what to measure and how to interpret the data to drive meaningful results can be a challenge. This track will provide you with the research, benchmarks, best practices and case studies needed to implement metrics that improve operations.
View Contact Center Metrics sessions >

Customer Experience

As customer touch points increase, the contact center is quickly becoming the epicenter for how customers perceive their interaction with your company.  This newly created track address the challenges, successes and roadmaps needed to improve your customers' experience.
View Customer Experience sessions >

Employee Engagement

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.
View Employee Engagement sessions >

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


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.