Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.

Solutions Spotlight Sessions

Session SS01

Evolve to a New Approach to Workforce Optimization

Monday | 5:30 PM – 5:55 PM
Expo Hall
Paul Chance

Sponsored by:
Complexity, costs, time to value, and support requirements. Have you faced these challenges when adopting WFO technologies for your center center? This session will introduce to you to a new approach to solving these concerns.

Session SS02

6 Steps to Agile Customer Service

Monday | 6:05 PM – 6:30 PM
Expo Hall
Baker Johnson

Sponsored by:

For decades, customer service leaders have been so bogged down sustaining labor-intensive, legacy tools that innovation around processes and best practices for customer experience just hasn't been a top priority. But now, with consolidation, cloud adoption, and digital transformation sweeping through the industry, these same leaders will now have to shift focus from managing tools and staff, to innovating and iterating their processes and workflows to deliver measurable customer value early and often. This session will get past buzzwords and sales pitches to demystify Agile for the Contact Center, and provide attendees with a clear and fresh perspective on how to embrace 'progress over perfection' for brighter experiences all around.

Session SS03

Are Your Customer Service Channels Putting Your Customers at Risk?

Tuesday | 10:15 AM – 10:40 AM
Expo Hall
Brian Spraetz

Sponsored by:
Consumers have more choice than ever in how and where they want to interact with your business. However, what happens when customers choose a channel that isn't the best for their needs. Are they at risk? inContact looks at the trends and challenges and offers an action plan for transforming customer experience in your contact center now.

Session SS04

Get It Right: Competing and Winning on Customer Experience (CX)

Tuesday | 10:50 AM – 11:15 AM
Expo Hall
Khalida Jarbou

Sponsored by:
CX is the frontline in today's battle for business growth.To win, brands must know their customers across the entire customer journey. In this session you'll learn which brands are winning on customer experience and which are falling behind as we share insights from the latest ForeSee Experience Index, a comprehensive customer experience study of 40,000+ consumers. We'll also arm you with tactical and strategic CX insights to help you drive business results throughout 2017.

Session SS05

Omnichannel Analytics – How Analytics are Changing and What it Means for You

Tuesday | 1:15 PM – 1:40 PM
Expo Hall
Tara Griffin

Sponsored by:
Contact Center Reporting has always been the core of all Contact Centers. If you can't measure it, you can't manage it! Our Contact Center landscape is rapidly changing! Come and listen to how OmniChannel Analytics can give leverage data that is typical untouched and help to consistently improve your Customer Experience.

Session SS06

ICMI Book Club Discussion: How to Get Your Employees Obsessed with Service

Wednesday | 10:15 AM – 10:40 AM
Expo Hall
Jeff Toister

Sponsored by:
ICMI's latest book club selection, The Service Culture Handbook, shows you how to create a customer-focused culture where employees in your organization are obsessed with service. It's a step-by-step guide to help customer service teams, business units, and even entire companies get excited about serving customers at the highest level. Join author Jeff Toister for a live and interactive book discussion! You'll have the opportunity to ask Jeff questions, take away additional tips to help you build a service obsessed culture, network with other book club members, and more. New to the ICMI Book Club? This session is welcome to all!

Session SS07

How FCR Made Their Background Screening Process "Short, Sweet, and Simple"

Wednesday | 10:50 AM – 11:15 AM
Expo Hall
Valerie Gordon

Sponsored by:
When you have numerous call center sites and a vast array of customers, your admins need to be able to manage screenings for each individual client quickly and efficiently. Learn how FCR reduced screening time to 1.5 days and maneuvered through the usually very difficult and manual means of selecting screening packages and calculating the amounts that needed to be billed to each client and site using Programs from Checkr. Programs by Checkr made background screenings easier to execute and enabled FCR to know exactly which client had conducted which screenings and bill them easily. Join Corporate Recruiting Manager at FCR, Valerie Gordon for a joint discussion with Checkr on how to decrease your hiring turnaround time and increase your customer satisfaction.

Session SS08

Essential Guide to Delivering Next Generation Customer Service Experiences

Wednesday | 11:25 AM – 11:50 AM
Expo Hall
Jeffrey Wartgow

Sponsored by:

The growth of engagement channels such as messaging applications, peer review sites, and social media continues to have a dramatic impact on customer service. How can you harness the power of these social, mobile, and IoT innovations to become knowledge-driven customer experience leaders? This enlightening session will teach you how to predict the future customer service, and the steps your organization needs to take to deliver these next-generation customer service experiences.

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell , Quality Manager, OptumRx


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.