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2016 Solutions Spotlight Sessions

NOTE:Information noted below is from this past 2016 event. Please look for the full program for the May 2017 conference to be posted in early 2017.

Session SS01


Monday | 5:30 PM – 5:55 PM
Solutions Spotlight Theater

Session SS02

Customer Expectations in the Multi-Channel World

Tuesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Jennifer Waite

Sponsored by:
Join us as we share hot-off-the presses research that sheds light on customer behavior and expectations for multi-channel communication. Early this year inContact commissioned a research study with Harris in both the US and the UK. Harris spoke with thousands of people, collecting information on how customers are interacting with companies, how they feel about the service they’re receiving in different channels, and their expectations. We’ll wrap with a few ideas on how contact centers can respond to these demands and build lasting, profitable relationships with customers.

Session SS03

How Can I Help You? The Worst Question to Ask Your Customer

Tuesday | 11:00 AM – 11:25 AM
Solutions Spotlight
Eric Tamblyn

Sponsored by:
How can such an endearing question be so provocative? Yet many of us cringe to hear these words in our customer service journey. Modern technology allows intention and context to flow across our personal conversations with ease. Metadata surrounds our conversations giving geographical, demographical and psychographic information to systems of engagement throughout our daily lives. We rely on phones, tablets and social media channels in our day-­-to-­-day relationships. We are connected everywhere, well almost everywhere except most contact centers. "How can I help you" are the 5 worst words to say to your customer. Find out why, and how to modernize your contact center for 2015 and beyond.

Session SS04

#ICMIchat Live: Contact Center Technology

Tuesday | 11:45 AM – 12:15 PM
Solutions Spotlight

Sponsored by:

Session SS06

Focus on the Core + Enabling the People Pillar = Get Stuff Done Right the First Time

Tuesday | 1:15 PM – 1:40 PM
Solutions Spotlight
Roger Lee, Deborah Alvord

Sponsored by:
Most organizations realize that meeting or exceeding the customer’s expectations and driving the Customer Experience (Cx) is a key necessity in today’s world.  The contact center plays a critical role in the Cx journey.  There is much discussion from industry experts around customer journey mapping, mobile app interactions, gamification, creating and implementing an optimal workflow, customer service professional lifecycle, customer experience ownership within an organization, etc.  All of these are potential enablers that support a company’s Cx Journey.   However, with all of these new trends, it is sometimes easy to lose sight of key basic core needs.  At the end of the day, agents within the contact center, who are one of the 3 foundation pillars along with Process and Technology, must be enabled to provide this memorable customer experience.

In this presentation, Deborah and Roger, two customer experience professionals, will share lessons learned, tips and advice that you can use within your organization to optimize your agents so that they can best support your Cx objectives. 

Session SS07

#ICMIchat Live: Industry Thought Leaders

Wednesday | 10:10 AM – 10:40 AM
Solutions Spotlight

Sponsored by:

Session SS09

Seizing the Moments: The Insider’s Guide to Perfecting the Customer Journey

Wednesday | 11:00 AM – 11:25 AM
Solutions Spotlight
Jason Woo

Sponsored by:
The customer journey is defined by moments, and brands are often defined by how they handle them. Yet a myriad of circumstances, expectations, and technologies undermine the ability for many organizations to seize those moments: the essential moments to delight, the golden moments to shine. But, what are the top inhibitors to delivering a wonderful customer journey, and more importantly, the secrets to perfecting it? Join this session to hear the recommendations to overcome the challenges afflicting the contact center, as well as identify preventative measures for the future.

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems , Call Center Manager, Pepsi Bottling Ventures