Participate in a unique roundtable discussion with executive-level contact center peers, facilitated by Brad Cleveland, Senior Advisor & Former President/CEO of ICMI, and Macklin Martin, Executive Director of ICMI.
What: |
Complimentary roundtable discussion with your executive-level contact center peers |
When: |
Wednesday, October 7, 2009, 6:30 p.m. – 8:00 p.m.
|
Where: |
Mandalay Bay
3950 Las Vegas Blvd. South
Las Vegas, NV 89119 USA
Phone: 877.632.7800
Meeting Room: Banyan F
*Cocktails and hors d’oeuvres will be served. |
Learn more about the event
Discussion Topic: Contact Center Quality Management
What is it?
How is it helping you?
How is it helping your customers?
In this highly interactive forum, we’ll together discuss and share ideas on the vitally important topic of quality management. What is it? What are our organizations and customers getting out of it? How is quality management changing as customer expectations evolve? What do we need to do now and in the months ahead to get it right?
Suggested agenda is as follows:
- Welcome and introductions (10-15 minutes)
- Summary of recent ICMI research
- Key thoughts from ICMI’s latest whitepaper
- Insights from ICMI’s ongoing quality assessment research (15-20 minutes)
- Group discussions and sharing. Questions include:
- How can you boost your contact center’s strategic value through your quality management program? (15-20 minutes)
- What do you need to do at an operational/tactical level to improve customer experiences and deliver higher levels of value? (15-20 minutes)
- Summarize highlights, key points from group discussions (20 minutes)
- Networking
Many of ICMI's members and clients in senior leadership roles have asked ICMI to provide networking opportunities for candid dialog with peers. We recognize this kind of sharing and learning among those who have budgetary and strategic level responsibilities is more important than ever!
After completing and submitting this form, we will follow up with you to confirm your participation, as well as address any questions you may have.