Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.


Pre-Conference Workshops

Customer Experience Improvement

Half-day interactive, hands-on training with some of the best presenters in the industry. It's a great way to enhance your conference experience and dive a little deeper into topics of interest.

Pre-1

Make Coaching Work

Monday | 8:30 AM – 12:00 PM
Session Level: People Management
Justin Robbins

Transform the way you provide feedback to your contact center team members so that coaching isn’t simply an event, but a relationship. Successful coaching begins with understanding the basic principles of consistent, positive communication and reinforcement. Through a simple step-by-step coaching process, attendees will know what actions to take at each point of a real-life interaction with trainees and will learn how to create an action-oriented plan. In this interactive workshop, you will learn a simple method for delivering specific, concise feedback to employees, and benefit from improved employee motivation and commitment to their contact center’s objectives.

Pre-2

The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Session Level: Operations Management
Brad Cleveland

This always-popular course has been a favorite at ICMI conferences for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective contact center. In step-by-step format, Brad Cleveland, author of Call Center Management on Fast Forward (recipient of an Amazon.com best-selling award), walks you through the foundational principles that will serve you well throughout your career. Whether you are a new manager or a veteran in search of a dependable refresher - this session provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.

Pre-3

Customer Experience Transformation: From Strategy to Inception

Monday | 8:30 AM – 12:00 PM
Session Level: Strategy & Leadership
John Carpenter, Cindy Garrett, Tom Hulsebosch, Carolyn Sarb

If your customer experience needs an overhaul but you’re not sure where to begin, this workshop is for you! Utilizing the journey of a large mid-western water utility, you’ll discover how to transform your customer experience from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. Learn how they developed a roadmap/strategy for success, prioritized and executed initiatives, and ensured continued support of new processes/technology. You’ll leave with insights on best practices and lessons learned, as well as a structured approach you can utilize to transform the customer experience in your own center.

Pre-4

Optimizing Your Agents’ World

Monday | 8:30 AM – 12:00 PM
Session Level: Technology Management
Lori Bocklund

When centers fall short of their efficiency and effectiveness goals, the tools at the agents’ fingertips are often a culprit. In this workshop, we’ll look at the tools they crave: integrated desktop, knowledge management, solid workflows, good customer information, accessible performance feedback, and a user-friendly interface. We’ll also talk about exciting tools to improve handling of media such as chat and email. Join us in this interactive dive into the technologies that can transform the way your agents handle a variety of contact types. Optimize your agents’ world and chances are you will optimize your and your customers’ worlds as well!

Pre-5

Seven New Secrets to Outstanding Customer Service

Monday | 1:30 PM – 5:00 PM
Session Level: People Management
Jeff Toister

When it comes to improving contact center customer service, there’s no magic pixie dust that gets results quickly and easily. Or is there? New research reveals there are opportunities to quickly improve customer service with minimal effort. Discover the first (and most important) step towards improving customer service, the difference between good and bad agent goals, the real power of first impressions (and how to recover from a bad one), techniques to positively influence customers' perceptions of wait time, and much more. This informative and interactive workshop will reveal seven new secrets that can help you elevate customer service in your contact center.

Pre-6

Building a Voice of the Customer Program That Drives Innovation and Investment

Monday | 1:30 PM – 5:00 PM
Session Level: Operations Management
John Goodman, Lynn Holmgren

Listening to – and acting appropriately on – the Voice of the Customer (VOC) is a critical component in creating a successful customer experience. Is your VOC program as robust as it needs to be to achieve your goals? Do you have the management support you need in order to improve it? This enlightening workshop will show you how to evaluate your own VOC process, and provide three actions that will win over your CFO and CMO. Learn how to package the results of VOC analysis for rapid reaction – allowing you to reduce costs while enhancing loyalty and revenue. Finally, you’ll discover how to quantify the revenue, cost savings and word of mouth impact of your contact center.

Pre-7

Better Service and Happier Agents: Simple Steps for Revising Your Template Library

Monday | 1:30 PM – 5:00 PM
Session Level: Strategy & Leadership
Leslie O'Flahavan

The quality of your email to customers depends upon the quality of your templates or canned responses, but if you’re like most centers, your library is seriously in need of an overhaul! You may have too many templates, or ones that are too long, too formal, or just plain out of date. To avoid using the old templates, agents often begin writing their own canned answers – a contact center manager’s nightmare! How do you clean out the library and update the templates without shutting down the contact center? This workshop will give you a 10-step action plan for updating and maintaining a library of high-quality, reusable templates.

Pre-8

Shaping Your Contact Center’s Role in a Multichannel Strategy

Monday | 1:30 PM – 5:00 PM
Session Level: Technology Management
Lori Bocklund

The contact center is an essential part of an enterprise strategy that enables you to meet – and exceed – your customers’ expectations. During this highly interactive workshop, you will work with other creative leaders to define what multichannel means, identify the priorities for technology to enable multichannel delivery, and ponder where you’ll spend valuable money and resources to make your vision come to fruition. You will be challenged to consider best practices and catalyze cross-channel collaboration to ensure success for your company – and your customers. You’ll leave with a strategy that ensures your planning efforts lead to sustainable positive outcomes.

"I felt good about the conference because I was able to get some new ideas in some areas where we were really struggling. It also confirmed some of the recent changes we have made in our center."

Kent Henderson , Sales Manager, Upack Moving

Sponsors