Call Center Best Practices | ICMI

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Case Studies

Gain Invaluable New Techniques and Process Improvements from Industry Practitioners and Well-Known Organizations


Session 102

Scaling for Talent, Engagement, and Retention in Zoro's Hypergrowth Environment [CASE STUDY]

Tuesday, 1:15 PM – 3:15 PM
TBA
Dawn Crall

Over the past 9 years, Zoro has grown from less than $1 million to over $600 million. In the same period their contact center grew from 2 to more than 200, including 2 fully staffed contact centers and a 50% mobile workforce. Come hear how this e-commerce company navigated the complexities of building and rapidly scaling its operations while building a culture that promotes both employee engagement and customer satisfaction. Explore the philosophy that drives their success, and how they use empowerment, training, metrics and more to achieve continued success as they prepare for ongoing growth.

Session 105

The Power of Modernized UI: Improving the Employee Experience While Cutting Costs [CASE STUDY]

Tuesday, 1:15 PM – 2:15 PM
TBA
Danielle Marvelas

Legacy software systems are outdated, complex and slow, contributing to lengthy training times, low employee satisfaction and higher average handle times – and yet many call centers are still using them. When Logistics Health decided that it was time to re-imagine their contact center operation, they began with understanding their users. Discover how user-centered design helped them reduce training times, attrition and average handle times while ultimately improving both the employee and customer experience. Learn how modernizing your UI can make a significant positive business impact.

Session 206

Foster Growth and Empowering Education: The Role of Learning Curation at Sitel Group [CASE STUDY]

Tuesday, 2:30 PM – 3:30 PM
TBA
Aaron Schwarzberg

According to research, only 10% of what we learn is covered through formal learning. In a world of information overload, learners have access to an endless supply of information online, which has created a need for curated content from reliable sources. By curating learning and development content, you help learners gain access to valuable information, foster growth, and cultivate a culture of lifelong learning in the workplace. This session will help you to understand the concept of content curation in learning, and why it's so important. Gain insights and lessons learned from the real-life implementation of Sitel Group's Empower Center, which serves thousands of employees.

Session 306

Building and Maintaining a High-Performance Culture at Displayit [CASE STUDY]

Tuesday, 3:45 PM – 4:45 PM
TBA
John Clough, Andrew von Essen

A high-performance culture makes an enormous difference in employee and customer satisfaction, but building one is hard work. You must be intentional in its creation, and constantly monitor and tend to it once achieved. This lively session explores how Displayit has built and maintained a high-performance culture in their small call center and beyond. They'll share their successes, challenges, and the many lessons learned along the way. Gain the tools to evaluate your current culture, and leave with tips on how to build, repair and maintain the culture you want.

Session 406

Navigating Change in the Contact Center: South Bank's Roadmap for Success [CASE STUDY]

Wednesday, 1:15 PM – 2:15 PM
TBA
John McCutchen

Change is inevitable, everywhere there's change. In a contact center environment, we need change to be successful and to keep our team members engaged. Understanding and preparing for the change cycle is the key to navigating change successfully. This enlightening session explores the various types resistance to change and describes how to successfully lead through change as an impacted party, peer and as a leader. Create an individual action plan and discover how to prepare, personally and professionally, to lead your team through the cycle of change in a positive manner.

Session 502

The Best of the Best: How Moxie Pest Control Attracts and Retains "A Players" [CASE STUDY]

Wednesday, 2:30 PM – 3:30 PM
TBA
Travis Nichols

Most companies struggle to attract, hire, and retain "A players". This valuable workshop shares the processes and tools Moxie Pest uses to produce consistent results. Learn what to look for in an "A player" as well as best practices for recruiting, interviewing, evaluating, offering, and onboarding the best of the best. From job postings and resume evaluation to offer positioning and scorecards, learn how to attract top talent, set the best initial expectations to promote long-term retention, and set candidates up for long-term success.

Session 503

Starting from Scratch: The Journey to Build and Optimize a Small Contact Center [CASE STUDY]

Wednesday, 2:30 PM – 3:30 PM
TBA
Billie Durden

This session will review the creation, operations, and lessons learned from the Meadows Health Physician Services contact center, serving a small rural community in South Georgia. With 10 agents, the contact center is responsible for answering incoming phone lines and scheduling appointments for 8 physician practices located in Vidalia. Follow their journey as they evolved from start-up contact center to greater maturity, and learn how journey/process mapping, optimizing technology, agent specialization and cross-training have played important roles in their success. Working in groups, you'll use their experiences as a jumping off point to identify and problem solve for your own biggest operational challenges.

Session 505

Learning in Real-Time: Stopping Complaints Before They Happen [CASE STUDY]

Tuesday, 2:30 PM – 3:30 PM
TBA
Brian Leeson

We all know the importance of harnessing and acting on feedback to improve the customer experience. But should we really be waiting for our customers to tell us when we have gaps in training or broken processes? This interactive session invites you to take a critical look at your CX or quality program and decide whether you're getting critical insights where and when you truly need them. We'll share best practices and explore approaches to real-time intelligence gathering and preventing problems before they become bigger. Discover actionable ideas on quick-wins or strategic steps you can take to move toward learning and preventing problems in real-time.

Session 506

Supporting Employee Growth: Developing a Successful Career Path [CASE STUDY]

Wednesday, 7:30 PM – 8:30 PM
TBA
Beth Gauthier-Jenkin

With unemployment rates at record lows and the growing popularity of the gig economy, contact center leaders are under enormous pressure to develop and retain current employees. Gopher Sport's award-winning approach to employee development scored them the coveted ICMI Global Contact Center Award for Best Small Contact Center in 2018, and more than a dozen of their employees landed on the 2018 ICMI Customer Experience Movers & Shakers list. What's their secret? In part, their commitment to supporting their employees' growth and development and their unique approach to career pathing. If you're looking for practical ways to develop your leadership pipeline, boost morale, or improve performance, don't miss this opportunity to hear Gopher Sport share their approach to supportive leadership and focused growth.

Session 602

Mastering Remote Agent Engagement at Sutherland Global [CASE STUDY]

Wednesday, 3:45 PM – 4:45 PM
TBA
Anne Bibb

Engagement has been so successful that it's being replicated enterprise-wide! The Sutherland team utilizes several key actions and strategies to create a culture of engagement among remote workers that rivals that of the engagement felt in a traditional brick and mortar site. Learn how by utilizing multiple tools and processes they have successfully built a culture of engagement between remote workers and team members who work on site, and how they keep it going through diligence, governance and keeping it a top priority.

Session 603

From Good to Great in 9 Months: Kinecta Credit Union's Success Journey [CASE STUDY]

Wednesday, 3:45 PM – 4:45 PM
TBA
Jeff Rumburg

In 2018, the Kinecta Contact Center faced a number of serious challenges. Handle times were above average, costs were above average, the IVR containment rate was below average, and technology was antiquated. A benchmark revealed that their metrics discipline and process maturity were weak, and at the root of many of these challenges. This inspiring case study examines how Kinecta leveraged benchmarking to close performance gaps and achieve world-class performance. It will detail how Kinecta reduced handle time by 40 seconds, increased their IVR containment rate by 12 percentage points, reduced cost per contact by nearly 25%, and increased member satisfaction to the best in the industry!

Session 604

Unbridled Onboarding: Optimizing Training to Increase Proficiency [CASE STUDY]

Wednesday, 8:45 PM – 9:45 PM
TBA
Jonathan DeVore, Stephanie Beal

Discover the secrets of how Unbridled Connect cut the time-to-proficiency for new agents from 60 days down to 15 days––a 75% improvement! Stephanie will share her training methodology, the typical onboard training pitfalls that should be avoided, along with the changes she implemented that made the biggest impact. Through hands-on exercises you'll learn to optimize call flows, prepare an instructor guide, and deliver classroom training that gets new hires up and running in a fraction of the time. You'll walk away knowing how to train new agents so that they can comfortably handle any call right out of training, without long hold-times or outside assistance. peers and managers.

“Great site tours and robust content in breakout sessions.”

Michael Tudor, Director of Call Center Operations, Central Security Group-Nationwide, Inc.

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   © 2019 Informa PLC, All Rights Reserved.