ICMI | Customer Experience Improvement - Programs

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Workshops

Capitalize on this opportunity to get ICMI Training with these 1-day training workshops or dig deeper into specific topics of interest with half-day workshops led by best-in-the-business instructors.  

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Pre-1

FULL DAY ICMI Training: Workforce Management Principles

Monday | 8:30 AM – 4:30 PM
Location: Conference Hotel

This 1-day course looks at developing foundational knowledge and skills in workforce management for contact centers. Learn how workforce management (WFM) is defined, and explore the components of the planning and management process of the contact center. Gain a better understanding of service level/response time objectives, data collection and forecasting, real-time management, and reporting and analysis that will enable you to more effectively and efficiently manage your center. (No previous workforce management is required.)

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Pre-2

FULL DAY ICMI Training: Small Contact Center

Monday | 8:30 AM – 4:30 PM
Location: Conference Hotel

"Do more with less!" A common edict, but the performance impact can be much greater in small centers. The good news is having limited resources does not have to mean limited results. Managers of small centers can and must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. This targeted workshop, specifically for contact centers with 2 to 50 agents, provides the tools, strategies and tips you need to achieve big results. Come prepared to share with your peers who manage other small centers and capture a ton of ideas you can apply right away!

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Pre-3

FULL DAY ICMI Training: Contact Center Strategy

Monday | 8:30 AM – 4:30 PM
Location: Conference Hotel

This all new workshop from ICMI provides the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. Apply the lessons of the world's best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges. Get the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. You'll leave with techniques and strategies you can implement immediately – and references to consider for many years to come.

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Pre-4

The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Location TBD
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the Amazon.com bestseller Call Center Management on Fast Forward, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher, this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.

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Pre-5

High-Performance Management: Getting the Most Out of Contact Center Agents

Monday | 8:30 AM – 12:00 PM
Location: Conference Hotel
Jeff Toister

Getting the most out of your contact center agents is a challenge for every manager. This interactive workshop focuses on the essential skills required to help today's contact center agents achieve and sustain a high level of performance. Through hands-on activities, you'll experience common obstacles to great performance. You'll also learn proven best practices in performance management skill areas such as expectation setting, coaching, employee motivation and holding agents accountable. You will walk away with tools and actionable ideas to help your team reach its full potential.

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Pre-6

MasterMinds - Connecting Beyond the Conference

Monday | 1:00 PM – 4:30 PM
Location: Conference Hotel
Megan Selva, Erica Marois

Are you a contact leader who's looking for a unique opportunity to share and learn from the experience of others? MasterMinds is a place to bring ideas, share best practices, solve pressing issues, all while receiving support and encouragement. MasterMinds will enable you to come together with others in your industry, build an action plan based on your top challenges and conference learnings, and create a core group of peers who can hold each other accountable throughout the year. If you want to unlock the full potential of attending an industry conference, you do not want to miss MasterMinds.

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Pre-7

Feed the Bots: Strategies to Improve Chatbots Through Knowledge

Monday | 1:00 PM – 4:30 PM
Location: Conference Hotel
Julie L Mohr

Chatbots rely on programming known questions and answers into the system to make them more effective. The more we know about the questions our customers ask, the more information we have to feed to the 'bots and increase their intelligence. To improve the success of capturing the proper knowledge and improving self-service, knowledge must be captured in the workflow using the context of the customer. Knowledge captured using our customer's language will improve the success of artificial intelligence and improve the success of offering a new chatbot channel for support. In this workshop attendees will uncover strategies to improve their existing chatbot implementations or help them develop a successful implementation strategy. It's time to feed the 'bots with knowledge management interactions!

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Pre-8

Beyond Efficiency and Cost Savings – Preparing Technology Recommendations Based on Customer Impact

Monday | 1:00 PM – 4:30 PM
Location: Conference Hotel
John Goodman

When preparing to present or recommend technology solutions to your organization, much of the material provided is focused on enhancing efficiency and costs savings. However, by focusing on problem prevention, proactive service, empowerment, engagement and delight – the payoff is worth the effort! These outputs can be translated into revenue, margin and word of mouth payoffs that are usually 10X the required investment. This workshop is designed to teach you how to create compelling business cases with maximum customer impact.


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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.