Elevate Your Leadership | ICMI Elevate Your Leadership | ICMI

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Chicago, IL | October 28-30, 2019
Hyatt Regency Chicago
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Elevate Your Leadership

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Best practices from industry frontrunners to help lead your team to success.


Session 106

The Future of Engagement: What You Need to Know

Tuesday | 1:15 PM – 2:15 PM
Columbus CD
Bob Furniss, Amas Tenumah

Over the last 15 years there have been many key moments in the contact center, from IVR to social service to the impact of omnichannel. Join these industry thought leaders – with more than 60 years of combined experience – as they look into the future of customer service and support. Hear why organizations must focus on culture and diversity above technology and automation, and how future trends will require a new kind of super agents in your organization. Sort through the hype and learn real ways AI will impact the agent experience. And discover how customers like IBM, BP and others are already leading the way.

Session 206

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

Tuesday | 2:30 PM – 3:30 PM
Columbus CD
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

MWCCA Chicago Chapter Launch

Tuesday | 3:45 PM – 4:45 PM
Columbus CD
Hale Jay

The Midwest Contact Center Association is launching a Chicago Chapter in 2020! Connections attendees are invited to join the information session focused on creating a local network to further professional development and collaboration with contact center industry peers. The MWCCA launched in 2009 in Minneapolis, and has grown to represent nearly 500 contact centers and 2,000 practitioners, industry-wide. 6-8 local events are sponsored annually and include contact center tours, keynote speakers on best practices, round table discussions, and frontline training. A governing, volunteer board manages the planning and organizing of each event and has a heart for creating local community where contact center professionals can learn, network and collaborate. Come see why practitioners love the MWCAA so much and get plugged in to the Chicago community!

Session 406

Integrating Customer Insights and Quality With the Contact Center to Maximize Strategic Impact

Wednesday | 1:15 PM – 2:15 PM
Columbus CD
John Goodman

Learn the challenges and lessons organizations from Chick-fil-A to Moen Faucets have learned on their journey to create a Customer Experience Quality function that pairs the contact center with Quality and Insights Analysis, including customer onboarding, sales and marketing. This broader approach has allowed for initiatives such as an integrated end-to-end feedback process, compelling business case and expansion of digital customer support/education, including experimentation with AI and video. Learn the perquisites for success and necessary steps to create an integrated Customer Insights process for your organization.

Session 506

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

Wednesday | 2:30 PM – 3:30 PM
Columbus CD
Beth Gauther-Jenkin, Chelsey Johnson

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 606

Next-Level Leadership: Making Human Connections

Wednesday | 3:45 PM – 4:45 PM
TBA
Art Coombs

Sure, life in community gets messy. We disagree. We argue. We sometimes say and do things we regret. But when we continue the effort and do it in the right ways, we make real connections and develop deeper relationships… and we then grow exponentially. We learn more about the world around us. We bond with others. We become better versions of ourselves. With genuine human connection in the office, your people will find more safety, creativity, enjoyment and excellence. This inspiring session describes practical ways to implement the Five L's of genuine human connection into your leadership.