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Interactive Workshops

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


How to Get Your Agents Obsessed with Service

Monday | 8:30 AM – 12:00 PM
Summerlin Ballroom A/F
Jeff Toister

A few elite contact centers have figured out how to get their agents absolutely obsessed with delivering outstanding customer service. They somehow seem to do the right thing each and every time. This entertaining and informative presentation will reveal their secrets. Utilizing experiential activities, we'll demonstrate how you can ignite your agents' passion. You'll gain actionable ideas from real-life examples and cutting-edge research. Take-aways include: Experience ways that culture can influence our agents' actions, Examine the three essential elements of a customer-focused culture, Develop strategies for integrating each element into your own contact center.


The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Charleston Ballroom A/F
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the 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.


Storytelling with Data: Making Metrics Come to Life

Monday | 8:30 AM – 12:00 PM
Charleston Ballroom B/E
Justin Robbins

One of the greatest challenges in any organization is connecting the dots from metrics to behaviors to desired results. You're pulling the right data, but struggle to create compelling dashboards, scorecards, or reports that move people toward positive outcomes. In this interactive, hands-on workshop, customer experience expert Justin Robbins will walk you through the most common reporting mistakes, uncover ways to see immediate results from your metrics, and share tips & tricks for designing more effective dashboards and reports. Come prepared with examples of your reports and he'll help you to tell a story that will capture everyone's attention.


Customer Experience Deep Dive Part 1: INPUT - Data,Insight, Analysis & Outcomes

Monday | 8:30 AM – 12:00 PM
Charleston Ballroom C/D
Annette Franz

Customer Experience insights are born from great customer data. Learn to identify the difference sources of this information, both structured and unstructured. Put it all into context through analysis and insights. Close the loop with customers and employees by taking the right actions at the right time. Premediate the desired outcomes and the metrics to measure them. By linking feedback to outcomes for the customer and for the business, the CX advantage will be yours!


Reboot Your Culture with the Power of Magnetic Leadership

Monday | 1:00 PM – 4:30 PM
Charleston Ballroom A/F
Dianne Durkin

To be successful in today's workforce, one must find power within themselves to lead others. In this workshop, Dianne explores where this power is generated, and helps participants develop the necessary steps to build a framework of questioning strategies and coaching tools for their organization to create a culture of reliability and responsibility. Magnetic leaders know how to energize their inner powers despite outer pressures. This workshop will fortify your coaching skills to guide your organization through change, and will encourage employees through empowerment and engagement.


Contact Center Technology 101: What Every Professional Needs to Know

Monday | 1:00 PM – 4:30 PM
Charleston Ballroom B/E
Lori Bocklund

If technologies such as omnichannel routing and reporting, knowledge management, integrated desktop, and analytics sound enticing but intimidating, this workshop is for you! Operations and technology leaders alike will find out how today's solutions can address pain points and deliver differentiated service and sales. You'll learn the essentials as well as the enhancers across a wide variety of technologies, and decide what's right for your center. Join us for practical information that will arm you for a discussion with your contact center, IT counterparts, and vendors as you prepare to pursue technology projects that can transform your customer experience.


Customer Experience Deep Dive Part 2: OUTPUT - Mapping,Improving, Planning & Implementing

Monday | 1:00 PM – 4:30 PM
Charleston Ballroom C/D
Annette Franz

With our customer data strategy now in place, it's time to learn the 6 steps from maps to outcomes and where that data will be used in conjunction with journey mapping.

In this workshop, you'll learn…

  • Why journey mapping is an important tool and process
  • Different types of maps
  • Mistakes to avoid when journey mapping
  • The six-step process to ensure your maps are the catalysts for change they are meant to be
  • How to conduct your own journey mapping workshop

"If you work in a Contact Center you need to attend this event! The ICMI Team creates a three day event where you learn more about Leadership, Employee Training/Quality Management and Retention, Technology in a fun environment, with the best in the Biz!"

Susie Kent, National Director Sales & Service,


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.