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Interactive Half-Day 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. 

Session Pre 1

How to Quickly Design and Develop Agent Training

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

Discover the secrets to rapidly design cost-effective training from a Certified Professional in Learning and Performance. Learn how to determine when training is and is not an appropriate solution to improving performance, how to use a simple, industry-standard model to rapidly develop new programs, and, best of all, how to create low-cost training courses that deliver big results. Participants will design, deliver, and evaluate a real training program as part of this workshop.

Session Pre 2

The Principles of Effective Contact Center Management

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

Session Pre 3

Journey Mapping: Creating an Exponentially More Effective Customer Experience

Monday | 8:30 AM – 12:00 PM
Location: Conference Hotel
Dianne Durkin

Have you lost clients but don't really understand why? Would you like to feel a stronger connection with and sense of loyalty from your long-term customers? If so, join Loyalty Factor president Dianne Durkin on a journey mapping experience! In this hands-on workshop, you'll create a map of a hypothetical customer's journey with your own company. Through this step-by-step process, you'll gather the tools and takeaways you need to successfully create a journey map in your own organization.


Session Pre 4

Coach Your Customer Service Agents to Be Better Writers

Monday | 1:30 PM – 5:00 PM
Location: Conference Hotel

Your contact center needs agents who can write excellent email, chat, social media, and text to customers. However, many of your agents began their work life talking to customers on the phone, and some of them don't have the strongest writing skills. In this workshop, you'll learn how to give agents written and verbal feedback that will help them improve their writing skills. In addition, you'll receive guidance on how to change your chat, email, and social QA forms so they can function as coaching tools.

Session Pre 5

Moving Metrics into Action

Monday | 1:30 PM – 5:00 PM
Location: Conference Hotel
Tim Montgomery

These days, with pressure to maximize efficiency without sacrificing customer satisfaction, frontline managers often struggle to balance conflicting objectives and priorities. There's no easy cure, but in this workshop, you'll learn practical ways to use the resources you already have more effectively and move your organization closer to getting everyone on the same "productivity page." Discover strategies for using metrics to motivate positive behavior changes (and what to avoid), and learn what's worked in some of the world's most celebrated service organizations.

Session Pre 6

Contact Center Technology 101: What Every Professional Needs to Know

Monday | 1:30 PM – 5:00 PM
Location: Conference Hotel
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.

Session Pre 7


Monday | 1:30 PM – 5:00 PM
Location: Conference Hotel
Justin Robbins

Are you a contact center leader who's looking for a unique opportunity to network, share, and learn from the experience of others? MasterMinds is a place to bring your unique challenges, collaborate on innovative solutions, and gain long-term benefits from a new group of peers. Considered a "must-do session for all attendees," MasterMinds unlocks the full potential of attending an industry conference. Come to experience an open forum where you'll receive individualized advice, hear diverse perspectives, and build connections that will endure.

Session Pre 8

Strategic Planning for World Class Omnichannel Customer Experience

Monday | 1:30 PM – 5:00 PM
Location: Conference Hotel
G. Todd Gladden,CWPP, Conor Volpe

OPEN to 2 and 3 Day and Demo Hall passes.

This workshop is designed for all levels of contact center management, providing the tools and direction necessary to navigate in the age of the digital customer and the rising demand for omnichannel customer service.

You'll gain insight and direction to develop and execute a contact center strategy and leadership process for effectively operating in the digital world. In this workshop attendees will work through realistic exercises demonstrating key contact center omnichannel customer service challenges and how to overcome them. You'll leave with tools, techniques, and knowledge needed to implement a successful plan and gain access to Trailhead by Salesforce, the preferred learning management program for service leaders.

Participants will earn an "Omnichannel Customer Service" certification from ICMI.

Who should attend:

  • VP's
  • Directors
  • Managers
  • Supervisors

What you will learn:

  • Identifying the contact center's strategic direction and how that applies to your role
  • Aligning the organization's and the contact center's strategy, goals, and objectives from the top down
  • Quantifying and communicating the contact center's value to your agents – and their role in customer service excellence
  • Integrating multiple customer contact channels into one strategic plan and how to implement it
  • How to hire, train, motivate, and empower agents to deliver world class customer experiences

"Anyone looking for new ideas to grow and improve their call center would benefit from the wealth of information ICMI has to offer."

Marcy Moody, Supervisor, Delta Dental MI


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.