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Contact Center Case Studies

These top-notch companies will be presenting case studies to share their wealth of knowledge with you! They’ve been there, done that, and are here to pass on their proven contact center strategies, including mistakes, lessons learned, and best practices.

Session 104

Love Your People, Shape Your Culture, and Drive Success

Tuesday, 11:30 AM – 12:30 PM
Location: Conference Hotel
Jaimee Friend
We can use our authority to force people to do what we want, or we can create an atmosphere where our people take initiative, problem solve, and strive to exceed our expectations. Before employees really care about their customers, they need to know that we care about them. Learning to love our employees is foundational to building a successful team. Building and maintaining a culture that supports the team's Core Values is what ultimately drives continued success. This session will explore how to "show the love," and create a culture of success.
Session 202

How TriMet's Customer Support Team Added Agents, Hours, and Channels Without Sacrificing Service Quality

Tuesday, 2:00 PM – 3:00 PM
Location: Conference Hotel
In just one year, TriMet (Portland, Oregon's largest transit agency) scaled its 8-person, Monday-Friday phone-based support team to a 20-person, 24/7 omnichannel powerhouse. Under Jon Bell's leadership, the customer care team added social media and SMS channels and rolled out support for Hop Fastpass, the first-ever fare card to be used in Apple's wallet. With this "lifestyle product" fare cardwhich can also be used to unlock bike lockers and pay other fares, TriMet is a pioneer in the industry. How did TriMet grow so fast and improve service quality at the same time? By focusing on developing agents' skills. In this session, Jon Bell and Leslie O'Flahavan will describe their template rewrite project and their training project. Together, these efforts enabled everyone on the team the long-tenured phone reps, the newly hired social media reps, and the former bus drivers now assigned to the customer care team to serve customers through digital channels.
Session 204

Change Management - From Migraine to Movement

Tuesday, 2:00 PM – 3:00 PM
Location: Conference Hotel
Jeanie Hoth, Barb Corrao
Change management within organizations is difficult to maneuver under any circumstances, and when there is emotional reaction attached to that change, it can add a layer of complication. In this interactive session Jeanie Hoth and Barb Corrao from U.S. Bank Global Fund Services will address the emotional impacts of change management and will provide tools and tips from their experiences with change management. This session will also have an group discussion to hear stories from other organizations who have dealt with change.
Session 304

Keys to Real Accountability that Drive Results

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Carol Marshall
Did you know that the probability of completing an idea or goal jumps from 10% to 95% just by having a specific accountability appointment with a person you've committed to? In this session Carol will show how to create a culture of accountability that is accepted, appreciated, and welcomed by their team members.You will learn how meetings (when done right) can deliver better results, how having candid conversations can sharpen performance and enrich your teams and take away actionable strategies to drive performance and meet deadlines more efficiently in a way that works for any team or business.
Session 305

MOOving on up - The Story of Growth From An Award Winning Contact Center

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Daniel Moross, Doreen Berard
Join Dan and Doreen as they share how MOO grew their contact center from 1-to-100 people in a short period of time, winning awards, gaining super-fan customers and maintaining high employee engagement along the way. They will share the highs and lows, the mistakes and learnings from their journey from a small to a medium contact center. Expect to hear about a variety of areas - from people & culture to policy & process, from systems & metrics to voice of the customer. You will walk away with Inspiration, ideas, tips and challenges associated with: building an engaging culture, that lasts as you grow; selecting and onboarding new software and systems; sharing customer insight from the contact center with the rest of your business capturing, tracking and utilizing customer feedback and CS metrics.
Session 306

Automated Quality Management – Why Large Contact Centers Should Pay Attention

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Kristy Powers, Jon Levenhagen
Join Jon and Kristy in this dynamic fireside chat where they take you through the journey of how automated quality management could be a great solution for your large contact center. Jon will share how American Family Insurance has implemented AQM and the challenges, obstacles and benefits of using it in their contact center. As Navy Federal considers AQM for their organization, Kristy will delve into how AFI was successful and what information she should know as they consider a similar path.
Session 403

Organic vs Artificial Intelligence (OI vs AI)

Tuesday, 4:30 PM – 5:30 PM
Location: Conference Hotel
Jim Thomsen
Everywhere we go, we hear AI this or AI that - we're told that machines will soon be taking over a greater portion of the workplace. In this session, Jim makes the case against the machine and how it can never replace the genuine and authentic experiences humans provide to each other. In this session, Jim will illustrate examples of AI run amok, as well as examples where employees can act artificial/robotic. You will learn what tools Showdown Displays use to reward employee behavior, drive engagement and improve performance that makes both their customers and CFO smile.
Session 405

Collaborate and Listen - Breaking Down Silos in Your Organization

Tuesday, 4:30 PM – 5:30 PM
Location: Conference Hotel
Todd Hixson, Michael Kohutich
Most contact centers get internal visitors periodically, but very few take full advantage of the opportunity this affords. In this interactive session you'll hear how Hulu developed an actual learning plan to reflect the culture and business importance of the contact center. Learn how to break down silos and create an atmosphere where folks want to visit the call center, and where agents want to partner with other parts of the company. Discover how to frame contact center KPIs in ways others can relate to, and effectively illustrate the intricacies and challenges involved in providing excellent customer service. You will walk away with an action plan to improve partnership across the organization and increase engagement for your agents while solving for your customers in a truly collaborative light.
Session 502

Supporting Employee Growth: Developing a Successful Career Path

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Beth Gauthier-Jenkins, Sarah Gibart
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 504

Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Jeff Petruso

Over the past 25 years at Anheuser-Busch, Jeff has developed a comprehensive monitoring program by using universal tools available through the company. In this session, you will learn how Anheuser-Busch's small contact center can be a model for any sized contact center looking to develop programs on a shoe-string budget. You will leave with best practices for developing a definitions document with (MS Word); supporting best practices with an audio library (wav file editing); creating a customized monitoring form, quantitative and/or qualitative (Excel or Survey Gizmo); reporting results and identify gaps through manual and/or automated reporting (Survey Gizmo/Excel/PowerPoint) and calibrating and coaching to drive consistency and positive-sustainable results.

Session 506

Evolving a Contact Center for Today's Challenges

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Angelo Arezzi, Thomas Farrell, Raymond Symonds has undergone many evolutions as a business over the years. This has been driven by many acquisitions, change in their market, and changes to their technology philosophy. This interactive panel with's Senior Leadership team will walk through their evolution along with aligning that to the basic tenants of operating a call center in an environment where technology is rapidly changing and most companies have limited budgets. Topics to be discussed include: 1. Basic blocking and tackling (Answer the Phone) ; 2. How to innovate with no budget (Evolve your Support); 3. Building Leaders and Supporting their Growth (Career Pathing and Training) ; 4. How to cope with changes in the economic climate and the rise of the "Gig" Economy(Recruiting and Outsourcing)
Session 604

How Does AI Impact Your Contact Center Workforce?

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Diana Beckman
The AI revolution is in full swing, and many businesses are building or implementing strategies to both capitalize on its potential and stay competitive. AI in the Contact Center allows you to automate your processes and leverage customer data to fuel AI's needs-predicting, machine-learning power. But what does this mean for your workforce? How does introducing AI transform your staffing needs, impact your contact center culture, or change how your employees work or feel about their job? In this session you will learn the impacts of AI to the human element of your workforce. What emotions to expect, how to detect employee concerns, and minimize disruption or attrition and how you can invest in the growth and development of your employees to acquire newly needed skills
Session 605

How AT&T is Driving Improvements in Agent Retention, Customer Experience and FCR in Their Philippine Contact Centers

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Mark Miller, Nathan Watt
Please join Mark Miller, Practice Leader, Customer Service Advisory for J.D. Power and Nathan Watt, AVP Transformation, AT&T, as they share effective solutions to the challenges of working with outsourced partners overseas. Through better understanding of, and engagement with, new hires, AT&T has implemented some specific strategies that are driving down agent attrition significantly. In addition, focused efforts around training, QA and coaching has shown improved results in NPS, CSAT and FCR. Session attendees will get insights on innovative hiring, onboarding and training strategies that get results, as well as keys to success when changing agent behaviors to be more customer focused. This session will help any customer care executive understand keys to maximizing the customer experience in an outsourced environment.
Session 701

Protecting Your Recruitment Investment by Gamifying Onboarding

Wednesday, 4:00 PM – 5:00 PM
Location: Conference Hotel
Gina Montague
A new hire's decision to stay with a company long-term is made within the first few months of employment. A great first impression is more important than ever! Recruiting and onboarding can be an expensive process. Your new hires are key to our future success are you protecting and nurturing your recruitment investment? Onboarding is the perfect opportunity to make a positive, lasting impression on a new hire. During this session you'll learn how Infinite Campus created a gamified onboarding experience that involves the team and new hire.

What our Attendees Are Saying

Attendee Testimonials

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt
Customer Service Manager , Green Shield Canada

"One of the best conferences I have attended."

Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”

Candace Estanique
Coordinator , Straub Clinic & Hospital

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty
Contact Center Supervisor , LES

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson
Customer Service Supervisor , Grant & Weber

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."

Dawn Mangelsen
, DealerTrack Technologies

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."

Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer
Phone Bank Manager , Bremer Financial

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain
Customer Contact Center Manager , Virginia Workers' Compensation Commission

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

Serena Daly
Supervisor, Customer Care Sales and Retention , eHealthInsurance Services, Inc

"The keynote presentations were awesome!"

Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

Jason Kean
Manager, Service Assurance ,

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"

Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."

Jennifer Stowell
Sales Support Supervisor , REI

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."

Kim Singh
Operations Manager , E-Comm 911