Pre-Conference Call Center Workshops | ICMI

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Interactive Workshops

Great networking combined with hands-on education. Dig deeper into the topics that keep you up at night with interactive workshops led by ICMI's five-star trainers.

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Pre-1

Scoreless QA: How to Focus on Behaviors and Forget About The Numbers

Monday | 8:30 AM – 12:00 PM
Regency Ballroom 1
Justin Robbins

Have you ever felt like your agents were more focused on achieving a score than improving their performance? Or, perhaps you discovered that they could do everything right on the form but still provide poor customer service. The truth is that when quality assurance programs focus on achieving a specific score, everyone loses. In this hands-on workshop, Justin Robbins equips contact center leaders with a Scoreless QA framework for focusing on behaviors and forgetting about the numbers. Your customers – and your employees – will thank you for it!

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Pre-2

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

Monday | 8:30 AM – 12:00 PM
Regency Ballroom 2
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-3

The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Regency Ballroom 3
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-4

Journey Mapping and More: A Holistic Approach To Voice of Customer

Monday | 8:30 AM – 12:00 PM
Atlantic Ballroom 1
Nate Brown

Is your Voice of Customer engine pumping on all cylinders? Join Nate Brown, Co-founder of CX Accelerator, Sary Brunner VP of Customer Success at Zendesk and Roshni Sondhi, Director of Customer Success at Zendesk for a workshop designed to take your process for managing customer feedback to the next level. We will establish a foundation of best practices of VoC (Voice of Customer) while also exploring new and innovative techniques. Key topics will include breaking "survey mentality" by tapping into both structured and unstructured data, representing these insights in a meaningful journey mapping process, telling your customer's story in a compelling way, and developing dashboards for both customer voice and employee voice. Applying these techniques to absorb the full power of customer feedback is sure to breathe new life into your business and drive future innovation!

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Pre-5

People Personalities and the Plague – Uniting the Sandbox

Monday | 8:30 AM – 12:00 PM
Atlantic Ballroom 2
Gregg Gregory

What is the common thread that links the Bubonic plague, an 8.0 magnitude earthquake, and teamwork? They can all have a potentially devastating impact on a large number of people in a very short period of time! This energetic and interactive workshop will provide leaders with the tools to understand and leverage their natural style, improve communication, gain trust and respect, increase morale and develop employees. Find out how to foster productive working relationships within a culture of teamwork to successfully triumph and meet the mission goals.

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Pre-6

Contact Center Technology 101: What Every Professional Needs to Know

Monday | 8:30 AM – 12:00 PM
Diplomat 1
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 you customer experience.

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Pre-7

Putting the Effortless Experience into Action

Monday | 1:00 PM – 4:30 PM
Regency Ballroom 1
Matthew Dixon, Lauren Pragoff

You may be familiar with the principles from The Effortless Experience and the idea behind the Customer Effort Score, but do you know how to put the ideas into action? Join us for a thought-provoking, engaging and interactive workshop designed to help you gain a deeper understanding of the core tenets of effort reduction, and how to apply those ideas to your own service organizations. Get ready to roll up your sleeves and get to work! The payoff will be a list of concrete, immediately actionable ideas that can be implemented immediately to improve customer loyalty and the bottom line in your organization.

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Pre-8

ICMI Pro: Contact Center Strategy

Monday | 1:00 PM – 4:30 PM
Regency Ballroom 2
Todd Gladden

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

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Pre-9

Technology Stations Workshop: Its Time For Action

Monday | 1:00 PM – 4:30 PM
Diplomat 2
Lori Bocklund, Brian Hinton, Ken Barton, Matt Morey

Tired of underutilizing your technology, or not getting your wish list items funded? Not sure how to go "omnichannel" or whether you should move to the cloud? Is your leadership starting to talk about hot topics like Artificial Intelligence that sound both exciting and scary? We can help! If you believe the best way to learn is doing, this workshop is for you! You'll pick three topics from five stations with facilitated discussions and exercises. Learn from your peers and experienced consultants in an action-packed afternoon!

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Pre-10

The Power of Holistic Mentoring

Monday | 1:00 PM – 4:30 PM
Atlantic Ballroom 1
Dianne Durkin

Effective mentoring is an effective method for increasing productivity and growth potential, and recent studies have found that 85% of employees want a more holistic approach to mentoring, where all aspects of their life are considered. This interactive session will provide tools to help individuals look at their future aspirations, values, goals, and objectives to achieve unparalleled success. Equipped with these resources, mentors can help coach employees to develop career goals that will meet their overall objectives for a balanced life. By practicing holistic mentorship you'll offer your employees an opportunity to grow and develop in a dynamic, constructive way.

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PRE-11

The Ten Skills of the Service Jedi

Monday | 1:00 PM – 4:30 PM
Regency Ballroom 3
Louie Gravance

Join this exciting new workshop with former Disney Institute Professor, Louie Gravance who will lead you through a fun and interactive afternoon of learning. When a WOW moment in customer service takes place, it happens simultaneously for both for the customer and your staff Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence. Becoming a member of the Service Jedi requires discipline, but offers many rewards. In this workshop Louie will use his 25 years' experience to help you master the ten major skills of the Service Jedi including: Serve with Purpose, Serve with Showmanship & Serve by Listening.

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Pre-12

Fine-tune your Hiring, Training and Onboarding Processes

Monday | 1:00 PM – 4:30 PM
Atlantic Ballroom 2
Amber Krueger

To run a successful contact center, the hiring, training and onboarding processes must be well-developed – and executed flawlessly – so the right people are hired and prepared to provide the best customer service experience possible. Easier said than done! But US Bancorp Fund Services' approach has led to a nearly 90% success rate with new hires. This enlightening workshop will describe how their hiring, training and onboarding processes have evolved over the last eight years (including those missteps that we all can learn from). You'll leave the session with a realistic assessment of your current processes, and ideas for improvements that will set your team up for success.

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Pre-13

ICMI Small Contact Center Workshop - FullDay

Monday | 8:30 AM – 4:30 PM
Atlantic Ballroom 3
Rose Polchin

"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!

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer , Customer Care Manager, Restaurant Technologies, Inc.

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   © 2019 Informa PLC, All Rights Reserved.