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2018 Interactive Workshops

NOTE: The information below is from our recent May 2018 event. Please look for the full program for the spring 2019 event to be posted in late November.

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.


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

Monday | 5:30 AM – 9:00 AM
S Hemisphere 4/5
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.


The Principles of Effective Contact Center Management

Monday | 5:30 AM – 9:00 AM
S Hemisphere 3
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.


Building Trust - Being a High Trust Leader

Monday | 5:30 AM – 9:00 AM
S Hemisphere 2
Lea Brovedani

Why will people follow a leader? Out of all of the attributes of the best leaders one stands out: They are highly trusted. Learning how to be a great leader is a journey and trust development is an important and vital part of that journey. If you want to make a positive impact with people and within an organization you must have the trust of the people who follow you. It is a mistake to assume that trust will come with a position or a title as sometimes it is just the opposite-people mistrust authority or people in power. But there are behaviors and actions that can be done to build trust and fortunately they can be learned. In this workshop, you will learn how consciously and deliberately we are changing the way people perceive trust; feel about trust and how they generate trust through behaviors and actions.


ICMI Small Contact Center Workshop - Full Day

Monday | 5:30 AM – 1:30 PM
S Hemisphere 1
Rose Polchin

"Do more with less!" A common edict—but the performance impact can be much greater in centers with fewer than 50 agents. 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 those in small contact centers from 2 to 50 agents, is designed to provide the tools, strategies and tips you need to achieve big results. Come prepared to participate, share with your peers who manage other small centers and capture a ton of ideas you can apply right away!


The DNA of Leadership, Culture, and Teamwork in the Contact Center

Monday | 10:00 AM – 1:30 PM
S Hemisphere 4/5
Gregg Gregory

Whether you're a new leader, leading a new team, or seeking a renewed perspective on how to best lead others, this highly interactive half-day program will uncover the fundamentals of leading your contact center to a culture of teamwork that drives both customer and organizational success. Leadership expert, Gregg Gregory, will walk you through the steps to building relational equity and establishing trust as a leader. Key topics will include the role of vulnerability in gaining trust, how to identify and influence team chemistry, and a systematic approach for increasing morale and communicating more effectively.


Contact Center Technology 101: What Every Professional Needs to Know

Monday | 10:00 AM – 1:30 PM
S Hemisphere 3
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.


Improve your Customer Experience Delivery with a Holistic Customer Listening Framework

Monday | 10:00 AM – 1:30 PM
S Hemisphere 2
Nate Brown, Maureen Russolo

During this workshop you will be exposed to listening methods that are required to ensure you are implementing a holistic approach to customer experience optimization. We will review the importance of customer experience management and the elements you will need to round out your listening framework. We will discuss surveys, gathering the organic customer voice, immersive experiences, ethnographic research, escalated complaints review, social listening and more. Once we have reviewed the crucial listening channels we will share how you can effectively bring it all together and communicate it successfully within your organization to gain support and buy-in. We will cover the power of storytelling to share customer needs, how to effectively measure and report on your Customer listening and how to Journey-map to improve your experience delivery.

As a participant, you will have the opportunity to craft a listening framework with your peers and have an outline to take back to your organization. You will also gain deep insights related to effective measurement and metrics and how to facilitate Journey-mapping which will propel your success in customer experience optimization. This session is not be missed for anyone interested in improving their customer experience !

I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry, Team Captain, Dorel Juvenile

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.