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Boost Your Culture

Choose a Conference Track:

Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.


Session 102

Budget Friendly Hacks for Boosting Agent Engagement

Tuesday | 8:30 AM – 9:30 AM
S Hemisphere 2
Erica Marois, David Perry, Kristy Powers, Remco Jansen

How do you build trust with your team, exhibit empathy, and relate on a personal level, all while continuing to command respect, drive results, and hit metrics goals? Whether you struggle with adherence, attendance policies, or a general lack of agent motivation, we have a few tips to help! Join us as for this inspiring, fast-paced panel session that will arm you with strategies to boost agent engagement. You'll walk away with ideas on more effective ways to structure meetings and employee one-on-ones, tricks for better communication, and unique activities that will inspire and motivate your team. Best of all? You'll come back to your contact center with budget-friendly hacks you can implement immediately to drive better results.

Session 202

Doing the Right Thing: How to Establish an Ethical Frontline Culture

Tuesday | 11:00 AM – 12:00 PM
S Hemisphere 2
Erick Sawyer

From sales practices to call disclosures, every customer interaction requires agents and leaders to demonstrate a culture that will protect the business by doing the right thing. In this session, you'll hear best practices from USAA on how to create this culture within your organization by promoting a risk-based mindset and establishing accountability for frontline employees. Learn how to establish the foundation of an integrated QA program that promotes a strong culture on the front line as well as the keys to strong partnerships and collaboration across the organization to protect your organization's brand and reputation.

Session 302

Leveraging How We Learn in Video Games for Contact Center Training

Tuesday | 12:15 PM – 1:15 PM
S Hemisphere 2
Elaine Carr

Lots of learning happens in video games, and they are also so highly engaging that some people will go without food and sleep to continue playing. Wouldn't it be nice to create contact center training that was so engaging? I don't know that I really want people to go without food and drink, but we have much to learn from video games for engaging learners. This session will explore the many ways we learn in video games and see how we can leverage these techniques to make contact center training more effective, engaging, and impactful. You don't have to play video games yourself in order to benefit from this workshop, but it doesn't hurt!

Session 402

Solving the Agent Empowerment Problem

Tuesday | 1:30 PM – 2:30 PM
S Hemisphere 2
Jeff Toister

An empowered agent could mean the difference between a customer for life and the next viral service failure. Yet a startling ICMI study revealed that 86 percent of contact centers don't fully empower their agents. This dynamic session will help you quickly position your team to deliver amazing service autonomously. Discover five common barriers that make empowerment so difficult. Learn two hidden aspects of empowerment that are often neglected, even when agents are given large amounts of authority. Gain tools and ideas to immediately improve agent empowerment in your own contact center.

Session 502

How Audible - Amazon Launched an Agent-Focused Schedule Program

Wednesday | 10:30 AM – 11:30 AM
S Hemisphere 2
Renee Hopkins

In this session, you'll hear how Audible - Amazon launched a revolutionary scheduling program that supported their contact center team in fitting work around life, instead of life around work.

Attend to learn how they moved from 'blue sky' optimism to reality, measured success through hard and soft metrics, and ultimately impacted their employee's daily lives. Lastly, walk away with a list of ideas on how your center might move to a scheduling program that's truly built with the employees in mind.

Session 602

Creating the Foundations for Authentic Support

Wednesday | 11:45 AM – 12:45 PM
S Hemisphere 2
Greg Collins

Great strategy, processes, and innovative technology don't serve our customers, Support Agents do. This case study presentation will reveal how customer-focused organizations such as SalesLoft and Zendesk enable agents to serve with authenticity by putting people over process and technology. Discover how a shared Customer Service Vision, and elevating the Voice of the Agent are the foundations to empowering your strategy, process, and tools.

Session 702

Adopting a Continuous Improvement Approach to Culture

Wednesday | 1:00 PM – 2:00 PM
S Hemisphere 2
Dan Hale

Employee engagement is often an indicator of your business' culture, but how does one leverage engagement surveys to actually improve culture? In this session, attendees will learn about Best Western Hotels & Resorts' US contact center's journey as they applied a continuous cycle of improvement to their annual employee engagement survey results from 2013 to 2016. Benefit by hearing their step-by-step process and receive several 'low cost' examples of how this process helped to elevate their agent engagement, agent training, and contact center culture.

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis, Network/Telecommunications Analyst, Vectren Corporation

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.