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Elevate Your Leadership

Choose a Conference Track:

Best practices from industry frontrunners to help lead your team to success.

Session 104

Creating "Ready Now" Leaders: The Key to Building a Robust Leadership Pipeline

Tuesday | 8:30 AM – 9:30 AM
S Hemisphere 4/5
Michelle Braden

We've all seen the statistics indicating that people are more prone to change jobs these days. And, we know the importance of leadership bench strength in supporting business needs and staying innovative and ahead of the competition. So, when your business is volatile and growing at an extremely fast pace, how do you consistently create and maintain a robust – and, stable - leadership pipeline of "ready now" leaders? Join this session to hear TELUS International share how they dealt with this complex dilemma and how they have continued to innovate and evolve their award-winning strategy.

Session 204

Leading in a Crisis: True Stories of Disaster Recovery

Tuesday | 11:00 AM – 12:00 PM
S Hemisphere 4/5
Todd Gladden, Karla Burda, Scott Murphy, Blake Mendenhall

It's no longer a question of if a crisis will happen, but rather a matter of when. Are you prepared to lead your contact center during such a time? This panel will share stories of crises faced by their contact centers and how they responded and rose up to lead their team through adversity. You will be inspired by the examples of great leadership during challenging times such as hurricanes, fires and cyber attacks. More importantly, you'll walk away prepared to handle the next major disaster that hits your center.

Session 304

Relational Leadership – Employee Engagement means Employee Retention

Tuesday | 12:15 PM – 1:15 PM
S Hemisphere 4/5
Bob Furniss

A successful contact center has a "buzz" that you can feel. It says that management has created a culture that revolves around building relationships – with employees and with customers. Good technology and effective processes may set up success, but people are the true market differentiator. Attend this session to learn how to create a positive culture where employees feel valued and involved, identify and embrace your leadership style, become a better coach and learn the importance of "Leading with your Heart!"

Session 404

Employee Onboarding and Training from the Top

Tuesday | 1:30 PM – 2:30 PM
S Hemisphere 4/5
Anne Palmerine

At UPMC, they continually strive to improve and reinvent themselves, with a keen focus and passion to provide Service Excellence for all of their customers, internal and external. One such example is through their onboarding and training process and the intentional culture that is embraced and modeled by their senior leadership team. By attending this session, you'll hear why culture matters at UPMC but, more importantly, how they instill their values in employees from day one. If you're looking to bring new life to how your organization lives and leads its values, this session is for you.

Session 504

Leading Your Coaches to Better Results

Wednesday | 10:30 AM – 11:30 AM
S Hemisphere 4/5
Justin Robbins

Why do most contact center leaders believe that their coaching programs could be more effective? Simply stated, they're not achieving their desired results. Whether it's a lack of training, process, or consistency – most contact center leaders aren't well-versed in the art of effective coaching. In this session, contact center expert Justin Robbins will bridge the gap between senior leaders and frontline managers on how to improve their coaching culture and will provide several frameworks that can be instantly implemented back in the contact center.

Session 604

How to Maximize the Impact of Your Influence

Wednesday | 11:45 AM – 12:45 PM
S Hemisphere 4/5
Elaine Carr

One of the greatest skills in a leader's possession is their ability to influence others. When used well, influence can smooth the way for better operations and strengthen your ability to address problems as, or before, they arise. In this session, you'll learn how to develop a Stakeholder Analysis and a strategy for developing high-impact relationships, which are both critical in maximizing your influence. This is a can't miss session if you're looking to have greater influence in effective and beneficial ways.

Session 704

Customer Expectations that Drive Your Customer Service Priorities

Wednesday | 1:00 PM – 2:00 PM
S Hemisphere 4/5
Mark Miller, Wayne White

Successful organizations know what their customers expect from their service experience. So what do customers expect in 2018? Join us to learn what is driving the customer experience across service channels. J.D. Power's omnichannel customer experience expert, Mark Miller, and our guest speaker Wayne White, VP of Partner Relationships at UnitedHealthcare, will address the following topics during this presentation:

  • Top customer experience drivers across service channels
  • Influencing timeliness of resolution and driving FCR
  • Setting long-term customer service priorities
  • Advice directly from UnitedHealthcare on strategic customer service planning for 2018 and beyond

Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

Michelle Wedding, Associate Manager, Mead Johnson

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.