Elevate Your Leadership | ICMI

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Elevate Your Leadership

Choose a Conference Track:

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


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Session 104

End Harassment by Creating a Respectful Culture

Tuesday | 11:30 AM – 12:30 PM
Atlantic Ballroom 1
Catherine Mattice Zundel

Let's stop pretending that the harassment prevention training we do for compliance purposes is actually preventing harassment. If we do that, then we have to ask ourselves what will prevent harassment – and the answer is a culture of respect. This requires leaders to step in when incivility occurs, and coach bad behavior in addition to poor performance. It also means having empathy for each other, and teaching people how to stand up for themselves and others. This timely session will describe clear and tangible steps to build a contact center culture that is respectful and intolerant of harassment.

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Session 204

Change Is Good: Establishing A Culture of Change Resiliency

Tuesday | 2:00 PM – 3:00 PM
Atlantic Ballroom 1
Erica Mancuso

To keep up with the competitive landscape facing most businesses today, change is imperative – and having a team that is resilient to change is critical to your success. Unfortunately, employee tolerance to change is often low, and many managers are not skilled in leading change among their teams. This enlightening session will uncover why employees tend to resist change, how to identify change tolerance types among your employees, and how each type can be leveraged to help establish a culture of change resiliency. You'll gain invaluable insights on best practices for driving change and establishing a healthy appetite for change across your team.

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Session 304

Lead like a Rock Star!

Tuesday | 3:15 PM – 4:15 PM
Atlantic Ballroom 1
Brian Mullaney

Rock stars are admired, adored and leave their audiences wanting more. After spending years in the music business and leading teams of all sizes, Brian has found a direct correlation between the elements of some of the biggest names in music and a successful leader. In this session, you will learn how to be a Rock Star leader by applying the characteristics, approach and actions that can make you a hit. No matter what the size of the venue you perform in every day, by applying the right approaches to your role as a leader you can leave your teams wanting an encore every day.

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Session 404

If It Weren't for These Freaking People: The Pool of Relationships

Tuesday | 4:30 PM – 5:30 PM
Atlantic Ballroom 1
Deborah Monroe

Do you sometimes walk away from interactions with your boss, peers, or direct reports in disbelief that they can think and believe the things they're saying? Does that leave you questioning your own sanity? Are you left in a quandary as to how to approach the next conversation and create the outcome you seek? In this session, attendees will learn how to identify and use their own feelings to overcome conflict and influence outcomes in a simple and scientific way.

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Session 504

The Pizza Party Problem - Why Incentives and Rewards Fail

Wednesday | 1:30 PM – 2:30 PM
Atlantic Ballroom 1
Justin Robbins

One of the biggest challenges in the contact center is inspiring frontline employees to deliver exceptional service. Is it because they want to fail in their job? Of course not! But then why do so many incentive programs fail to produce sustainable results? In this session you'll learn the most common mistakes made when offering incentives, gain insight on effective ways to drive performance, and have an opportunity to share and discover reward and recognition best practices from other contact center leaders.

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Session 604

Developing an Effective Customer Access Strategy

Wednesday | 2:45 PM – 3:45 PM
Atlantic Ballroom 1
Todd Gladden

Contact centers are faced with the ongoing challenge to transform all aspects of operations in order to support a continually evolving customer experience model. Does your center have a detailed description of the ways it will interact with customer segments, as well as the people, technology, process, and financial requirements to successfully meet those customers' needs? This session will present an ICMI template for exploring the people, processes, and technology needed to deliver on the contact center's mission and support the organization strategy. Gain the tools you need to identify the customer access strategy that's right for your organization.

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Session 704

Team Empowerment: How to Reduce Conflict and Deliver an Effortless Customer Experience

Wednesday | 4:00 PM – 5:00 PM
Atlantic Ballroom 1
Fancy Mills

Much attention is given to employee engagement given its correlation to customer satisfaction, but employee empowerment – which drives both employee engagement and customer satisfaction – is often overlooked. This interactive session will focus on defining team empowerment and understanding its three core components. Explore the key challenges to empowerment and discover tactics for overcoming them. We'll share industry insights as well as real-world examples of what has worked in the ICMI Contact Center to empower and motivate our team.

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

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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.