Executive Perspectives | ICMI

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Executive Perspectives

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Gain unique and insightful perspectives from executives who share their experiences and challenges with culture, multiple centers, ROI and operational efficiency.


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Session 105

Characteristics of the Best Managed Contact Centers

Tuesday | 11:30 AM – 12:30 PM
Atlantic Ballroom 2
Brad Cleveland, Nate Brown

In some service organizations, you can feel the energy when you walk through the door. It takes many forms: a strong sense of purpose, camaraderie, and the willingness to make the extra effort. While many factors go into creating this sort of environment, Brad and Nate will share overarching and interrelated characteristics that emerge in contact centers that consistently outperform others. Join them for this eye-opening session, where they will share insight from Brad's soon to be released edition of Contact Center Management on Fast Forward.

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Session 205

The Journey to a Customer-Focused Culture

Tuesday | 2:00 PM – 3:00 PM
Atlantic Ballroom 2
Jeff Toister

Imagine you could develop a customer-focused culture so powerful that your agents always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. This entertaining and informative presentation shares three essential elements that leading contact centers use to develop customer-focused cultures where agents are absolutely obsessed with customer service. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help you generate a culture-building strategy for your own contact center.

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Session 305

The Power of Stay Interviews for Retention and Engagement

Tuesday | 3:15 PM – 4:15 PM
Atlantic Ballroom 2
Dick Finnegan

Employee turnover is surging and employee engagement is stuck. Why? Too often we look to HR to "fix" these issues, armed only with employee surveys and exit interview data. But data is not enough. Stay interviews offer retention and engagement solutions that cannot be achieved with employee surveys or exit surveys because stay interviews are conducted one-on-one, put managers in the solution seat, and provide focus on top performers. Come discover how to implement this powerful tool and hear real-world techniques, stay interview successes stories, and methods for forecasting future turnover.

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Session 405

Empowering Agents Through Automation

Tuesday | 4:30 PM – 5:30 PM
Atlantic Ballroom 2
Cindy Garrett, John Sprunger

It's no surprise that the role of a typical contact center agent is not what it used to be. With the introduction of AI including chatbots, RPA, and conversational interfaces, the future of the agent and the contact center is shifting to something we've never seen before. Agents must work alongside bots, solve more complex customer challenges, navigate new technology to be more autonomous, and learn new skills as self-service is in higher demand. Come learn best practices around managing this shift in agent responsibilities, as well as training and engagement tips for this era of emerging technologies.

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Session 505

Integrating Quality and Customer Insights to Maximize Strategic Value

Wednesday | 1:30 PM – 2:30 PM
Atlantic Ballroom 2
John Goodman, Vicky Soulimiotis

Moen has maximized their impact on end-to-end customer experience by building alliances and integrating continuous improvement and customer insight initiatives across the enterprise. Hear the challenges and lessons learned on their journey to create a Customer Quality function that pairs the contact center with Quality and Insights Analysis, and expands their purview to include marketing & sales perspectives. This broader approach has allowed for initiatives such as an integrated feedback process and expansion of digital customer support/education, including experimentation with AI and video. Learn the perquisites for success and necessary steps to create an integrated Customer Insights process for your organization.

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Session 605

Better CX Through Effective Escalation Management at E*TRADE Financial

Wednesday | 2:45 PM – 3:45 PM
Atlantic Ballroom 2
Trista Wentworth

Escalation is given in the contact center and addressing issues efficiently has a significant impact on customer loyalty and experience. This all-encompassing session will describe how to establish and administer the "Complete Escalation Handling Framework". Discover techniques to de-escalate a situation, communicate coaching opportunities to all parties involved, partner with a VOC program to drive change, and create the right tracking and trending mechanism for escalation details. The necessity of supporting Executive and C-Level individuals – and E*TRADE's proven approach to doing so – will also be highlighted.

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Session 705

The Profit-Center Mentality – Managing Contact Centers as a Business!

Wednesday | 4:00 PM – 5:00 PM
Atlantic Ballroom 2
Jeff Rumburg

Does your contact center struggle to gain visibility and credibility within the enterprise, operating at a subsistence level and lacking the resources to deliver effective levels of service? What if you began operating more like a business, attracting funding and resources based upon profitability? Illustrated by case studies, this valuable session will present business metrics that can be used to quantify and communicate the profitability of a contact center, and explain the paradigm shift necessary for any contact center that aspires to realize the benefits of operating as a true business.

The conference was so valuable; I learned a great deal and made some excellent connections.

Cortney Jonas Burnos, Workforce Management Director, CareCentrix

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   © 2019 Informa PLC, All Rights Reserved.