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Learning Tracks

Achieve Metrics Nirvana

Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.

Boost Your Culture

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

Drive Customer Experience

The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.  

Elevate Your Leadership

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

Executive Perspectives

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

Maximize Productivity

Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency. 

Optimize Technology

Approaches to select and implement contact center solutions that will optimize performance. 

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham, Sr. Manager Customer Care, Technology Services, J. J. Keller & Associates


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.