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Solutions Spotlight Sessions

What is the total economic impact of modernizing your contact center technology?

What is the total economic impact of modernizing your contact center technology?

Tuesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Brian Spraetz

Sponsored by:
NICE inContact
Understanding the total economic impact of new contact center technology can assist you in understanding what you should expect prior to implementing and what you're missing out on if you have less than ideal technology infrastructure. This 20 minute session will explore the results of a research recently put together by Forrest outlining the Total Economic Impact of advanced contact center technology. We will review the key factors and outcomes that can be realized within a short time after implementation. You'll walk away with three project must-haves to ensure your organization receives the full benefit.

Contact Center 2.0

Enabling Customer Service in the Digital Era

Tuesday | 10:50 AM – 11:15 AM
Solutions Spotlight Theater
Paul Nagel

Sponsored by:
Serenova

Today's consumer has changed the ways in which they expect to engage with companies. While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use a myriad of new technologies including text messages, chat and social media. Ignoring these new channels – and not being able to connect these channels throughout the customer experience – exposes companies to the risk that some customers will choose not to do business with them. To keep pace with this, contact centers are evolving to allow your agents and customers to seamlessly pivot interactions from channel to channel and across devices, with all the data, context – and experience – intact. In this session, attendees will learn how companies are delivering a superior level of service with next generation contact centers that offer the ability to better personalize every interaction, and gain cross channel insights to continually optimize overall performance.

ICMI Training Lesson Sneak Peek

ICMI Training Lesson Sneak Peek

Wednesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Wendy Fowler

Sponsored by:
ICMI
Come and experience first-hand a lesson from one of ICMI's most popular management courses. Join ICMI Senior Certified Associate Wendy Fowler as she provides a glimpse into ICMI training excellence - attendees will leave THEM with a practical job aid that can immediately use to improve management effectiveness.

Transform Your Contact Center into a Profit Center

Transform Your Contact Center into a Profit Center

Wednesday | 10:50 AM – 11:15 AM
Solutions Spotlight Theater
Arturo Oliver, Jorge Sanchez

Sponsored by:
Appian

How can you deliver more value to your organization and support strategic initiatives? Differentiate your customer engagement center by driving profit and customer experience excellence. Learn how technology that streamlines and automates the agent decision cycle makes agents more efficient and provides an opportunity to generate revenue—through personalized campaigns, real-time product and services suggestions, new business line support, and more.

Managing a Real-World Cloud Migration Enabling CX Strategies

Managing a Real-World Cloud Migration Enabling CX Strategies

Wednesday | 11:25 AM – 11:50 AM
Solutions Spotlight Theater
Brian Court, Alton Harewood

Sponsored by:
8x8

Aging PBXs with limited upgrade options and high on-premises telephony costs are bad enough, add to that a global requirement and supporting Customer Experience strategy and these real world issues can be a headache! Join us to hear how customer Brian Court of Intralinks met this challenge head on by navigating his migration to the cloud with 8x8 and what he enabled to broaden strategic CX options for his organization.

Using Better Omni-channel to Increase CSAT By 20%

Using Better Omni-channel to Increase CSAT By 20%

Wednesday | 12:35 PM – 1:00 PM
Solutions Spotlight Theater
Michelle Williams

Sponsored by:
Sharpen
Processes were cumbersome, consumers were unhappy, agents were frustrated. Dorel Juvenile Group discovered their customer service teams were working around their systems in their efforts to help consumers, which got them thinking… could a better omni-channel platform help? Learn how Dorel Juvenile moved onto a modern platform, unified their systems, and empowered their agents to provide the award-winning customer experience they had fought so hard to create.

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty, Contact Center Supervisor, LES

Sponsors

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.