Spend the morning on one of our exciting site tours followed by an afternoon of learning with the best in the contact center industry. Half-day workshops take place on October 28, 2025. Premier Experience Pass required.
As the ONLY industry event offering exclusive behind-the-scenes site tours, ICMI provides unparalleled access to leading contact centers. The Premier Experience Pass includes both these unique site tours and our in-depth workshops—giving you a complete learning experience you won't find anywhere else.
View Passes & Pricing
Pre-09
Redefining Contact Center Performance: From Metrics That Matter to Outcomes That Last
Tuesday | 12:30 PM – 3:45 PM
Justin Robbins
The wrong metrics are killing your contact center. Leaders are still chasing outdated KPIs that don't reflect what customers want, what employees need, or what the business values. Meanwhile, AI is reshaping frontline work, automation is scaling faster than strategy, and "doing more with less" has become the expectation--not the exception.
In this half-day workshop, Justin Robbins pulls back the curtain on what's broken in contact center performance management--and how to fix it. Through research-backed insights and real-world examples, participants will learn how to design a modern performance framework that drives sustainable outcomes.
Forget the buzzwords. This session is built for CX leaders who are ready to ditch vanity metrics, rewire coaching and QA, and lead their teams into the future with clarity and confidence.
Pre-10
VOC Unleashed: Turning Feedback into a Force for Business Change or Data That Speaks Volumes: Mastering VOC to Drive Contact Center Influence
Tuesday | 12:30 PM – 3:45 PM
John Goodman
For most organizations, Voice of the Customer (VOC) means surveys and complaints. Both sources are routinely challenged by skeptics because the data represents only a small percentage of the customer experience. Over the past decade, CCMC has perfected a series of best practices for extrapolating these data sources to the marketplace, as well as integrating them with operations and quality data to create a unified picture of reality that is readily accepted by skeptics.
This integrated data can be used to create a compelling business case for change both within the contact center and across the company.
Within the contact center, data can be used to:
- Enhance response guidance for specific issues for both CSRs, FAQs and, where appropriate, AI driven Chatbots.
- Identify opportunities for creating delight
- Identify opportunities for enhanced contact center and website support by other functions such as supply chain, logistic and product management/marketing
- Create an economic model of the payoff of enhanced responses
Within the rest of the company, the data can be used to enhance:
- Product management, product development and line extensions
- Supply chain, manufacturing and operations as well as logistics.
The approach is simple but not easy. Steps include:
- Enhancing the data sources via better survey response rates and representativeness via a series of operational improvements including offering granular issues and an enhanced invitation and more accessible complaint channels and messages. – Encouraging complaints!- “Gasp!”
- Extrapolating complaints and contacts to the market using the multiplier (how many issues exist for each one reported.)
- Tying the above two data sources directly to analogous operations data describing how many customers have encountered the issue.
- Creating a conservative but compelling economic model including loyalty, word of mouth and sensitivity to price.
- Educating executives of four key aspects of customer behavior that are counterintuitive.
A simple example would be a delivery company that has a container including 300 packages that misses a connection. Operations data identifies the volume of issues. 30 received surveys identify damage to loyalty and word of mouth and 50 complaints identify emotion and behavior. The operations data noting that 300 customers had problems is credible to skeptics. This data is supplemented by the data on damage to loyalty and word of mouth from the surveys and complaints. The combined, unified picture is immensely more compelling than any one of the data sources. A critical requirement is a unified classification scheme. AI can assist in this effort.
John Goodman will first provide the background research and basic methods. Then participants will each identify and present one issue in their company where they need a better VOC business case. Each table will then brainstorm an approach to enhancing each data source as well as creating a business case acceptable to the skeptics and Finance.
As each table presents, Goodman will provide critique and commentary on how the VOC and business case can be strengthened. Given his experience with over 1,000 organizations, he brings experience in literally any industry which attends.
Pre-11
Gopher Sport's Championship Formula: Building Elite Teams & Experiences
Tuesday | 12:30 PM – 3:45 PM
Beth Gauthier-Jenkin, Chelsey Johnson and Sarah Gibart
What does it take to build a high-performing contact center that wins ICMI's Best Small Contact Center award--not once, but multiple times? Gopher Sport's Customer Care leaders are ready to open their playbook and walk you through the winning formula that fuels their success. In this hands-on, strategy-packed workshop, you'll learn how to design a team structure that puts the right people in the right roles, implement continuous improvement cycles with measurable ROI, and create career paths that boost frontline engagement and retention. You'll also explore how Gopher Sport trains and educates their team through effective, "just-in-time" learning strategies to keep performance sharp and agile. Walk away with a practical, scalable blueprint for energizing your team, improving your customer experience, and driving results.
Pre-12
It Starts with Hello: How to Elevate Customer Service and Drive Customer Satisfaction
Tuesday | 12:30 PM – 3:45 PM
Simon Thomason, Allen Liedkie and Shweta Shingote
"It Starts with Hello: How to Elevate Customer Service and Drive Customer Satisfaction
In today's competitive marketplace, exceptional customer service is a crucial differentiator. We will introduce you to ""It Starts with Hello"", a comprehensive training program we had created for Transport for London (TfL) which was designed to enhance customer service skills, drive customer satisfaction, and promote brand loyalty. This program will empower front-line staff with the tools and techniques required to create memorable customer experiences.
Objectives
At Steps, our primary objective with any training program is to provide participants with the knowledge and skills necessary to elevate their customer service delivery. By leveraging dynamic and drama-based learning activities, we aim to keep participants engaged, ensuring that learning is both effective and enjoyable.
During the session you will experience our award-winning drama-based learning approach first-hand. (Don't worry, you don't have to do any acting or role-play, the Steps team will manage all of that.) You simply need to watch scenarios and comment on how to improve them. You will also gain insight into how we helped transform the customer service experience on all Bus Routes within London's TfL network. We will share how we worked with 26,000 bus drivers, managers and garage support teams, to solve for low customer feedback on the services. You will see how the 'Hello, London' program resulted in an increase in customer satisfaction and experience on the bus network within London.
Drama-Based Learning Activities we will use in session:
What would you do: Participants will watch a customer interaction take place. Based on their observations from this interaction, participants will then coach the characters for ways to elevate and improve the conversation.
Connect Models to Action: During the above scenario, the Steps Facilitator will share a model that supports a successful interaction. You will work as a group to implement the model with the help of the actor facilitators - you will bring the theory to life!
Forum Theatre: Participants will observe a customer service interaction performed by facilitators, identifying areas for improvement. The actor-facilitators will then take your suggestions for what to do differently and try them out in the scene. The wisdom of the crowd will show there is not one perfect way to manage a customer interaction, and we can try lots of different ways for success!
""It Starts with 'Hello'"" is not just a training program, but a transformative experience designed to cultivate a culture of excellence in customer service. By investing in this training, organizations will not only enhance their customer service capability, but will also drive customer satisfaction and loyalty, ultimately impacting the bottom line. With a focus on dynamic and drama-based learning, participants will leave the program inspired and equipped to elevate the customer experience at every touchpoint."