Elevate Your Leadership | ICMI

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Elevate Your Leadership

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

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Session 104

Work at Home: Strategies, Technologies and People Key to a Successful Program

Tuesday | 11:30 AM – 12:30 PM
Charleston Ballroom C/D
Michele Rowan

80% of contact centers utilize remote workers in some capacity today, and have great success with it, due to the high visibility of output that organizations maintain, regardless of where people sit. That said, there are practices, policies, and some technologies that are bound to severely reduce your program returns, or cause your program to fail long term overall. Join this session to understand the big land mines in work at home programs, and strategies for getting things set up right to avoid them.

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Session 204

A New World Order – Managing Your Contact Center as a Business!

Tuesday | 2:00 PM – 3:00 PM
Charleston Ballroom C/D
Jeff Rumburg

When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they can attract investment capital seeking a positive return. So, what would happen if contact centers began operating more like businesses, and could attract funding and other resources based upon their profitability? For many organizations the contact center represents an untapped opportunity to create and demonstrate economic value. When managed as a business, the true potential of customer service can be unlocked by generating a positive return on investment! In this session, Jeff Rumburg will present case studies and benchmarking data that illustrate a proven approach for managing the contact center as a business. Audience members will learn which business metrics they can leverage to make the transformation from cost center to value center, how to measure, quantify and communicate the ROI of customer care, and ultimately how to create a sustainable competitive advantage in the contact center!

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Session 304

Employee Retention Strategies for Keeping Top Talent

Tuesday | 3:15 PM – 4:15 PM
Charleston Ballroom C/D
Tonya DeVane

If there ever was a time for employees to jump ship, this is it. After weathering a prolonged downturn in the economy, employees finally have opportunities to explore other options with new responsibilities and significant bumps in pay. Take a look at your team…who's got one foot out the door? Do you know how to uncover the non-productive disengaged employees who are throwing your money down the drain? What about your top performers who's non-stimulating job has no clear or compelling career path? Employee engagement is not a myth or the latest trend, but one of the key factors to a company's success. Investing in your current employees can ultimately help your bottom line while creating a positive, productive work environment. In this session, you will learn the differences between actively engaged, conditionally engaged, and actively disengaged employees - the vital role managers play when it comes to employee engagement and disengagement – and how to identify the engagement status of each employee and best practices to improve it.

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Session 404

Creating and Communicating a Crystal Clear Vision for Results

Tuesday | 4:30 PM – 5:30 PM
Charleston Ballroom C/D
Daryl Fletcher

70% of U.S. employees are not engaged. Actively disengaged employees cost U.S. companies $450 to $550 billion per year in lost productivity. Join Daryl for this fun and interactive session where you will learn how to create and communicate a crystal clear vision for results that you want your team to produce for the way you want your team to interact with each other and for the kind of people you desire on their team. You will also learn how to cultivate an environment where team members are inspired to create powerful results where everyone is connected to the mission, each other and the customers.

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Session 504

#ICMIchat Live: Answers to Your Burning Contact Center Questions

Wednesday | 2:15 PM – 3:15 PM
Charleston Ballroom C/D
Erica Marois, Nate Brown, Sheri Kendall-duPont, Matt Beckwith

Have you ever wondered how other contact center leaders approach common challenges like struggling CSAT scores, high turnover, or inefficient onboarding? Now's your chance to hear from, and interact with, like-minded customer service professionals. Every Tuesday, dozens of ICMI community members come together to network, share advice, and solve problems. We've compiled some of #ICMIchat's most popular and hotly-debated questions, and we'll answer them live during this highly interactive session. Come ready to take notes, ask questions, and build connections!

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Session 604

Coaching Coaches – Leading with a Strategic Vision

Wednesday | 3:30 PM – 4:30 PM
Charleston Ballroom C/D
Justin Robbins

We all know how important it is to coach front-line agents and supervisors on giving great customer support, on process, productivity and employee development. But what about the coaching that managers and managers of managers need to develop into better "strategic" leaders and further the vision, mission and culture of the organization? Why only have posters and web pages that talk about the vision and value of the organization when you should be living it every day through your actions? This session introduces a foundation for strategic coaching that goes beyond improving productivity and personal development. We'll introduce methods for leaders to coach culture, value and vision while building your own coaching process.

"I felt good about the conference because I was able to get some new ideas in some areas where we were really struggling. It also confirmed some of the recent changes we have made in our center."

Kent Henderson , Sales Manager, Upack Moving


   © 2019 UBM, All Rights Reserved.

   © 2019 UBM, All Rights Reserved.