Contact Center Solutions | ICMI

Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.

Contact Center Solutions

Solutions Spotlight Sessions

Open to All Attendees - In the Demo Hall
In addition to first-class education, these sessions conclude with a drawing for a $100 American Express Gift Certificate.

Achieving Harmony Between Bots & Agents

Tuesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Chris Costa

Sponsored by:
Bold360 by LogMeIn

Today's consumer expects a level of service beyond what organizations have been tasked with in the past. They want the right information, right away, no matter where they're seeking answers. In order to meet these expectations, contact centers carry an important and often overwhelming responsibility – one that has become expensive to manage. Offering best-in-class customer service has become a juggling act between balancing contact center costs while still resolving customer issues quickly and improving service quality over time. But bots are opening up a new opportunity for organizations to deliver richer customer AND agent experiences than ever before. Join us to learn how bots and human agents can work together to drive efficiency and provide seamless, personalized interactions across all digital touchpoints.

The Only Formula You Need to Transform CX

Tuesday | 1:15 PM – 1:40 PM
Solutions Spotlight Theater
Todd Marthaler

Sponsored by:

Better Technology + Increased Productivity = Superior Customer Experience. It's a simple formula that contact center leaders chase on a daily basis, but years of point solutions and siloed data haven't provided the complete customer view that agents need. Let's make that a thing of the past. Learn how a single, consistent view of your customers can be achieved by tying systems and data together with advanced AI and omnichannel capabilities that will help you crush KPIs and deliver the experiences your customers deserve.

Stop Obsessing About Channels. Think Channel-less Instead

Tuesday | 10:50 AM – 11:15 AM
Solutions Spotlight Theater
Ben Barton, Mike Asebrook

Sponsored by:

Over the past decade, the race to become "omni-channel everywhere" for customers hasn't been a huge success. In fact, it's been reported that over 85% of organizations have fragmented engagement channels. The result – inconsistent experiences for your customers. Customers don't care how many channels you have. They just want fast, seamless, personalized customer service across their channels of choice – so why the obsession on adding more channels if you lack the right level of context to best serve them? Find out how leading contact centers are applying AI-driven context across next-generation desktops that go beyond the "360 degree" view to guide and automate processes, improve operational efficiency, and wow customers…one journey at a time.

Case Study- Saving a Million Bucks with Employee Fueled Customer Experience

Wednesday | 12:50 PM – 1:15 PM
Solutions Spotlight Theater
Steve Ducey

Sponsored by:
When a credit union is able to double its number of branches while halving its number of local bankers without letting go of a single person, it's worth noticing. When they manage to save almost a million dollars annually in the process, it's a must-hear story. Steve Ducey, Chief Experience Officer at Vibrant Credit Union, shares the Vibrant story, a few of the keys to their stellar member satisfaction, and some food for thought you can take home to your contact center.

CX Tips You Can't Live Without

Wednesday | 11:30 AM – 11:55 AM
Solutions Spotlight Theater
Patrick Russell

Sponsored by:
This session will reveal practical ways you can improve the customer experience by avoiding or eliminating common practices that drive your customers crazy! Drawing from insights collected from several ICMI Top 50 Thought Leaders, we will review improvement ideas that you can make with process and/or technology changes. This will be an information packed 25 minute presentation that you'll surely want to come ready to take notes.

In Search for the UNIVERSAL Agent

Wednesday | 10:50 AM – 11:15 AM
Solutions Spotlight Theater
Dan Gizzi

Sponsored by:
The technological revolution is among us, with many companies on a quest to integrate their processes with Artificial Intelligence (AI). Automation will transform most jobs. These changes are happening at a rapid pace and result in the birth of "universal agents" in the workforce and ultimately, a need for "universal trainers" to cultivate them. While all roads seem to lead to a full technological takeover, automation actually leaves room for humans to supplement what robots lack: intuition, reading comprehension, listening skills, emotional intelligence and friendliness.

Ready to Win? Learn How to Enter the ICMI Global Contact Center Awards

Wednesday | 12:10 PM – 12:35 PM
Solutions Spotlight Theater
Erica Marois

Sponsored by:
The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer service industry. It is designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments within the industry. Does your team have what it takes to bring home a trophy in 2019? We're now accepting entries! Join ICMI Content Manager Erica Marois as she walks you through the entry process and shares tips for success

Spotlight on What's Hot and Happening in the Contact Center World

Wednesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Fancy Mills, Todd Piccuillo

Sponsored by:
Join ICMI to learn what's hot and happening in the Contact Center world. We'll discuss trends, topics, training that everyone is talking about and how to get access to the tools to improve contact center operational and team performance.

Special Presentation! Contact Deflection - Promote Customer Self-Service to Reduce Inbound Traffic

Monday | 6:00 PM – 6:30 PM
Solutions Spotlight Theater
Bruce Rosato

Sponsored by:
Learn how world class contact centers around the globe are leveraging Salesforce to provide frictionless customer service by providing self-service options. During this session you'll see first-hand how digital channels are being offered to consumers so they can help themselves before engaging a contact center resource. Zero touch channels include; community forums, public knowledge base, bots, IOT, and automated messaging. And, when a customer really needs to interact with a human, Salesforce Service Cloud is there to provide agents with a complete suite of tools to seamlessly pick up the conversation where automation leaves off.

"Anyone looking for new ideas to grow and improve their call center would benefit from the wealth of information ICMI has to offer."

Marcy Moody, Supervisor, Delta Dental MI


   © 2019 UBM, All Rights Reserved.

   © 2019 UBM, All Rights Reserved.