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 106

The Future of Engagement: What You Need to Know

Tuesday | 1:15 PM – 2:15 PM
Location: Conference Hotel
Bob Furniss, Amas Tenumah

Over the last 15 years there have been many key moments in the contact center, from IVR to social service to the impact of omnichannel. Join these industry thought leaders – with more than 60 years of combined experience – as they look into the future of customer service and support. Hear why organizations must focus on culture and diversity above technology and automation, and how future trends will require a new kind of super agents in your organization. Sort through the hype and learn real ways AI will impact the agent experience. And discover how customers like IBM, BP and others are already leading the way.

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Session 206

Foster Growth and Empowering Education: The Role of Learning Curation at Sitel Group [CASE STUDY]

Tuesday | 2:30 PM – 3:30 PM
Location: Conference Hotel
Aaron Schwarzberg

According to research, only 10% of what we learn is covered through formal learning. In a world of information overload, learners have access to an endless supply of information online, which has created a need for curated content from reliable sources. By curating learning and development content, you help learners gain access to valuable information, foster growth, and cultivate a culture of lifelong learning in the workplace. This session will help you to understand the concept of content curation in learning, and why it's so important. Gain insights and lessons learned from the real-life implementation of Sitel Group's Empower Center, which serves thousands of employees.

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Session 306

Building and Maintaining a High-Performance Culture at Displayit [CASE STUDY]

Tuesday | 3:45 PM – 4:45 PM
Location: Conference Hotel
John Clough, Andrew von Essen

A high-performance culture makes an enormous difference in employee and customer satisfaction, but building one is hard work. You must be intentional in its creation, and constantly monitor and tend to it once achieved. This lively session explores how Displayit has built and maintained a high-performance culture in their small call center and beyond. They'll share their successes, challenges, and the many lessons learned along the way. Gain the tools to evaluate your current culture, and leave with tips on how to build, repair and maintain the culture you want.

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Session 406

Navigating Change in the Contact Center: South Bank's Roadmap for Success [CASE STUDY]

Wednesday | 1:15 PM – 2:15 PM
Location: Conference Hotel
John McCutchen

Change is inevitable, everywhere there's change. In a contact center environment, we need change to be successful and to keep our team members engaged. Understanding and preparing for the change cycle is the key to navigating change successfully. This enlightening session explores the various types resistance to change and describes how to successfully lead through change as an impacted party, peer and as a leader. Create an individual action plan and discover how to prepare, personally and professionally, to lead your team through the cycle of change in a positive manner.

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Session 506

Supporting Employee Growth: Developing a Successful Career Path [CASE STUDY]

Wednesday | 2:30 PM – 3:30 PM
Location: Conference Hotel
Beth Gauther-Jenkin

With unemployment rates at record lows and the growing popularity of the gig economy, contact center leaders are under enormous pressure to develop and retain current employees. Gopher Sport's award-winning approach to employee development scored them the coveted ICMI Global Contact Center Award for Best Small Contact Center in 2018, and more than a dozen of their employees landed on the 2018 ICMI Customer Experience Movers & Shakers list. What's their secret? In part, their commitment to supporting their employees' growth and development and their unique approach to career pathing. If you're looking for practical ways to develop your leadership pipeline, boost morale, or improve performance, don't miss this opportunity to hear Gopher Sport share their approach to supportive leadership and focused growth.

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Session 606

Next-Level Leadership: Making Human Connections

Wednesday | 3:45 PM – 4:45 PM
TBA
Art Coombs

Sure, life in community gets messy. We disagree. We argue. We sometimes say and do things we regret. But when we continue the effort and do it in the right ways, we make real connections and develop deeper relationships… and we then grow exponentially. We learn more about the world around us. We bond with others. We become better versions of ourselves. With genuine human connection in the office, your people will find more safety, creativity, enjoyment and excellence. This inspiring session describes practical ways to implement the Five L's of genuine human connection into your leadership.

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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.