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4:00 pm – 6:30 pm
Registration/Check-In Open
7:00 am – 6:30 pm
7:00 am – 8:30 am
Breakfast
8:30 am – 12:00 pm
Morning Workshops & Tours
Tour AM1: Alzheimer's Association
Tour AM2: CME Group
Tour AM3: Enova
Tour AM4: Zoro
Workshop Pre-1: FULL DAY ICMI Training: Workforce Management Principles
Workshop Pre-2: FULL DAY ICMI Training: Small Contact Center
Workshop Pre-3: FULL DAY ICMI Training: Contact Center Strategy
Workshop Pre-4: The Principles of Effective Contact Center Management
Workshop Pre-5: High-Performance Management: Getting the Most Out of Contact Center Agents
12:00 pm – 1:00 pm
Lunch
1:00 pm – 4:30 pm
Afternoon Workshops & Tours
Tour PM1: Alzheimer's Association
Tour PM2: CME Group
Tour PM3: Enova
Tour PM4: Zoro
Workshop Pre-6: MasterMinds - Connecting Beyond the Conference
Workshop Pre-8: Beyond Efficiency and Cost Savings – Preparing Technology Recommendations Based on Customer Impact
4:30 pm – 6:30 pm
Expo Hall Bash
Registration/Check-in Open
7:00 am – 8:00 am
Breakfast Briefing with Neustar: RISE & SHINE! NEW RESEARCH: THE STATE OF CUSTOMER EXPERIENCE IN THE CONTACT CENTER
Breakfast Connect
8:00 am – 9:30 am
Featured Keynote with Colette Carlson: Featured Keynote: Many Communicate, Few Connect
9:30 am – 12:00 pm
Expo Connect
10:00 am – 10:30 am
Coffee Break in Expo Hall
Lunch Connect
1:15 pm – 2:15 pm
Conference Session Block #1
Session 101: Are Your Performance Targets on Target?
Session 102: Scaling for Talent, Engagement, and Retention in Zoro's Hypergrowth Environment [CASE STUDY]
Session 103: Characteristics of the Best Managed Contact Centers
Session 104: Building the Contact Center You Always Wanted to Work For: The CSG Story
Session 105: The Power of Modernized UI: Improving the Employee Experience While Cutting Costs [CASE STUDY]
Session 106: The Future of Engagement: What You Need to Know
2:30 pm – 3:30 pm
Conference Session Block #2
Session 201: How to Find Your Most Meaningful Metrics
Session 202: How to Be a Contact Center Superhero
Session 203: Nobody Puts the IVR in the Corner: Give It the Attention It Deserves!
Session 204: Maximizing Productivity: The Power of Flexible Scheduling and Off-Peak Optimization
Session 205: Fantastic Bots and How to Build Them
Session 206: Foster Growth and Empowering Education: The Role of Learning Curation at Sitel Group [CASE STUDY]
3:45 pm – 4:45 pm
Conference Session Block #3
Session 301: Ask the Experts: Mastering Your Metrics
Session 302: It's Time to Prioritize Inclusivity and Employee Wellbeing in the Contact Center
Session 303: How To Have Success With Knocking Down Walls and Silos
Session 304: "The Power of One" in the Contact Center
Session 305: How to Deliver Consistent Communication in an Omnichannel World
Session 306: MWCCA Chicago Chapter Launch
5:00 pm – 7:00 pm
Movers & Shakers Boos & Brews Party
7:00 am – 4:00 pm
Registration Open
Featured Keynote with Jay Baer: Featured Keynote: Hug Your Haters - How to Connect with and Keep Your Customers
11:30 am – 11:45 am
Passport-to-Prizes
Conference Session Block #4
Session 401: Tell Us How You Really Feel: Customer Satisfaction Is Not Enough
Session 402: The Secrets of Onboarding: Helping Agents Thrive in Your Culture
Session 403: Asking for Project Funding?: The Top 5 Things Executives Need to See
Session 404: Selecting a New Vendor: An ICMI "How To" Guide
Session 405: Sticking to Policy and Procedures Without Killing the Customer Experience
Session 406: Integrating Customer Insights and Quality With the Contact Center to Maximize Strategic Impact
Conference Session Block #5
Session 501: How 3 Award-Winning Teams Leverage Contact Center KPIs for Success
Session 502: The Best of the Best: How Moxie Pest Control Attracts and Retains "A Players" [CASE STUDY]
Session 503: Starting from Scratch: The Journey to Build and Optimize a Small Contact Center [CASE STUDY]
Session 504: Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough
Session 505: Learning in Real-Time: Stopping Complaints Before They Happen [CASE STUDY]
Session 506: Supporting Employee Growth: Developing a Successful Career Path [CASE STUDY]
Conference Session Block #6
Session 601: Debating Data: The Role of FCR in the 21st-Century Contact Center
Session 602: Top 10 Must-Haves to Build an Effective Team
Session 603: From Good to Great in 9 Months: Kinecta Credit Union's Success Journey [CASE STUDY]
Session 604: Unbridled Onboarding: Optimizing Training to Increase Proficiency [CASE STUDY]
Session 605: Mapping the Employee Experience to Improve the Customer Experience
Session 606: Next-Level Leadership: Making Human Connections