Boost Your Culture | ICMI

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Boost Your Culture

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Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.


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Session 102

Scaling for Talent, Engagement, and Retention in Zoro's Hypergrowth Environment [CASE STUDY]

Tuesday | 1:15 PM – 2:15 PM
Location: Conference Hotel
Dawn Crall

Over the past 9 years, Zoro has grown from less than $1 million to over $600 million. In the same period their contact center grew from 2 to more than 200, including 2 fully staffed contact centers and a 50% mobile workforce. Come hear how this e-commerce company navigated the complexities of building and rapidly scaling its operations while building a culture that promotes both employee engagement and customer satisfaction. Explore the philosophy that drives their success, and how they use empowerment, training, metrics and more to achieve continued success as they prepare for ongoing growth.

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Session 202

How to Be a Contact Center Superhero

Tuesday | 2:30 PM – 3:30 PM
Location: Conference Hotel
Jeff Toister

The evil villain Disengagement has plagued contact centers for years. He causes chaos and consternation through absenteeism, turnover, and poor performance. This session will show you how to become a Contact Center Super Hero who can vanquish Disengagement once and for all. The highly interactive program will combine cutting-edge research, real-life success stories, and opportunities for self-assessment. You'll learn five reasons why engagement initiatives fail. Discover one agent motivation secret that's often overlooked. And explore alternative ways to measure engagement that are far more useful than an annual survey. You'll leave the session with a step-by-step plan for engaging your contact center's agents like never before.

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Session 302

It's Time to Prioritize Inclusivity and Employee Wellbeing in the Contact Center

Tuesday | 3:45 PM – 4:45 PM
Location: Conference Hotel
Murphy Fraser, Tracey Lawrence, Sheri Kendall-duPont

The contact center is a high-stakes, high-pressure environment. With as much attention as contact centers pay to process and technology, employee wellbeing is as much if not more important – and yet it's often neglected. In this session, attendees will explore the key challenges associated with inclusivity and employee wellbeing in the contact center, focusing on specific steps contact centers leaders can take to create more resilient, healthier agents and more inclusive, supportive contact centers.

  • Sheri Kendall-duPont: An Introduction to Inclusivity
    Inclusivity is more than providing equal opportunities; it's about celebrating our differences and creating a culture where we can thrive. In this presentation, Sheri Kendall-duPont will explain what inclusivity is, why it matters, and how it impacts your employees.
  • Murphy Fraser: Protecting Our Peace at Work
    This session will take an honest look at how we can slow down and give ourselves space: space to say no, space to process challenges before responding, and space to prioritize our own learning and development. In the often-chaotic contact center, where there's rarely downtime, learn how you can be better leaders, peers, and self-advocates by giving ourselves a little more room to breathe.
  • Tracey Lawrence: Supporting Family Caregivers
    44 million employees are providing care to a family member. Staying productive in their jobs is more challenging for them due to the compound stresses in their home life. How can employers create a supportive environment for valued employees who are struggling with demands at home and on the job? By creating an environment where employees feel safe and supported in the choice to care for loved ones, you can attract, and retain the best and most loyal staff.

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Session 402

The Secrets of Onboarding: Helping Agents Thrive in Your Culture

Wednesday | 1:15 PM – 2:15 PM
Location: Conference Hotel
Jeff Toister

You've gone to great lengths to hire the right people. Now the challenge is getting new agents to bring their best selves to work every day while still fitting in with your contact center's unique culture. This interactive session will walk you through five distinct stages of employee onboarding and show you how to help new hires thrive from day one. You'll discover why the first day of work is so critical, and how to create a positive first impression. And you'll learn how to describe your contact center's culture in clear, actionable terms so you can effectively share it with your new agents.

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Session 502

The Best of the Best: How Moxie Pest Control Attracts and Retains "A Players" [CASE STUDY]

Wednesday | 2:30 PM – 3:30 PM
Location: Conference Hotel
Travis Nichols

Most companies struggle to attract, hire, and retain "A players". This valuable workshop shares the processes and tools Moxie Pest uses to produce consistent results. Learn what to look for in an "A player" as well as best practices for recruiting, interviewing, evaluating, offering, and onboarding the best of the best. From job postings and resume evaluation to offer positioning and scorecards, learn how to attract top talent, set the best initial expectations to promote long-term retention, and set candidates up for long-term success.

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Session 602

Mastering Remote Agent Engagement at Sutherland Global [CASE STUDY]

Wednesday | 3:45 PM – 4:45 PM
Location: Conference Hotel
Anne Bibb, Becky Havranek

Engagement has been so successful that it's being replicated enterprise-wide! The Sutherland team utilizes several key actions and strategies to create a culture of engagement among remote workers that rivals that of the engagement felt in a traditional brick and mortar site. Learn how by utilizing multiple tools and processes they have successfully built a culture of engagement between remote workers and team members who work on site, and how they keep it going through diligence, governance and keeping it a top priority.

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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.