Contact Center Conference Tracks | ICMI Contact Center Conference Tracks | ICMI

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Dallas, TX | October 12-14, 2020
Dallas Sheraton

2019 Learning Tracks

Master Your Metrics

Metrics are a mainstay of the contact center world, but too often they are simply numbers on a page – largely irrelevant, or even worse, driving the wrong behaviors. Sessions in this track will help you identify the most meaningful, actionable, and strategic KPIs for your center and ensure that they’re used in ways that drive continuous improvement.


Boost Your Culture

Working in a contact center has always been a bit of a hard sell. (Let’s face it, it’s not for everyone!) But with unemployment at historical lows, creating and nurturing a culture that both attracts and retains top talent has never been more critical. Sessions in this track will provide valuable strategies for successfully hiring and onboarding, as well as creating a positive culture that increases engagement and minimizes attrition.


Supercharge Your Strategy

In the midst of the day-to-day fire drills inherent in most contact centers, making time to consider strategic issues can be a challenge for contact center leaders. This program offers the perfect opportunity to step back and evaluate whether your current strategy is maximizing your potential. Sessions in this track will highlight key success factors for centers small and large, including tips to get the recognition, respect, and funding your center needs.


Optimize Your Operations

Contact centers are perennially charged with providing high levels of service while minimizing expense. Achieving these competing goals requires an operation that runs at optimal efficiency. Sessions in this track provide insights on maximizing the productivity of the people, processes, and technologies at your disposal.


Drive Your Customer Experience

In a connected world, where a single interaction can go viral, the customer is truly king. There is enormous pressure on contact centers to provide superior customer service and experience – requiring them to simultaneously juggle the demand for speed, accuracy, channel choice, personalized service, and in many cases, regulatory compliance. Sessions in this track will help you develop strategies and implement tactics to overcome the hurdles and take your customer experience to the next level.


Elevate Your Leadership

Effective leadership makes a huge difference in any business, and the contact center is no exception. Sessions in this track focus not just on honing your own leadership skills but also on fostering leadership skills to ensure ongoing success.