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Ft.Lauderdale, FL | May 11-14, 2020
The Diplomat Resort

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2019 Achieve Metrics Nirvana Sessions

Choose a Conference Track:

Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results. .

Session 101

Moving Metrics Into Action

Tuesday | 11:30 AM – 12:30 PM
Regency Ballroom 1
Todd Hixson, Tim Montgomery, Vicki Herrell

Under constant pressure to maximize efficiency without sacrificing customer satisfaction, front-line managers are often caught struggling to balance conflicting objectives and priorities. When everyone isn't aligned, it quickly finds its way to the front line – and ultimately the customer. In this session you'll learn practical ways to use the resources you already have more effectively, and move your organization closer to getting everyone on the same "productivity page". Discover strategies for using metrics to motivate positive behavior changes, and tactics to avoid. Join Tim and Todd as they share their experiences working with some of the world's most celebrated service organizations.

Session 201

Leveraging Metrics to Drive Quality and Efficiency

Tuesday | 2:00 PM – 3:00 PM
Regency Ballroom 1
Amber Krueger

Identifying the right KPIs to measure is a universal contact center challenge. US Bancorp Fund Services has worked diligently over the years to fine-tune their KPIs to drive the desired outcomes – without unintended consequences. Come hear how they arrived at their "quality over quantity" approach to metrics, and how by holding both their agents and support staff accountable (including Customer Experience and Workforce Optimization teams) they have achieved significant gains, particularly in the areas of quality and efficiency. You'll leave with ideas on how to build upon your existing metrics to spur improvements in quality and efficiency.

Session 301

Which Metrics Are Right for Your Business?

Tuesday | 3:15 PM – 4:15 PM
Regency Ballroom 1
Todd Gladden

Are you getting the most out of your metrics? Are you sure that the metrics you use are valid and measure what you think that they do? In this session, based on ICMI's popular More Than Metrics course, we will look at the qualities your metrics should have to work effectively for you. We'll explore fundamental issues such as whether your metrics reflect your strategy, how various metrics drive behavior, and how your metrics work for and against each other. Come gain the expert insights that will help you re-evaluate and refine your metrics for maximum impact.

Session 401

Ho hum No More: Re-imagining Customer Surveys to Drive Results

Tuesday | 4:30 PM – 5:30 PM
Regency Ballroom 1
Andrew Gilliam

Are you ready to supercharge your customer survey and maximize the value of experience data? In this inspiring session you'll witness how to transform your survey into an active part of your customer experience program, dramatically increasing response rates and turning responses into actionable experience intelligence. Go behind-the-scenes with the architect of the WKU Information Technology Services' revitalized customer insights program, where you'll experience their new survey first-hand, deconstruct the purpose and meaning of each question, analyze actual survey responses, and explore the closed-loop process that promotes loyalty and advocacy. You'll get actionable, real-world insights to bring your surveys to the next level.

Session 501

Serving Up Metrics to Suit Every Palate

Wednesday | 1:30 PM – 2:30 PM
Regency Ballroom 1
Dr. Debra Bentson

Contact Centers have pantries of data and metrics available for consumption, and measuring the right things is crucial. Yet just as with food, presentation is equally important – and often not given adequate thought. Determining how to prepare and present data for different audiences is critical to maximizing your desired outcomes. Metrics used for building a budget may be tasty to finance and the C suite. Frontline staff may prefer small plates tailored to show their individual contributions. This revealing session will dish up some common metric ingredients, who to serve them to, formulaic recipes and dashboard options.

Session 601

Using VOC to Drive First Contact Resolution

Wednesday | 2:45 PM – 3:45 PM
Regency Ballroom 1
Nader Ghattas

SQM's research shows that improving FCR remains a huge opportunity. For the average call center, 28% of customers must contact the organization at least once more – and since CSAT drops an average of 15% with each subsequent contact, improving FCR has a major impact on the level of service provided. In this enlightening session you'll discover why FCR matters and how to measure it, as well as how to analyze the data and implement best practices for change. Infused with real world examples from SQM's extensive best practice library, you're sure to gain practical insights you can apply immediately.

Session 701

How to Measure the Effectiveness of Agent Training

Wednesday | 4:00 PM – 5:00 PM
Regency Ballroom 1
Jeff Toister

You've trained your agents, but is it working? Finding the answer doesn't require a PhD in advanced statistics! You'll learn proven training evaluation techniques in this hands-on session from a former contact center training leader and Certified Professional in Learning and Performance. Discover simple models you can use to measure training for a single agent or an entire program. Explore why the post-training survey is generally ineffective plus alternatives that yield far better data. Identify ways to translate training result into metrics that capture the attention of your executive leaders.

Attendee Testimonials

What Attendees Are Saying About Contact Center Expo


I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry
Team Captain , Dorel Juvenile

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann
Customer Service Manager , The General Insurance

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson
Documentation Specialist , AICPA

This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

Haley Birdyshaw
Sponsor and Donor Relations Operations Analyst , Compassion International

There is always something we can do better to help our customers and it is good to share best practices with others that live in your world.

Kathy Liatos
Member Services Manager , Christian Care Ministries

I learned so much and I have come back to my contact center with new enthusiasm and great ideas for improvement.

Lonnie Gridley
Contact Center Director , Progressive Finance

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham
Sr. Manager Customer Care, Technology Services , J. J. Keller & Associates

Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

Michelle Wedding
Associate Manager , Mead Johnson

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis
Network/Telecommunications Analyst , Vectren Corporation

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring
Director of Customer Service , National Guardian Life Insurance

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer
Customer Care Manager , Restaurant Technologies, Inc.

The speakers and sessions were very informative and the conference was extremely well-organized. Just enough time in each session/presentation! Well done ICMI!

Trenyse Briggs
Business Development Manager , Convey Health Solutions

I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

Esther Edmonds
Contact Center Manager , U.S. Government Printing Office

The conference was so valuable; I learned a great deal and made some excellent connections.

Cortney Jonas Burnos
Workforce Management Director , CareCentrix

"Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

Luke Jamieson
Head of Member Services , UniSuper

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt
Customer Service Manager , Green Shield Canada

"By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

Luke Jamieson
Head of Member Services , UniSuper

"One of the best conferences I have attended."

Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”

Candace Estanique
Coordinator , Straub Clinic & Hospital

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty
Contact Center Supervisor , LES

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson
Customer Service Supervisor , Grant & Weber

"You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

Dan Blattler
, Cox Communication

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."

Dawn Mangelsen
, DealerTrack Technologies

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."

Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer
Phone Bank Manager , Bremer Financial

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain
Customer Contact Center Manager , Virginia Workers' Compensation Commission

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

Serena Daly
Supervisor, Customer Care Sales and Retention , eHealthInsurance Services, Inc

"The keynote presentations were awesome!"

Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

Jason Kean
Manager, Service Assurance ,

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"

Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."

Jennifer Stowell
Sales Support Supervisor , REI

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."

Kim Singh
Operations Manager , E-Comm 911