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Master Your Metrics Sessions

Choose a Conference Track:

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.


Session 101

Judge Judy CX Edition: The Case Against NPS

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Nate Brown

NPS, or Net Promoter Score, is the most notorious metric in the Customer Experience toolbox. It is almost old enough to have a drivers license, yet NPS is still globally recognized and used by essentially every major brand. Does the metric still have value, or is it time to move on? This courtroom session will make the answer abundantly clear. Choose the side of prosecuting attorney against NPS, or the NPS defending attorney as we present our case. You are jury, having the ability to vote with your feet throughout the session. Will NPS be considered a criminal offense against Customer Experience? Come and find out.

Session 201

Your Metrics Are Talking to You...But Are You Listening?

Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
Roy Atkinson

With today's sophisticated technology, we can gather measures and metrics on virtually any aspect of the contact center. Contacts are counted, service level is tracked, issues are categorized, and average time to resolve is calculated. At the end of each day, week, or month, we have an enormous batch of information. By better understanding the relationships between our metrics, we can begin to see how the actions of the support center create ripples of change, sometimes in unexpected ways. If we learn how to select some key measures to watch, we can see how carefully applied changes can create positive effects in ways that look—on the surface—as if they're unrelated. In this session, attendees will learn about ways to reduce the information overload of metrics reporting and make metrics actionable; ways to determine courses of future action to achieve success; and strategies for feeding the algorithms of automated systems to achieve desired outcomes.

Session 301

Using Surveys and Metrics to Improve Your Contact Center

Tuesday | 2:45 PM – 4:15 PM
Location: Conference Hotel
Andrew Gilliam

Continuous, iterative improvement is the name of the game in contact centers. Metrics are one input to that process, as are routine and/or event-based surveys (like CSAT surveys). But how mature are your metrics? Do you have a formal surveying program? Wherever you are on your journey of continuous improvement, you can benefit from this illuminating session. Learn how to identify which metrics matter most for your stakeholders (customers, leadership, and peers alike), how to build a survey program (and if you have one, how to tell if your surveys stink...and what to do to fix them), how to extract actionable insight from these data sources, and how to prioritize your next steps for maximum impact.

Session 401

Never Send a Phone Form To Do the Job of an Email Form - Adapting Quality Assurance For Written Channels

Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
Jeremy Watkin, LESLIE OFLAHAVAN

If you've already tried it, you've now realized that you cant use your phone scorecard to measure the quality of written customer service. But how do you measure service quality consistently across channels? In this hands-on session, Jeremy and Leslie will highlight the unique skills required for excellent written customer service and present strategies for measuring those writing skills consistently. If your team is handling some combination of channels like email, chat, social media, and text, this session is for you. Join us for an interactive, practical discussion on best practices in hiring great customer service writers, then training, coaching, and evaluating them, so you can provide excellent written customer interactions.

Session 501

8 Tips for Developing Meaningful Customer Satisfaction Surveys

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Wendy Fowler

To provide excellent customer experiences, companies must listen to their customers as primary means of doing so is through customer surveys. Surveys are of little use if their response rates are low or the questions are not framed appropriately. In this session, you will learn best practices you can employ to help improve the value of the information you receive from your surveys and increase your organization's survey response rates. You will learn the difference between customer experience, customer satisfaction and customer engagement and the metrics commonly used to measure each of them.

Session 601

How to Build Metrics that Sustain Long Term Relationships

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Roy Atkinson, Andrew Gilliam, G Todd Gladden, CWPP

Contact centers are swimming in data, and while there are countless tools available for parsing and presenting that data, telling a story that builds and sustains long-term relationships is more art than science. In this panel discussion, Roy Atkinson, Andrew Gilliam, and Todd Gladden will discuss the key metrics that define today's increasingly channel-diverse contact centers, share advice and techniques for using data to craft compelling stories that keep stakeholders engaged, and answer your burning questions about metrics, analytics, and storytelling.

Session 701

Protecting Your Recruitment Investment by Gamifying Onboarding

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Gina Montague

A new hire's decision to stay with a company long-term is made within the first few months of employment. A great first impression is more important than ever! Recruiting and onboarding can be an expensive process. Your new hires are key to our future success are you protecting and nurturing your recruitment investment? Onboarding is the perfect opportunity to make a positive, lasting impression on a new hire. During this session you'll learn how Infinite Campus created a gamified onboarding experience that involves the team and new hire.

What our Attendees Are Saying

Attendee Testimonials

"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

"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

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
, Phone.com

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 , AutoTrader.com

"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

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