Maximize Productivity | ICMI

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Maximize Productivity

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Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.

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Session 106

It's an Omnichannel World - The Rise of Blended Agents!

Tuesday | 6:30 AM – 7:30 AM
Location: Conference Hotel
Jeff Rumburg

An increasing number of contact centers are developing "Blended Agents" with expanded skill sets that include the ability to resolve complex issues in an omnichannel environment, a deep understanding of performance metrics, and a knack for generating positive ROI. Those who have successfully undertaken this transformation report lower overall costs, quicker resolution times, and much higher customer satisfaction levels. Using real-world examples, Jeff Will reveal how blended agents spread a culture of fanatical customer service that has direct business benefits. Learn the success factors for omnichannel customer care and how to find, train and develop successful blended agents in an omnichannel world.

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Session 206

Developing a Roadmap for Operational Improvement

Tuesday | 9:00 AM – 10:00 AM
Location: Conference Hotel
Wendy Fowler

We all want to boost results and drive efficiency, but how do you identify and prioritize the areas of highest opportunity and potential impact within your center? During this interactive hour, you'll gain insights on how to do a comprehensive assessment of your current operations, including organizational alignment, quality assurance, performance management/coaching, workforce management, knowledge management and more. Based on principles used in ICMI consulting, this session will arm you with tools and practical next steps to identify and tackle the challenges that will have the greatest impact on your contact center's success.

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Session 306

The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure

Tuesday | 10:15 AM – 11:15 AM
Location: Conference Hotel
Marshall Lee

When it comes to workforce management, do you ever feel lost or confused? In this session, your guides from Firstsource Solutions will help you navigate how to build a process manual and specific documentation for your workforce management team, and how to structure your team to effectively move those processes to completion. From capacity planning, staffing, scheduling, exception entry, and anything else you do, learn how to navigate your way to success.

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Session 406

Work at Home: Linking Best Talent to ESAT and CSAT

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Michele Rowan

With unemployment levels at decade lows, smart hiring, alternative benefits, and stellar support are required to attract and retain talent that will propel the customer experience. Work at home programs expand applicant pools by 300-400% and offer innovative staffing solutions that are appealing to many. They also save everybody money by eliminating or reducing transportation costs for employees, and reducing real estate, operating, and labor costs for businesses. This session reveals current best practices, policies, and technology solutions that Fortune 1000's and small businesses alike are utilizing to secure best talent and keep them (happy) via work at home programs.

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Session 506

Secrets from an Award-Winning Small Contact Center

Wednesday | 8:30 AM – 9:30 AM
Location: Conference Hotel
Amber Krueger

Looking for best practices specifically for small contact centers? This session features insights from US Bancorp Fund Services, ICMI's Best Small Contact Center winner in 2018. As a contact center providing third-party services, USBFS has unique challenges that affect how they manage their business to provide quality service in an efficient manner. Learn how they balance the requirements of their clients, shareholders and staff so that each group gets what they need. Get a glimpse into how they use metrics to drive success, foster employee engagement, development and retention as well as their approach to performance management, communication, and collaboration.

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Session 606

Faster Than the Speed of Math! High-growth Capacity Planning at Hulu

Wednesday | 9:45 AM – 10:45 AM
Location: Conference Hotel
Todd Hixson, Nicholas Solomon

In this session, see how Hulu has grown from less than 200 agents to a future of over 2000 in just a few short years, with a goal that goes beyond the status quo to being disruptors! Culture, strategy, vision and thinking way outside the normal screen has led to a culture of "Hulugans" that are seriously engaged and still looking to grow. They'll demonstrate techniques for team design, WFM and self-help strategy and a properly tired approach that are valuable to both emerging companies and longtime entities – and make winners of the agents, customers and the company!

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Session 706

10 Knowledge Management Best Practices That Lead to Success

Wednesday | 11:00 AM – 12:00 PM
Location: Conference Hotel
Pete McGarahan

Successful knowledge management is more about people and process than technology. This informative session explores the key principles and core concepts that organizations, including First American Title, have discovered lead to successful adoption of a knowledge-centered support model. Discover how to improve knowledge in the workflow so that no one in your organization can ever say there's garbage in the knowledge base without also admitting they're responsible for it.

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

Lindsay Zarr, Customer Solutions Manager, North American Bancard


   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.