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Half-Day Interactive Workshops


Our workshops are led by ICMI's top trainers in an interactive, informative and educational online environment.

The following half day workshops are taking place on Tuesday, October 6 and Wednesday, October 7


The Principles of Effective Contact Center Management

Tuesday | 11:00 AM – 2:00 PMOct 6
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the bestseller: Contact Center Management on Fast Forward: Succeeding in a New Era of Customer Experience, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher, this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.


CX Accelerator Bootcamp: The Basics

Tuesday | 11:00 AM – 2:00 PMOct 6
Nate Brown

Customer experience is the next competitive battleground: Are you ready for battle? This workshop covers the basics of CX: how it's different from customer service, how to measure CX and map the customer journey, and how to gauge the overall maturity of your organization's CX. Walk away with a basic toolkit to assess your contact center and start driving meaningful, high-impact improvement.


The Future of Metrics

Tuesday | 11:00 AM – 2:00 PMOct 6
Josh Streets

What does the future of metrics look like for contact centers? In this half-day workshop, you'll learn about the role metrics play in process improvement; what you should be measuring when it comes to quality, efficiency, performance, and strategic impact; how to use metrics to talk about performance and improvement; and, crucially, how new channels are impacting the contact center. The contact center is constantly evolving...and so should the way we track and measure performance!


Driving Big Results From Small Contact Centers

Tuesday | 11:00 AM – 2:00 PMOct 6
Rose Polchin

No matter your size, customers demand fast, personalized, thoughtful service. Sometimes it seems impossible for small contact centers to meet the high expectations set by big businesses. Don't be discouraged! Small contact centers create some of the world's best customer experiences. In this interactive session, together with ICMI's expert consultant, Rose Polchin, you'll discover ways to take advantage of your small size. With the right skills, and operational plans, you'll be well positioned to maximize your resources and deliver exceptional results.


Taking the Pulse of Omnichannel: A Health Check

Wednesday | 11:00 AM – 2:00 PMOct 7
Scott Sachs

As the number of customer contact channels and self-service options increase, so does the need for a streamlined, unified customer experience. By operating under an omnichannel strategy, organizations can achieve this goal - but how do you know if you're ready to make the transition? How do you optimize your current approach? In this workshop, Scott Sachs will walk attendees through an omnichannel pulse check. Learn how to begin implementing a true omnichannel strategy or, if you're further along in your omnichannel journey, assess your current state and optimize your strategy.


Beyond Bootstrapping Quality

Wednesday | 11:00 AM – 2:00 PMOct 7
Jeremy Watkin

Are you a small contact center leader who currently relies on basic spreadsheets to run your quality management program? Good news. You don't have to become an Excel whiz to drive meaningful improvement. During this session, you'll learn practical ways to simplify processes, get more out of coaching, and glean better reporting so you can improve the customer experience. No complex formulas required!


Build-Your-Bot: Get Hands-on with Einstein Bots

Wednesday | 11:00 AM – 12:30 PMOct 7
Marc Hutchinson, Mercedes McAndrew

During this session, you'll be blazing a trail to happy customers and happy agents on the world's #1 customer service platform. Our Salesforce Service Cloud trail guides will lead you down a path to faster, smarter customer service. You'll join a design thinking team to create pristine customer experience use cases, create beautiful bot visual prototypes and put it all into action with an AI-powered chatbot built with Einstein Bot Builder. Everyone who completes this activity leaves with a working chatbot to take home and show your friends! Explore the intelligent customer service technology behind Einstein Bots that drives agent productivity and customer satisfaction.


Leading Small Teams to Big Victories: How Small Contact Centers Manage People

Wednesday | 11:00 AM – 2:00 PMOct 7
Rose Polchin

People are the foundation of all contact centers, but it's not easy to lead small ones when all the advice is for sprawling giants. This session helps you embrace the benefits of being small, with fewer than 50 agents. Join ICMI Senior Consultant, Rose Polchin, to learn and share strategies and techniques to make the most of dwindling budgets, limited career paths, and basic technology. Together, we'll maximize the return on your greatest asset: people