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Are you a future or former attendee of ICMI’s Contact Center Expo and Conference? If so, this is a place for you to network with other attendees, learn more about the event, or share ideas, questions, or general advice based on your experience

2017 Conference Call for Speakers Now Open Messages in this topic - RSS

Posts: 14

Posts: 14
ICMI 2017 Contact Center Expo & Conference Call for Speakers!

Would you like to speak at ICMI Contact Center Expo & Conference 2017?
Now is the time to submit your ideas for 60 minute conference sessions, and half-day workshops.
Also, case studies--particularly ones with proven ROI--are in big demand. All speakers receive a complimentary pass to the conference.

This event brings together an unsurpassed group of contact center professionals and will be taking place May 22-25, 2017, at the Walt Disney World Dolphin Resort, Lake Buena Vista, Florida.

ICMI's Contact Center Expo & Conference attracts customer care professionals from around the world, representing organizations of all sizes and in a variety of industries. To appeal to this diverse audience, the conference program covers a broad range of key topics which are covered in the following tracks:

Employee Engagement such as: Career Development, Mentorship Programs, Employee Incentives Employee Wellness Programs, Team Building Activities, Innovative Coaching Strategies, Training, Retention, Hiring, Change Management, Managing Millenials, etc.

Contact Center Metrics such as: Building Better Agent Scorecards, Customer Effort Measurement, Measuring ROI, Quality, Reporting, etc.

Omnichannel Best Practices such as: Determining the Right Channel Mix, Agent Routing, Delivering Consistent Cross-channel Service, Implementing Omnichannel Technology, Driving Customer Channel Adoption, Getting Executive Support for New Channels, Designing Personalized Customer Experiences, etc.

Optimizing Your Workforce such as: Onboarding, Ongoing Training, Performance Management, Work at Home, Forecasting, Team Organization & Administration, Management of Multiple Centers, Reporting, etc.

Future Trends in Customer Service such as: Virtual Assistants, Chatbots, Artificial Intelligence, The Internet of Things, The Rise of Video Service, Trends Shaping Customer Expectations, Trends Shaping Future Employee Expectations, SMS service, etc.

Customer Experience such as: Designing Personalized Customer Experiences, Customer Surveys, Customer Loyalty Programs, Journey Mapping, Cross-Channel Experience, Customer Access Strategy, etc.

Foundational Best Practices such as: Hiring/Recruiting/Interviewing, Quick Tips for New Contact Center Managers, Developing a 30/60/90 Plan, Driving & Demonstrating Strategic Value, Managing Change, Technology Planning, Forecasting & Scheduling, Onboarding, Knowledge Management, etc.

Submissions should offer practical and specific takeaway tools that will enable attendees to implement practices and processes immediately in their own centers. Case Studies are highly suggested and are given the most consideration. Commercial content will not be considered.

Submission Deadline: September 23, 2016

Submit Now
edited by jrobbins on 9/6/2016
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