Boost Your Culture | ICMI

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Boost Your Culture

Choose a Conference Track:

Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.


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Session 102

Create a Culture of Self-Care in Your Contact Center

Tuesday | 4:30 PM – 5:30 PM
Regency Ballroom 2
Jenny Dempsey

Providing the best care to others requires first taking the best care of ourselves. Contact center leaders need to recognize that self-care isn't selfish and can inspire similar action in their team, creating a culture where it becomes a tool for overall well being, personal empowerment, and lifelong resilience. In this interactive session, you'll learn how self-care starts with you and participate in an activity to help you tune into areas that may need a self-care tune up. You'll leave with an inspiring action step to take with back to the office and implement into your life.

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Session 202

Relational Leadership – Employee Engagement Means Employee Retention

Tuesday | 2:00 PM – 3:00 PM
Regency Ballroom 2
Bob Furniss

A successful contact center has a "buzz" that you can feel. It says that management has created a culture that resolves around building relationships – with employees and with customers. Good technology and effective processes may set up success, but people are the true market differentiator. Attend this session to learn how to create a positive culture where employees feel valued and involved, identify and embrace your leadership style, become a better coach and learn the importance of "Leading with your Heart"!

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Session 302

Boost Your Culture by Putting Employee Engagement Metrics to Work

Tuesday | 3:15 PM – 4:15 PM
Regency Ballroom 2
Christopher Mulligan, Scott Newman

Improving employee engagement and retention has a direct impact on key operational performance metrics. Come discover new approaches to measuring engagement, and innovative strategies for creating a culture where high performance, teamwork, and empowering leaders energize the people around them. Explore techniques to track engagement metrics and align them to your organization's goals. Learn how to use employee engagement survey data to create meaningful metrics and measurements. And hear real world case studies from industry leaders who have successfully used metrics to build commitment and create an engaged culture.

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Session 402

From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams

Tuesday | 4:30 PM – 5:30 PM
Regency Ballroom 2
Gregg Gregory

Building a cohesive, successful team requires a clear understanding of the dysfunctions that keep your group from growing into a cohesive team that depends on and supports each other. Is your team as effective as they could be? Do members hold each other accountable? Can you count on them to get the job done? Does morale suffer because team members lack trust or commitment? Are they focused on positive results for all tasks, whether internal or customer focused? This dynamic session will provide the tools you need to take action and focus on team-based results!

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Session 502

Establish Trust Across the Organization by Increasing Transparency

Wednesday | 1:30 PM – 2:30 PM
Regency Ballroom 2
Justin Chase, Alex Zavala

Reducing the disconnect between corporate and contact center culture is challenging, but not impossible. Crisis Response Network underwent a three+ year journey to transform their culture, and found the key to their success in focusing on increased transparency. In this valuable session you'll hear from their Chief Executive Officer and Chief Experience Officer how they did it – and how your organization can too!

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Session 602

Building Culture with Work at Home Agents

Wednesday | 2:45 PM – 3:45 PM
Regency Ballroom 2
Karen Arnold

Automattic is known for its 100% distributed team. (Yes, you read that right!) And yet in addition to boasting a low employee turnover rate, they have maintained their culture and values despite years of exponential growth. The secret is in hiring amazing candidates who are the best fit, and retaining them with a culture of communication, feedback, and transparency. Learn how Automattic recruits, auditions, communicates, develops, and accommodates for its employees – including the tools, processes, and tactics that have allowed them to grow their remote team while maintaining a very strong sense of their core culture. If you have remote employees, you won't want to miss this invaluable session!

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Session 702

How to Create an Agent Recruiting Machine

Wednesday | 4:00 PM – 5:00 PM
Regency Ballroom 2
Noreen Sendelbach

Recruiting isn't just a matter of collecting job applications and processing. In the contact center world, it is truly a sales and marketing job that requires continual recruiting with creative and innovative ideas to keep your applicant pool full and your candidates feeling valued. At TELUS International, they utilize technology and the referrals of team members to ensure that we fill teams with the best qualified and most engaged candidates possible. The process, tools and techniques collectively provide a recruiting machine that processes hundreds of thousands of applicants a year. Come hear how TELUS International does it.

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

Rob Ryan, VP Member Services, Life Lock

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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.