Sessions

View all available Sessions files below:


Date Session Title Start Time End Time
2016-10-26

Solutions Spotlight: What Your Agents Won't Tell You-Inside Tips to Improve Customer Service

Date: 2016-10-26
Time: 10:15:00-04:00 - 10:40:00-04:00


Chris Bauserman, VP, Segment & Product Marketing, inContact
10:15:00-04:00 10:40:00-04:00
2016-10-26

Session 103: The 21st Century Office: Making Work-at-Home Work

Date: 2016-10-26
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-10-26

Session 101: Embrace and Enable Your Agents' Personalities to Give the Ultimate Customer Experience

Date: 2016-10-26
Time: 11:30:00-04:00 - 12:30:00-04:00


Speaker - Catherine Hillier, Director of Customer Support, Clio
11:30:00-04:00 12:30:00-04:00
2016-10-26

Session 102: First Contact Resolution: Evolution from Traditional to Social Media Service

Date: 2016-10-26
Time: 11:30:00-04:00 - 12:30:00-04:00


Justin Robbins, Group Community Director, ICMI and HDI
11:30:00-04:00 12:30:00-04:00
2016-10-26

Session 204: Technology Selection at the Speed of NOW

Date: 2016-10-26
Time: 13:45:00-04:00 - 14:45:00-04:00


General Session Files:
13:45:00-04:00 14:45:00-04:00
2016-10-26

Session 203: 7 Metrics You Can't Afford to Ignore in 2017

Date: 2016-10-26
Time: 13:45:00-04:00 - 14:45:00-04:00


General Session Files:
13:45:00-04:00 14:45:00-04:00
2016-10-26

Session 201: Change Your Thinking, Change Your Culture

Date: 2016-10-26
Time: 13:45:00-04:00 - 14:45:00-04:00


Speaker - Dianne Durkin, President & CEO, Loyalty Factor
13:45:00-04:00 14:45:00-04:00
2016-10-26

Session 202: Maximizing Efficiency through Extreme Workforce Optimization

Date: 2016-10-26
Time: 13:45:00-04:00 - 14:45:00-04:00


Speaker - Todd Hixson, Contact Center Workforce Manager, Cabelas
13:45:00-04:00 14:45:00-04:00
2016-10-26

Session 301: Battling Agent Burnout

Date: 2016-10-26
Time: 15:00:00-04:00 - 16:00:00-04:00


Jeff Toister, President, Toister Performance Solutions, Inc
15:00:00-04:00 16:00:00-04:00
2016-10-26

Session 304: How Mercedes-Benz Leverages Omni-Channel Customer Journey Interaction Analytics to Achieve Success

Date: 2016-10-26
Time: 15:00:00-04:00 - 16:00:00-04:00


Speaker - Brian LaRoche, Product Marketing Manager, CallMiner
15:00:00-04:00 16:00:00-04:00
2016-10-26

Session 302: 10 Knowledge Management Best Practices That Lead to Success

Date: 2016-10-26
Time: 15:00:00-04:00 - 16:00:00-04:00


Pete McGarahan, Senior Director, IT Infrastructure Services, First American Financial
15:00:00-04:00 16:00:00-04:00
2016-10-26

Session 303: Driving Customer Loyalty One Customer at a Time at Wells Fargo

Date: 2016-10-26
Time: 15:00:00-04:00 - 16:00:00-04:00


Speaker - Heather Magaha, Senior Vice President, National Client Service Manager - Treasury Management Client Services, Wells Fargo
15:00:00-04:00 16:00:00-04:00
2016-10-26

Session 404: Optimizing Your Workforce in an Omnichannel Environment

Date: 2016-10-26
Time: 16:15:00-04:00 - 17:15:00-04:00


Speaker - Irwin Lazar, Vice President, Service Director, Nemertes Research
16:15:00-04:00 17:15:00-04:00
2016-10-26

Session 402: Surveys: Moving Feedback Into Action

Date: 2016-10-26
Time: 16:15:00-04:00 - 17:15:00-04:00


Speaker - Frederick Van Bennekom, Principal, Great Book Consulting
16:15:00-04:00 17:15:00-04:00
2016-10-26

Session 403: Gaining Enterprise-Wide Cooperation for Customer Service Excellence

Date: 2016-10-26
Time: 16:15:00-04:00 - 17:15:00-04:00


Justin Robbins, Group Community Director, ICMI and HDI
16:15:00-04:00 17:15:00-04:00
2016-10-27

Session 503: Leadership: Inspire Change from the Frontlines!

Date: 2016-10-27
Time: 13:45:00-04:00 - 14:45:00-04:00


Speaker - Dustie Mercer, Director, Call Center Operations, Renaissance
13:45:00-04:00 14:45:00-04:00
2016-10-27

Session 501: How to Write to Customers in Your Company's Brand Voice

Date: 2016-10-27
Time: 13:45:00-04:00 - 14:45:00-04:00


Speaker - Leslie Oflahavan, Principal, E-WRITE
13:45:00-04:00 14:45:00-04:00
2016-10-27

Session 502: Call Calibration: Achieving Quality Scoring Consistency

Date: 2016-10-27
Time: 13:45:00-04:00 - 14:45:00-04:00


Speaker - Deelee Freeman, Founder/Director, Call Center Training Associates, Inc.
13:45:00-04:00 14:45:00-04:00
2016-10-27

Session 604: No More Apologies: How to Master Multilingual Support in the Contact Center

Date: 2016-10-27
Time: 15:00:00-04:00 - 16:00:00-04:00


Justin Robbins, Group Community Director, ICMI and HDI
15:00:00-04:00 16:00:00-04:00
2016-10-27

Session 603: Multi-channel Done Right: Launching, Managing, and Optimizing Multi-channel Customer Engagement

Date: 2016-10-27
Time: 15:00:00-04:00 - 16:00:00-04:00


Speaker - Irwin Lazar, Vice President, Service Director, Nemertes Research
15:00:00-04:00 16:00:00-04:00
2016-10-27

Session 602: One Metric You Might Be Missing: Contact Rate

Date: 2016-10-27
Time: 15:00:00-04:00 - 16:00:00-04:00


Speaker - Nathan Deeds, Sr. Manager Customer Support, OpenTable, a member of the Priceline Group
15:00:00-04:00 16:00:00-04:00
2016-10-27

Session 601: Retained! How to Help Managers keep their Employees

Date: 2016-10-27
Time: 15:00:00-04:00 - 16:00:00-04:00


Speaker - Ann Tardy, CEO/President, LifeMoxie Mentoring
- Ann_Tardy_601.pdf (398KB)  
15:00:00-04:00 16:00:00-04:00