General Sessions

View all available General Sessions files below:


Date Session Title Start Time End Time
2016-05-11

Session 107: Getting CIO and CFO Support for Becoming Proactive and Preventive

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 106: Unlocking the Power of Customer Loyalty

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 103: Customer Service Surveys Made Easy

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 105: "If I'd Only Known..." - Lessons Learned While Building a Small Contact Center

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 101: Top Fun The New Rules of Engagement

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 104: Technology Selection at the Speed of NOW

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 102: Evolving Metrics for Today's Reality

Date: 2016-05-11
Time: 11:30:00-04:00 - 12:30:00-04:00


General Session Files:
11:30:00-04:00 12:30:00-04:00
2016-05-11

Session 206: Transforming Customer Experience Where Do You Begin?

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 207: Evolving Metrics for Today's Reality

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 205: Forecasting & Scheduling in a Small Contact Center

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 201: Hiring and Retaining a High Performance Workforce

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 202: McKesson's Lean Approach to Quality

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 203: Omnichannel Customer Service: Hype or Holy Grail?

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 204: Getting CIO and CFO Support for Becoming Proactive and Preventive

Date: 2016-05-11
Time: 14:00:00-04:00 - 15:00:00-04:00


General Session Files:
14:00:00-04:00 15:00:00-04:00
2016-05-11

Session 307: Unlocking the Power of Customer Loyalty

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 306: Delivering a Highly Personalized Customer Experience

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 302: Don't Just Ask for Customer Feedback: Commit to it!

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 301: How to Assess Customer Service Agents´ Writing Skills Before (or After) You Hire Them

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 303: Gamification: A Better Way to Work

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 304: We've Got The Beat On Multichannel Analytics

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 305: Size Matters: How to Get a Lot (from Technology) for a Little (Center)

Date: 2016-05-11
Time: 15:15:00-04:00 - 16:15:00-04:00


General Session Files:
15:15:00-04:00 16:15:00-04:00
2016-05-11

Session 407: Customer Service Surveys Made Easy

Date: 2016-05-11
Time: 16:30:00-04:00 - 17:30:00-04:00


General Session Files:
16:30:00-04:00 17:30:00-04:00
2016-05-11

Session 402: Knowledge Management - From Zero to Success

Date: 2016-05-11
Time: 16:30:00-04:00 - 17:30:00-04:00


Speaker - Bob Furniss, Director, Global Service Cloud Practice, Bluewolf
16:30:00-04:00 17:30:00-04:00
2016-05-11

Session 401: Developing the Culture of a Best in Class Customer Care Team

Date: 2016-05-11
Time: 16:30:00-04:00 - 17:30:00-04:00


General Session Files:
16:30:00-04:00 17:30:00-04:00
2016-05-11

Session 404: Mobile, Mobile Apps, Live Chat -- Understanding Cross Channel Customers

Date: 2016-05-11
Time: 16:30:00-04:00 - 17:30:00-04:00


General Session Files:
16:30:00-04:00 17:30:00-04:00
2016-05-11

Session 406: Equipping the Frontline to Deliver a Low-Effort Experience

Date: 2016-05-11
Time: 16:30:00-04:00 - 17:30:00-04:00


General Session Files:
16:30:00-04:00 17:30:00-04:00
2016-05-11

Session 405: Driving Process Improvements to Increase Overall Effectiveness

Date: 2016-05-11
Time: 16:30:00-04:00 - 17:30:00-04:00


General Session Files:
16:30:00-04:00 17:30:00-04:00
2016-05-12

Solutions Spotlight SS08: Driving Beyond Loyalty and Exceptional Customer Engagement Center Experiences at Mazda

Date: 2016-05-12
Time: 11:25:00-04:00 - 11:50:00-04:00


General Session Files:
11:25:00-04:00 11:50:00-04:00
2016-05-12

Session 507: McKesson's Lean Approach to Quality

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


General Session Files:
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 504: Omni Channel is Here - How Many Channels Are Enough?

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


Speaker - Bob Furniss, Director, Global Service Cloud Practice, Bluewolf
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 502: Measuring Success in a WFM Practice

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


General Session Files:
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 503: What Are the Right Metrics for Social Service?

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


General Session Files:
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 506: Aligning Operations with Your Customer Experience Strategy

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


General Session Files:
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 505: Secrets to Success from the ICMI Small Contact Center Award Finalists

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


General Session Files:
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 501: Growing a Coaching Mindset

Date: 2016-05-12
Time: 13:30:00-04:00 - 14:30:00-04:00


General Session Files:
13:30:00-04:00 14:30:00-04:00
2016-05-12

Session 607: Top Fun The New Rules of Engagement

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


General Session Files:
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 604: Lessons from A 100% Cloud-Based Contact Center

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


Speaker - Tim Montgomery, Managing Partner, Culture.Service.Growth (CSG)
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 605: Training on a Shoestring What Would MacGyver Do?

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


General Session Files:
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 606: Reengineering Customer Experience in San Diego County

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


General Session Files:
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 603: Avoiding the Top Failure Points of Work at Home Programs

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


General Session Files:
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 602: Disrupting Silos: Blending QA, KM & Messaging to Drive Customer Satisfaction

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


General Session Files:
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 601: How to Measure the Quality of Social Service

Date: 2016-05-12
Time: 14:45:00-04:00 - 15:45:00-04:00


General Session Files:
14:45:00-04:00 15:45:00-04:00
2016-05-12

Session 707: Forecasting & Scheduling in a Small Contact Center

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
16:00:00-04:00 17:00:00-04:00
2016-05-12

Session 706: Customer Feedback: Turning Information into Action

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
16:00:00-04:00 17:00:00-04:00
2016-05-12

Session 702: Positioning for Success by Preparing for Change... NOW

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
16:00:00-04:00 17:00:00-04:00
2016-05-12

Session 703: The New Top Drivers of Contact Center Customer Satisfaction

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
- Session_703.pdf (951KB)  
16:00:00-04:00 17:00:00-04:00
2016-05-12

Session 704: Using Data to Transform your Customer Experience

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
16:00:00-04:00 17:00:00-04:00
2016-05-12

Session 705: Winning the War for Quality Temp Talent

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
16:00:00-04:00 17:00:00-04:00
2016-05-12

Session 701: Maximizing the ROI of Your Training Program

Date: 2016-05-12
Time: 16:00:00-04:00 - 17:00:00-04:00


General Session Files:
16:00:00-04:00 17:00:00-04:00