ICMI Contact Center Expo Conference 2017 Schedule Builder

View, browse and sort the 20I7 ICMI Contact Center Expo & Conference sessions by pass type, track, and format. With Contact Center Expo & Conference Session Scheduler, you can build your schedule in advance and access it during the show via export or with the Mobile App.

PLEASE NOTE: Using this schedule builder is for convenience only and does not register you or guarantee a seat. Pre-registration is required for Workshops and Site Tours which are selected during the registration process.

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    • Sunday | 4:00pm
    • Sunday, 4:00pm - 7:00pm
      Location:  TBD
      Sunday, 4:00pm - 7:00pm
      Location:  Convention Lobby
  • 102: Who Says Quality Assurance Can't Be Fun? An Informative and Entertaining Look at QA Approaches that Meet Objectives

    • Vickie Friece  |  SVP Operations - Service Delivery/Funding and Reconciliation, Meta Payment Systems, A Division of MetaBank
    • Nate Brown  |  Manager, Client Services, UL
    Location:  Northern Hemisphere E3/E4
    Format: 60-Minute Session
    Track: Future Trends in Customer Service, Contact Center Metrics
    Vault Recording: TBD

    Today's QA departments serve many roles, including coach, audit, voice of the customer, and more. Join us for a fun, interactive look at various traditional and non-traditional methods, approaches and tools available, and how to best match an approach to meet your objectives. Through a mock SNL-style "Point/Counterpoint" debate, we'll outline some new concepts and more traditional ones along with some objectives that match each approach. Using a game show approach, the audience will then be engaged to provide additional approaches, ideas and objectives. You'll leave energized, and with a long list of approaches, tools and methods that best match the needs of your center.