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
  • 104: Learn to Apologize to a Customer Like You Mean It

    Location:  Southern Hemisphere 4/5
    Format: 60-Minute Session
    Track: Omnichannel Best Practices, Employee Engagement
    Vault Recording: TBD

    Despite our best efforts, sometimes we simply can't help our customers—or worse, we have caused or contributed to their issues. A sincere apology is required, but too often we rely on trite phrases like "We regret any inconvenience this may have caused." These "Sorry, not sorry" apologies do more harm than good. In contrast, an honest, well-delivered apology is one of the best ways to build rapport with customers and to ensure first contact resolution. In this unique session you'll learn the hidden costs of insincere apologies, tips for creating effective apology wording, the important difference between empathizing and apologizing, and much more.