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
  • 105: A Better Way to Measure Your Contact Center Success

    • Bob Furniss  |  Vice President, Global Service Cloud Practice, Bluewolf
    Location:  Asia 5
    Format: 60-Minute Session
    Track: Contact Center Metrics, Foundational Best Practices
    Vault Recording: TBD

    Today's contact center has more data than ever before, but the question remains: what really matters to the customer? In this session, you'll learn the four key elements of measurement that can ensure your center is synced, both internally and externally. Examine how to determine which traditional metrics to keep, how to balance the various customer experience metrics (FCR, CSat, NPS, etc.), and new ways to improve and measure agent metrics such as knowledge availability, agent satisfaction, and employee turnover. Filled with real-world examples, you'll leave with the tools to re-evaluate your metrics and drive success!