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
  • 107: Improving Training through Employee Engagement

    • Dustie Mercer  |  Director, Call Center Operations, Renaissance
    Location:  Asia 3
    Format: 60-Minute Session
    Track: Employee Engagement, Foundational Best Practices
    Vault Recording: TBD

    Effective training is critical to contact center success, but is your training program as good as it can be? Try asking your employees! Not so long ago, Renaissance was struggling with poor employee engagement and a 66% attrition rate in the first 90 days. Learn how they leveraged employee feedback to guide the dramatic transformation of their training program, including the addition of new learning methodologies, a reward and recognition program, a continuous support and improvement system, and more. You'll be inspired by their dramatic results—improved employee satisfaction and doubling retention in a single year!