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
  • 201: Stop Attacking the Queue!

    Location:  Northern Hemisphere E1/E2
    Format: 60-Minute Session
    Track: Foundational Best Practices, Optimizing Your Workforce
    Vault Recording: TBD

    Calls queue up in every call center—it's the reason we have the technology we do and part of the plan. Unfortunately, when calls start to queue, many of us begin what can be best described as an 'Attack the Queue' approach to handling our customers. Everyone in the organization becomes panic-stricken, and all other activities in the center are put on hold until the queue is driven down to zero. There is a better way! Join us to see some real-life examples of how world-class centers –have found great success by implementing some radical new approaches.