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
  • 205: Dashboard to Performance Improvement

    • Dan Grawe  |  Director Customer Experience, Transamerica
    • Heather Van Nest  |  Director Inforce Contact Center, Transamerica
    Location:  Asia 5
    Format: 60-Minute Session
    Track: Contact Center Metrics, Employee Engagement
    Vault Recording: TBD

    Spending too much time pulling reports from various systems means your focus is on pulling reports versus acting on what the data is telling you. How can you coach your agents when you can't pull real time data and provide valuable feedback? In this session, you'll learn how Transamerica was able to consolidate all their reporting into one dashboard, providing key insight and information on quality, schedule adherence, attendance and CMS. Find out how they saved over 10 hours a day in pulling reports and increased the value of the interactions with their CSR's.