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
  • 303: Overcoming Hiring, Training and Onboarding Challenges

    • Amber Krueger  |  Operations Manager, AVP, US Bancorp Fund Services, LLC
    Location:  Southern Hemisphere 3
    Format: 60-Minute Session
    Track: Optimizing Your Workforce, Foundational Best Practices
    Vault Recording: TBD

    Robust and effective hiring, training and onboarding processes are critical to the success of a contact center, and yet too often the hectic pace leads managers to take shortcuts in these areas—with devastating results. Come hear how US Bancorp Fund Services' approach to these foundational processes has evolved over the past five years. They'll share practical advice on identifying areas for improvement, powerful interview questions, taking a critical look at your training program, and a framework for mapping a new agent's crucial first months on the job. This invaluable session will help you set your center—and your team—up for success!