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
  • 304: Zero to Hero: How to Build Award-Winning Social Customer Care

    • Georgia Adams  |  Supervisor, Social Care Team, Navy Federal Credit Union
    Location:  Southern Hemisphere 4/5
    Format: 60-Minute Session
    Track: Omnichannel Best Practices, Foundational Best Practices
    Vault Recording: TBD

    The ability to provide exceptional social service is rapidly becoming a key differentiator for companies. In this interactive session, you'll hear how Navy Federal Credit Union's social team went from nonexistent to winning the 2016 ICMI Global Contact Center Award. You'll walk away with best practices for finding the right people, setting up the right processes, and choosing the right technologies to deliver outstanding social media customer service. Whether you're struggling to provide service in social channels or just getting started, this session will provide practical insights and tangible takeaways you can use to plan and implement your own exceptional social customer care program.