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.

All SessionsSpeakersMy Schedule
View Sessions As:
    • Sunday | 4:00pm
    • Sunday, 4:00pm - 7:00pm
      Location:  TBD
      Sunday, 4:00pm - 7:00pm
      Location:  Convention Lobby
  • 403: Myth Busters - Does Optimizing Agent Workloads Really Reduce Attrition?

    Location:  Southern Hemisphere 3
    Format: 60-Minute Session
    Track: Optimizing Your Workforce, Employee Engagement
    Vault Recording: TBD

    Agent attrition has been one of the top concerns in call centers for decades. And while WFO companies have long claimed they can help via skills routing, performance management, CRM and more, the great irony is that the one thing workforce optimization doesn't do is optimize the workforce—it optimizes the work. So what's the answer? This powerful case study will showcase a completely different approach that focuses on the agent quality of life. Through video anecdotes, you'll hear from agents in the trenches about a quality of life approach that has given their jobs more meaning and purpose, and led to staggering improvements in retention and satisfaction.​