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
  • 404: Rolling Out Live Chat - Strategies for Success

    • Dave Dyson  |  Sr. Customer Service Evangelist, Zendesk
    Location:  Southern Hemisphere 4/5
    Format: 60-Minute Session
    Track: Omnichannel Best Practices
    Vault Recording: TBD

    Live chat allows you to communicate with customers in an immediate way that's shown to result in high satisfaction and increased purchasing. But rolling out this new channel can be intimidating—and challenging. This illuminating case study will describe Zendesk's recent journey to introduce chat support to their Trial and Enterprise customers. They'll share details of the planning and execution, including staffing, training, measuring success and ensuring ideal customer experience. If you're looking to launch chat support, the insights you gain from their best practices and lessons learned will be invaluable to your success.