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
  • 406: Complicated Modern Relationships—Your Brand Identity and Customer Support

    • Sarah Stealey Reed  |  Editor of Relate and Director of Content Marketing, Relate by Zendesk
    Location:  Asia 4
    Format: 60-Minute Session
    Track: Customer Experience, Optimizing Your Workforce
    Vault Recording: TBD

    Like many modern relationships, the marriage between brand identity and customer support is complicated. It's likely that your company takes great pains with brand consistency, but unfortunately, that same care is rarely put into a brand's customer support voice. A hip non-profit appears rote and cold through email or a startup tech company sounds unnecessarily formal over the phone.

    The relationship between customer support and the brand is a symbiotic one. It builds trust, eases tension, eliminates blame, encourages interaction, and instills loyalty. (It's the marriage we all want!) In this session, we'll look at how and why it's important for agents, advocates, and self-service to consistently represent the brand—to share a brand identity. Through Sarah's experience managing contact centers for 18 years, and her time as an editor and researcher, she'll share candid stories and provide takeaways to strengthen your brand-support relationship.