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
  • 407: Not Just Fun & Games: Using Improv to Improve Contact Center Training

    Location:  Asia 3
    Format: 60-Minute Session
    Track: Employee Engagement
    Vault Recording: TBD

    Improvisational theater (improv) is the art of unscripted acting games for entertainment, but it has potential well beyond the realm of comedy. This unique session will describe how the AICPA has successfully incorporated improv into their training programs to address issues such as handling escalations, problem-solving, and communication skills. Investing time in improv training for agents has produced measurable results, including a significant drop in new employee turnover and reduced ramp-up time. You'll learn how these concepts were integrated into their existing training program, and get a hands-on demonstration of improv games and resources that you can implement in your own center.