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
  • 501: Using Quality Management to Improve Customer Experiences

    Location:  Northern Hemisphere E1/E2
    Format: 60-Minute Session
    Track: Foundational Best Practices
    Vault Recording: TBD

    Quality management can be a critical driver in your customer experience strategy. US Bancorp Fund Services is a perfect example—their sound quality management system has enabled their team of over 100 professionals to create the perfect experience for customers, while winning accolades from the National Quality Review and earning U.S. Bancorp the coveted ISO 9001:2008 certification. Come hear how they built their program, which includes controlled, standardized documentation, a corrective action and continuous improvement program, dedicated training, and a senior management team that uses key performance indicators to drive improvement. You'll be inspired to reach new heights with your own quality program.