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
  • 506: UPMC Health Care Concierge Program – Personalized Customer Service

    Location:  Asia 4
    Format: 60-Minute Session
    Track: Customer Experience
    Vault Recording: TBD

    UPMC's well-established Health Care Concierge program starts at the top with the CEO and filters throughout the organization. It's become UPMC's key differentiator in their marketing and customer service. In this session, you'll gain insight into how the contact center plays as crucial role in the customer experience. Find out how by partnering representatives in the contact center with individual members throughout the customer life cycle and across product lines, you can provide personalized service and act as their advocate. Discover how UPMC has been able to increase customer satisfaction and employee engagement while delighting their customers.