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
  • 606: Unleash Your Customer Experience

    Location:  Asia 4
    Format: 60-Minute Session
    Track: Customer Experience, Future Trends in Customer Service
    Vault Recording: TBD

    Customer expectations for their interactions with your contact center have never been higher—and only continue to grow. This session will reveal how 2016 ICMI Global Contact Center Awards finalist Web.com applied a three-pronged approach to employee engagement, technology, and training to build a customer experience program that delights both customers and agents. This approach enabled them to rethink the customer journey and provide an industry-leading, personalized customer experience. Join us to hear best practices and lessons learned as they initiated strategic process and culture improvements to transform the customer experience. You'll leave with practical, budget-friendly tips you can apply in your contact center.