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
  • Pre-2: The Secrets of Agent Engagement: A Step-by-Step Guide

    • Jeff Toister  |  President, Toister Performance Solutions, Inc.
    Location:  Southern Hemisphere 3
    Format: Half Day Workshop
    Vault Recording: TBD

    We all know that a team of fully committed agents can achieve amazing results, while disengaged employees can lower productivity, increase attrition, and damage customer service. Yet year after year, employee engagement statistics remain stagnant. Combining cutting-edge research, real-life success stories, and opportunities for self-assessment, this highly interactive workshop will give you a practical guide for developing a team of highly engaged agents. You'll learn five reasons why engagement initiatives fail, three essential elements of any agent engagement strategy, and five critical points in the agent engagement cycle.