ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
Check back frequently, information added daily!
Click on session titles for full session descriptions. All times noted are in EST.
Anna Negri (global burton guide strategist, Burton Snowboards)
Dan Gaillard (Global Burton Guides Training Specialist, Burton)
Location: Java Sea 1
Date: Wednesday, October 18
Time: 4:00 pm - 5:00 pm
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Case Study
Vault Recording: Video
The HomeTown Heroes program at Burton Snowboards aims to boost performance (both quantitative and qualitative) throughout the winter, our busiest time of the year. In this session, Anna Negri and Dan Gaillard will share how they built their gamification program, how they track progress and performance (down to the KPIs they use, improvements in productivity, boosts in quality, etc.), and where they're planning to expand the program (perhaps to the retail staff this coming winter). They'll also pulse the audience to gather feedback and insights on the programs other contact centers are running and how they've affected the agent and customer experience.