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.
Scott Thomas (Senior Partner, Proponisi)
Beverly Cunningham (Learning & Development Leader, Conduent)
Date: Thursday, October 19
Time: 11:30 am - 12:30 pm
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Session
Vault Recording: TBD
In this session, Scott Thomas and Beverly Cunningham will share their experience with the power of nano-coaching and its impact on contact center performance. Together, Scott and Beverly will explore how small, frequent bursts of coaching can increase engagement, boost productivity, and become a cornerstone of customer excellence in your contact center. They will discuss the human element of coaching, how it can drive better performance among your agents, and how AI technology can play a role in supporting or detracting from effective coaching practices.
Drawing on real-world case studies and scenarios, Scott and Beverly will examine how nano-coaching has already transformed contact center coaching practices and explore how you can leverage technology to enable nano-coaching in your organization. You'll come away from this session with the practical tools and strategies you need to implement nano-coaching in your contact center. Be prepared to participate in lively discussions and interactive exercises as Scott and Beverly explore the power of nano-coaching together!