ICMI Contact Center Expo features 75+ sessions

Global Response is Exhibitor 521 in Expo Hall, and an ICMI Awards finalist

The ICMI Contact Center Expo is coming to the Fort Lauderdale area soon – the conference is at the Diplomat Beach Resort, May 13-16 – essentially right in Global Response’s back yard. In addition to tours and outstanding keynotes, which were the topic of a previous Global Response blog, there are more than 75 sessions during the show covering cutting-edge topics and best practices.

You can find Global Response, the Brand Contact Centers, exhibiting at ICMI’s Expo Hall – at Exhibit 521 – which is open Monday, May 13 from 5:15 p.m. to 7:15 p.m.; Tuesday, May 14 from 10 a.m. to 2 p.m.; and Wednesday, May 15 from 10 a.m. to 1:30 p.m. The team is also looking forward to the Awards Party on May 14, when ICMI Awards program finalists will be celebrated and category winners will be selected. The Margate-based call center had the honor of being named finalist in the Best Outsourcing Provider category.

The Expo is put on by the International Customer Management Institute (ICMI), which describes itself as the leading provider of resources for customer management professionals who wish to improve customer experiences and increase efficiencies at the contact center. ICMI is organized by UBM, a leading B2B information services group and event organizer.

Sessions to see at the Expo

Some of Global Response’s top picks of sessions at the ICMI Expo include:

  • Transform your contact center into an insight center. Tuesday. This session looks at esurance’s successful transformation to an “insight center,” seen as “delivering critical data and perspective,” from a “necessary evil.” The change was made through the use of artificial intelligence and a transformational leadership approach. Matthew Dixon, chief product and research officer, Tethr; Timothy Donchez, continuous improvement director, Lutron Electronics Co. Inc.
  • The journey to a customer-focused culture. Tuesday. Looking to create a customer-focused culture in which your agents are obsessed with customer service? This session uses examples from top companies and research to help put together the strategy to build that culture. Jeff Toister, president, Toister Performance Solutions Inc.
  • Empowering agents through automation. Tuesday.  Best practices for managing the change in agent responsibilities as they work more often alongside artificial intelligence and chatbots for more autonomy, as well as deal with more complex customer challenges. Cindy Garrett, director, West Monroe Partners; John Sprunger, senior technical architect, West Monroe Partners.
  • Faster than the speed of math! High-growth capacity planning at Hulu. Wednesday. Learn how Hulu has grown from fewer than 200 agents to a future with more than 2,000. The culture has produced “hulugans that are seriously engaged and still looking to grow.” Todd Hixon, capacity manager, Hulu; Nicholas Solomon, senior manager capacity planning and partner management, Hulu.
  • Five things you should stop writing to your customers right now. Wednesday. Tired writing can hurt your communications with customers. This session offers fresh, genuine words to use instead and that will give you wins with your customers. Leslie O’Flahavan, owner, E-WRITE.


Hope to see you at the Expo

Hope you take advantage of plenty of sessions and Expo events. Perhaps the Global Response team will have a chance to meet you at Expo Hall Exhibit 521 or at the Awards Party, where Global Response and other finalists will be feted.

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