Here's What's Available for FREE in and Around the Exhibit Hall
Expo Hall Hours
Tuesday, June 15 |10:00am – 2:30pm, 4:30pm – 6:30pm
Wednesday, June 16 |10:00am – 2:00pm
TUESDAY, JUNE 15
SWPP Regional Meet
Tuesday, 7:30am - 8:45am
Location: Borgne Room (3rd floor)
Calling all Workforce Managers! Don’t miss this meeting designed especially for you! Join the Society of Workforce Planning Professionals (SWPP)
to network with your peers and discuss the issues of the day. Onsite registration is available at the meeting room.
Keynote Presentation - High Performance Climb®
Tuesday, 8:30am - 10:00am
John Foley, Former Lead Solo Pilot for the Blue Angels and Owner, CenterPoint Companies
Location: GRAND A/B/C BALLROOM (5th floor)
In this inspiring keynote, John Foley draws upon his experience as Lead Solo of the Blue Angels to describe how to achieve substantially higher levels of
performance. Hear his simple, systematic, yet exciting approach for how to develop the clarity, focus, commitment, and trust that are necessary to
achieve ever-higher levels of performance. Click here for full description.
The Path to Your Customer Service Nirvana
Tuesday, 10:15am – 11:00am
Rich Caballero, VP CRM Service Products, Oracle
SPONSORED BY
Location: Maurepas Room (3rd floor)
What is your organization's vision for customer service? Most companies view ultimate “success” as providing customers with a convenient, consistent, and personalized experience. And at the same time, they would admit this is an aspiration versus current reality. But just like Rome wasn’t built in a day, neither are great customer service organizations. In most cases, however, today’s great customer service organizations didn’t start out that way. In this presentation, Rich Caballero, VP of CRM at Oracle, will outline the specific steps you can take to move closer to delivering customer service nirvana. He will also share the perspectives of companies like yours from around the globe that have successfully transitioned their contact centers to the next level of customer service sophistication. In the process, they have created passionate and loyal customers.
This session will conclude with a drawing for a $100 American Express Gift Certificate!
Operational Efficiency through Workforce Optimization
Tuesday, 1:30pm – 2:15pm
Matthew Storm, Director of Americas Marketing, NICE Systems
SPONSORED BY
Location: Maurepas Room (3rd floor)
Many factors can increase your contact center’s average handle time: agent knowledge gaps, ineffective processes, needless transfers and much more. How do you identify these drivers and act upon them in a timely manner? Learn how call-topic analysis, call-part analysis, desktop analytics and workforce management all play a key role in capturing your customer's intent, matching that intent through precision insight and then impacting Customer Dynamics by driving operational efficiency.This session will conclude with a drawing for a $100 American Express Gift Certificate!
Super Bowl Tailgate Reception in the Exhibit Hall
Tuesday, 5:00pm-6:30pm
Location: Borgne Room (3rd floor)
The Saints won the Super Bowl and New Orleans has the winning spirit! This reception provides the perfect opportunity for you to mingle with
colleagues in a relaxed environment while browsing contact center solutions from our top industry vendors.
WEDNESDAY, JUNE 16
Keynote Presentation - Fascinate! The Seven Secret Triggers of Persuasion and Influence
Wednesday, 8:30am - 9:30am
Sally Hogshead, Speaker, Author, and Brand Innovation Consultant
Location: GRAND A/B/C BALLROOM (5th floor)
Why are you captivated by some people, but not others? How do certain leaders convince you to change your opinion, yet others go ignored? Why
do you vividly remember some events, while most get filed into your mental spam filter? The answer: Fascination. In this remarkable presentation, Sally Hogshead will reveal why fascination is your new weapon in the battle for the attention of your boss, your employees... even your customers. Click here for full description.
Relieving Contact Center Pressure: How Communications Solutions Can Streamline Operations and Improve Sales and Service Delivery
Wednesday, 10:15am – 11:00am
Lori Bocklund, President, Strategic Contact
SPONSORED BY
Location: Maurepas Room (3rd floor)
Every interaction is an opportunity to do more for your customers and your company. Yet many contact centers struggle to take the right steps toward improving cost efficiency, optimizing operational effectiveness, and creating positive revenue impact. In this session, contact center expert Lori Bocklund will discuss some of the major sources of contact center pressure - both internal and external to the organization. She will then provide valuable insight as to how hosted, intelligent, proactive communications solutions can help contact centers relieve that pressure and take the next step to efficient and effective operations and differentiate sales and service delivery.
You’ll learn:
• Specific advantages that hosted solutions can provide IT and business users under pressure
• Examples of how companies can leverage communications technology to decrease inbound call volume, boost agent productivity, collect and sell more, and other benefits
• How to assess your own organization’s opportunity to leverage intelligent, proactive communications technology
This session will conclude with a drawing for a $100 American Express Gift Certificate!
A Juggling Act: Best Practices for Handling the Growing Demands on Your Contact Center
Wednesday, 12:45pm – 1:30pm
Bassam Salem, Senior Vice President, Professional Services, inContact
SPONSORED BY
Location: Maurepas Room (3rd floor)
Today’s contact center can feel like the world’s greatest juggling challenge. As if phone calls, chat, email and faxes weren’t enough to handle, contact centers are now responsible for such challenges as setting strategy around the social media explosion, handling a growing number of customer contact channels and facing an ever more sophisticated customer. At the same time, contact centers are still accountable for balancing three competing business goals: 1) increasing the lifetime profitability of each customer; 2) creating brand loyalty and retention through a world class customer experience; and 3) minimizing the operational cost of the contact center. In this session, you’ll learn specific best practices that will enable you to lead your business in the face of today’s challenges, as well as measure your performance against and balance the demands of the modern contact center.
This session will conclude with a drawing for a $100 American Express Gift Certificate!
Multi-Day Activities
Passport to Prizes
Tuesday and Wednesday during exhibit hall hours
If you don’t play, you can’t win! Be a winner – return your Passport (stamped by each participating exhibitor) to the ICMI Booth 501 by 1:30pm on Wednesday, June 16. Drawing for all prizes will be held on the left side of the show floor at 1:45pm. YOU MUST BE PRESENT TO WIN! Prizes will include THREE Apple iPads, TWO iPod touches, TWO flip video cameras, a Garmin GPS, and more!
Ask the Experts
Tuesday and Wednesday during exhibit hall hours - Booth 401
ICMI Consulting presents ‘
Ask the Experts,’ a complimentary 30-minute, one-on-one session with a veteran ICMI consultant to talk about anything you wish. These esteemed experts have worked with some of the most prestigious, complex contact center organizations in the world. They are truly experts in everything involving contact center and customer experience. Schedule your appointment today for this unique and exciting opportunity!
Contact Center Cartoon Exhibit
Tuesday and Wednesday during exhibit hall hours - Front, left side of show floor
"Draw" your attention to this exciting exhibit hall favorite! Featuring some of the best contact center-themed cartoons from the world's leading cartoonists, this fun exhibit also offers you the chance to vote for your favorite print and enter a raffle to win the cartoon for your office!
Entrance to the exhibition is free for pre-registered, qualified attendees.
