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Thursday, June 17, 2010 8:30 AM - 5:00 PM
Invest in your coaching and see the impact as customer satisfaction increases!
This one-day, hands-on course will teach ways to build a coaching culture, adapt your coaching style to individual rep styles, and reinforce desirable behaviors through praise. Practice techniques through role playing to address difficult and sensitive coaching situations. Determine your coaching return on investment by measuring the change is customer satisfaction, employee turnover, and overall revenue after implementing ICMI’s COACH model.
You will leave this course ready to implement a proven coaching model as well as the confidence to coach all aspects of agent performance.
Course Topics Include:
- Coaching Culture
- Common Challenges and Solutions
- Career and Skill Path Coaching
- The COACH Coaching Model
- Measuring Success
Linda Riggs
ICMI
Director Of Training And Certification
Linda Riggs is the Director of Training for ICMI. She has a wealth of experience in quality assurance, operations, training, development and instructional design in contact and technical support centers.
She has worked with centers in the fields of banking, finance, insurance, internet, healthcare, military, news, retail, travel and utilities.
Linda has a talent for creating, developing and delivering easy-to-understand customer service, sales, technical and behavioral assessment training.
With an uncanny ability to reach audiences of all levels of learning, regardless of their experience or position within the contact center, Linda’s energy and enthusiasm endears her to her students and promotes an environment conducive to learning.
Linda holds a bachelor's degree and is a U.S. Navy veteran. She is a member of the American Society for Training and Development, and is a certified DISC behavioral styles trainer. She has written several articles for industry publications and is a frequent speaker at industry conferences.
If you have any questions about ICMI’s training, please feel free to contact her.
Thursday, June 17, 2010 8:30 AM - 5:00 PM
Identify what should be measured, why it should be measured, and how to collect the data that counts!
This course will teach you to track metrics that support your contact center strategy, the relationship between those metrics, and how to analysis the accrued data. You’ll gain practical, proven techniques to leverage key findings to identify root causes of inefficiencies and successes within your contact center. Plus, assess the effectiveness of your service delivery across all contact channels.
Learn critical key performance indicators in the following categories; quality, accessibility, efficiency, cost performance, and strategic impact.
You will leave this course with a clear understanding of call center metrics and which measures you should be tracking for your center. Move beyond simple benchmarks to understand how you can set the right goals for your unique contact center.
Course Topics Include:
- Setting Key Performance Indicators
- First Contact Resolution
- Measuring Agent Performance
- Contact Center ROI
- Application of Metrics
Rose Polchin
ICMI
Senior Consultant
Rose Polchin is a senior consultant for ICMI. She brings over 20 years of contact center experience, including five years as an independent consultant and 15 years in contact center leadership roles in the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country’s largest health care laboratory services, Rose’s leadership was instrumental in creating and implementing a common vision, strategy and processes across the company’s multi-site contact center network, which helped establish the contact centers as strategic assets for the business. Rose now continues her commitment to excellence in customer service through her delivery of ICMI seminars and by partnering with customers on key projects. Customers and attendees of her seminars praise her energy, knowledge and dedication to assisting them in creating value for their respective organizations and its customers. Rose is a member of the American Society of Training and Development, and is a certified DISC behavioral styles trainer. She is a popular speaker at seminars and conferences throughout North America, Europe, Australia and New Zealand, and authors articles on key topics for industry publications.
Thursday, June 17, 2010 8:30 AM - 5:00 PM
Recommended for contact center professionals with P&L responsibilities.
As a senior level director or executive, the decisions you make impact your customers, your employees and the broader organization. But given the many variables and tradeoffs you face, which direction is best? Focused on customer experience management, this unique and richly interactive session will help you think through, plan and design customer experiences that boost customer loyalty and maximize business success.
You'll answer key questions, including:
- What are the most critical decisions in designing and delivering services?
- What are the tradeoffs – and compatibilities – between customer expectations and bottom-line results?
- How can you boost both internal efficiency and customer satisfaction?
- How will your decisions impact key stakeholders?
- What’s the best approach for communicating direction and earning buy-in?
In short, you'll leave this hands-on experience with a solid understanding of how to achieve efficiency, profitability and loyalty. And you'll have the know-how you need to make the right decisions and earn the trust and
confidence of your organization.
Macklin Martin
ICMI
Executive Director, ICMI Consulting Services
Macklin Martin is the Executive Director of ICMI Consulting. As a contact center leader with 17 years of contact center industry experience and more than 10 years of consulting experience he has helped drive exceptional customer experiences across the travel, telecommunications and automotive verticals. Drawing on years of experience as an award winning contact center manager, director and vice-president, Macklin’s recent work with ICMI has focused on defining winning strategies for customer growth, operational excellence and outsourcing.
Characterized by his “solution oriented” approach, Macklin integrates people, process and technology into intelligent customer systems that adapt to customer needs across access points. Macklin’s clients have included the US Department of Census, Center’s for Medicare and Medicaid, Toyota, AT&T, AARP and Weight Watchers.
Macklin holds both a Bachelor’s Degree and Masters in Business Administration from Teikyo-Marycrest University. He leads engagements and seminars in Customer Management Strategy and Customer Experience Optimization.
Thursday, June 17, 2010 8:30 AM - 4:30 PM
8:30am – 8:45am: Welcome/Opening Remarks, Scott Murphy, Contact Center Manager, Employees Retirement System of Texas
8:45am – 10:15am: Find the Time to Let Your Leaders Lead - Moving from Task Masters to Creative Coaches, Mary Murcott, President, Performance Transformations
At the end of yet another ten-hour day, have you ever wondered if you simply have too much to do? Or… is it that you’re just not organized enough? Many call center managers spend two to three hours per day handling email, and another two to three hours in meetings. So when are you going to find time for the most important leadership activity – coaching and people development? It is no wonder many supervisors and managers are working through breaks and lunch and running from meeting to meeting just to keep up. This session will address the tremendous pressures small call center managers face, and provide techniques for managing your day-to-day more effectively. Many participants report reducing their email time from three hours to 45 minutes per day!
10:15am – 10:30am: Break
10:30am – 12:00pm: Help Your Small Call Center's Passion & Culture Shine!, Joy Hussey, Customer Service Manager, Hot Topic, Inc.
Ever dream of a call center in which the team exudes as much passion as you? Feel like your center doesn't have the money, technology, time or even the right people to accomplish this? Join us to hear how Hot Topic, Inc. has implemented simple, inexpensive and creative ideas to develop a team of passionate Gen Yers to consistently exceed the customer's expectations, improve employee satisfaction and contribute to the company’s culture.
12:00pm – 1:00pm: Lunch
1:00pm – 2:30pm: Think Your Call Center is Too Small to Launch a Work At Home Program? Think Again!, Scott Murphy, Contact Center Manager, Employees Retirement System of Texas
The benefits of implementing a work-at-home program are widely recognized these days, but often small centers consider this model is out of reach. This case study will prove that it’s not! The Employees Retirement System launched their work at home program in November 2008 and it currently comprises 40% of their workforce. Learn why this small governmental agency decided to create a work at home program, and how they have benefited from it. In addition to hearing about the technical requirements, you’ll get tips on overcoming the obstacles, such as management buy-in, justification, and ROI. You’ll also learn about the impact to employee morale, productivity, and attendance. This will be a highly interactive session, and attendees will be encouraged to share their experiences, challenges, successes and failures.
2:30pm – 2:45pm: Break
2:45pm – 4:15pm: "Big Ideas for Small Centers" Support Group (Knowledge Exchange Discussion)
Here it is… your chance to share ideas and approaches in a structured discussion with peers from other small call centers. We'll facilitate, but the floor is all yours, and the discussion will go wherever the group takes it. Sure to be chock-full of innovative ideas, you’ll leave with practical ideas you can implement immediately in your center.
4:15pm – 4:30pm: Closing Remarks
