Participate in a unique roundtable discussion with executive-level contact center peers, facilitated by Brad Cleveland, Senior Advisor & Former President/CEO of ICMI, and Macklin Martin, Executive Director of Consulting of ICMI.
What: |
Complimentary roundtable discussion with your executive-level contact center peers |
When: |
Tuesday, June 15, 2010
6:30 p.m. – 8:00 p.m.
|
Where: |
Sheraton New Orleans Hotel
500 Canal Street
New Orleans, LA 70130
Meeting Room: Borgne Room (3rd floor)
*Cocktails and hors d’oeuvres will be served. |
Executive Roundtable Discussion Information
Discussion Topic: Contact Center Workforce Management
What is it?
How is it helping you?
How is it helping your customers?
In this intimate and highly interactive forum, we’ll get together to discuss and share ideas on the vitally important topic of workforce management. What is it? What are our organizations and customers getting out of it? How is workforce management changing as customer expectations evolve? What do we need to do now and in the months ahead to get it right?
Suggested agenda is as follows:
- Welcome and introductions (10-15 minutes)
- Summary of recent ICMI Research (15-20 minutes)
- Insights from ICMI’s Workforce Management study
- Key thoughts from ICMI’s latest Workforce Management whitepaper
- Group discussions and sharing. Questions include:
- How can you boost your contact center’s strategic value through your workforce management program? (15-20 minutes)
- What do you need to do at an operational/tactical level to improve customer experiences and deliver higher levels of value? (15-20 minutes)
- Summarize highlights, key points from group discussions (20 minutes)
- Networking
Many ICMI community members and clients in senior leadership roles have asked ICMI to provide networking opportunities for candid dialog with peers. We recognize this kind of sharing and learning among those who have budgetary and strategic level responsibilities is more important than ever!
After completing and submitting this form, we will follow up with you to confirm your participation, as well as address any questions you may have.
