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ICMI

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  • The Future Is Here: What You Need to Know About Machine Learning and AI
    The Future Is Here: What You Need to Know About Machine Learning and AI Esteban Kolsky, Barry Givens, Erica Marois (moderator) Recorded: Apr 18 2018 62 mins
    While recent research shows that only 41% of customers prefer to contact companies via traditional “voice” channels, contact centers are still managing most customer interactions over the phone. Perhaps that's why 39% of customers would rather clean a toilet than reach out to a contact center? The good news: technology is making it easier than ever to understand customers and serve them more efficiently and effectively in their channel of choice. AI and Machine Learning are no longer futuristic concepts; when leveraged correctly, you can ensure more timely, relevant, and personalized service. The future is now. Are you ready?

    In this webinar, you will learn:
    * How to prepare for an AI implementation (IT, pperations, and knowledge management considerations)
    * How AI can enable more personalized, consistent, and conversational service
    * How AI can drive down the cost per contact
    * How other organizations are using AI to improve the customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • The Role of the Contact Center in the Customer Experience
    The Role of the Contact Center in the Customer Experience Nate Brown Recorded: Mar 21 2018 33 mins
    What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead. You'll learn how to gain the buy-in you need to move your CX initiatives forward, how to find opportunities for quick wins, and how to leverage customer feedback to generate revenue. Bonus: attendees will gain free access to Nate's newly released CX Primer tool.
  • How to Make the Most of Your CX Metrics Using the Voice of the Customer
    How to Make the Most of Your CX Metrics Using the Voice of the Customer Amber Krueger, Nick Stenberg, Sid Banerjee, and Erica Marois (moderator) Recorded: Feb 22 2018 60 mins
    Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.

    Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.

    In this webinar, you will learn:
    * How to use the data you already have to identify actionable areas for improvement
    * How to refine your dashboards and measure what really matters to customers
    * How to better analyze, measure, and correlate your customer data

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • WFM Techniques for Controlling Costs and Improving Productivity
    WFM Techniques for Controlling Costs and Improving Productivity Justin Robbins, Yohai West, Erica Marois (moderator) Recorded: Feb 8 2018 63 mins
    Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

    In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

    Attend this webinar to learn:

    * Findings from ICMI’s latest research on intraday WFM
    * Best practices for reforecasting and schedule planning
    * Tips for handling PTO requests, schedule changes, and unforeseen events
    * How to combat lost productivity and high forecast variances
  • How to Hire for Culture Fit
    How to Hire for Culture Fit Jeff Toister, Erica Strother (Moderator) Recorded: Jan 18 2018 57 mins
    Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister will share a practical guide for hiring agents who fit with your contact center culture. He will also reveal how to better integrate training and recruitment so you can retain your best agents.
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Wil Patterson, Nicole Sult, Justin Robbins (Moderator) Recorded: Dec 7 2017 61 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers


    By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
  • Stop Wasting Their Time! 5 Ways to Ease Customer Frustration
    Stop Wasting Their Time! 5 Ways to Ease Customer Frustration Art Schoeller, Brendan Dykes, Megan Selva (moderator) Recorded: Oct 19 2017 54 mins
    2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

    Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

    In this webinar you will learn:
    * How to train and empower agents to ease the customer experience
    * Why omnichannel service impacts the whole business, not just the contact center
    * How to enable better collaboration between the contact center and other departments
    * How the right technology can enable a better omnichannel experience for both agents and customers

    Join us for an interactive and informative hour, complete with audience Q&A.
  • 4 Customer Service Success Stories (and What You Can Learn from Them)
    4 Customer Service Success Stories (and What You Can Learn from Them) Brian Leeson, Claudia Hawkins, Evan Watson, Michelle Williams, and Erica Marois (moderator) Recorded: Oct 5 2017 47 mins
    Ready to be inspired? Join us for this unique Customer Service Week webinar with four award-winning contact centers. This presentation will celebrate the achievements of our industry, while arming you with a few tips and tricks to try in your center.

    Whether social media is your top challenge or you’re looking for innovative ways to train agents, this webinar is for you!

    Attend this webinar to learn:

    * How Alberta Pensions Services made significant changes to make life easier for agents and customers
    * How the Dorel Juvenille customer care team is using social media in creative ways
    * How to leverage improv techniques to better train contact center agents
    * How the Whirlpool contact center drives strategic value for their business

    Join us for this interactive hour, complete with live audience Q&A. Invite your team members and make it a lunch-and-learn!
  • Your CRM Isn't a Silver Bullet: Customer Engagement Strategies That Work
    Your CRM Isn't a Silver Bullet: Customer Engagement Strategies That Work Julie Mohr, Marie Ruzzo, and Erica Marois (moderator) Recorded: Sep 14 2017 60 mins
    With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace.

    Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. Businesses need a more robust strategy to connect and keep pace with the new era of customer engagement.

    In this webinar, we discuss how to:

    * Create personalized experiences to engage customers on a new level
    * Leverage AI to deliver exceptional customer support
    * Empower agents to support more complex interactions and retain customers
  • Empower Every Agent to be Your Best Agent
    Empower Every Agent to be Your Best Agent Justin Robbins, Amy Millard Recorded: Aug 25 2017 59 mins
    Smartphones, tablets, and wearable technology all make life more convenient, but when one thing goes wrong in our “World of Connected Things”, it can be a nightmare for consumers and support teams.

    Today’s customers want easy and immediate solutions to their problems. Contact center managers and agents are under increased pressure to achieve first contact resolution and lower cost per contact, all while lowering handle time and improving customer satisfaction. This can feel overwhelming, but with the right training, processes, and technology it doesn’t have to be so stressful!

    ICMI Senior Analyst Justin Robbins will reveal today’s biggest challenges for multichannel contact center agents, and Amy Millard, VP Marketing, Support.com will share how you can take your support to the next level by optimizing live customer support interactions. Plus, you’ll learn how to simplify and transform both the agent and customer experience.

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