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ICMI

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  • How Mature is Your CX? Planning for Success in 2019
    How Mature is Your CX? Planning for Success in 2019
    Nate Brown, Cofounder, CX Accelerator; Chris Bauserman, VP, Product Marketing, NICE inContact; Erica Marois, ICMI (moderator) Recorded: Dec 12 2018 62 mins
    Most contact centers operate with the goal of delivering exceptional customer experiences, but how many achieve that objective? Executing on big vision customer experience initiatives is daunting, and if no one "owns" the strategy, it's nearly impossible to attain the desired results. How will your team achieve success in the year ahead? Join us for this can't-miss webinar that will help your organization drive meaningful CX improvements in 2019.

    In this webinar, you will learn:

    * What NICE inContact’s 2018 benchmark survey reveals about 2019 CX priorities
    * What CX maturity means, and why it’s important
    * How to assess your current state of CX maturity
    * How to elevate your level of CX maturity

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • 10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    Jenny Dempsey, Leslie O'Flahavan, Patrick Russell, Erica Marois (Moderator) Recorded: Nov 6 2018 60 mins
    Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.

    In this webinar, you will learn:
    •The top ten ways call centers frustrate customers
    •How to avoid committing common customer service failures
    •How to deliver more seamless and satisfying agent and customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A. Come ready to take notes and ask questions!
  • 5 Contact Center Trends to Watch in 2019
    5 Contact Center Trends to Watch in 2019
    Michael Pace, Erica Mancuso, Darryl Addington, Erica Marois (moderator) Recorded: Oct 17 2018 59 mins
    Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you be proud to report on soaring CSAT scores, transformative process improvements, and unprecedented profits? If you want to set your team up for success in the year ahead, now’s the time to start planning. Join us for this eye-opening discussion on the trends you need to watch as you prepare your contact center for the future.

    In this webinar, you will learn:

    * What AI and Machine Learning will really mean for the contact center, and the practical steps you can take now to ensure smooth implementation

    * How to deliver an employee experience that will attract and retain top talent

    * What’s next for customer experience

    * How digital transformation will impact the contact center in the years ahead
  • How JetBlue Is Putting Humanity Back into the Airline Industry
    How JetBlue Is Putting Humanity Back into the Airline Industry
    Laurie Meacham, Scott Morris, Mike McCarron, Erica Marois (Moderator) Recorded: Oct 4 2018 56 mins
    In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for competitive advantage. But in a rush to be everything to everyone, many companies are overlooking one enduring need of its customers: the desire for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." During this webinar, you'll hear how customer service has set the airline apart in the past, present, and vision for the future. You’ll also learn how companies in any industry can apply lessons JetBlue has learned to deliver more practical, personalized, and delightful service experiences.

    In this webinar, you will learn:
    - How to bring people, process, and technology together to deliver more customer-centric service
    - How to humanize the customer experience
    - How JetBlue leverages customer service as a competitive differentiator

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Get Your Team to Deliver Consistent Service
    How to Get Your Team to Deliver Consistent Service
    Adam Toporek Recorded: Oct 1 2018 32 mins
    Consistency is a common challenge for contact centers and organizations of all shapes and sizes. How do you get employees from different teams, backgrounds, and locations to deliver the same experience? Adam Toporek, author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines, has practical advice to share that will help you elevate the customer experience.

    In this webinar, we will discuss:
    -Why consistency is such an essential component of customer experience
    -Common causes of inconsistent service
    -Basic steps your team can take to deliver a more consistent customer experience

    Invite your team members to join us for this special edition webinar. It's the perfect way to kick off Customer Service Week!
  • Forecasting the Future: Strategies for Long-Term Contact Center Planning
    Forecasting the Future: Strategies for Long-Term Contact Center Planning
    Justin Robbins, Paul Chance, Erica Marois (Moderator) Recorded: Sep 12 2018 59 mins
    With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

    In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

    Attend this webinar to learn about:

    - Designing long-term models for staffing and planning
    - The future of occupancy, service level, and other key WFM metrics
    - Benchmarks and best practices for long-term contact center planning
    - The latest advances in long-term forecasting capabilities
  • Make it Memorable: How to Make the Most of Customer Service Week
    Make it Memorable: How to Make the Most of Customer Service Week
    Adriana Thompson, Todd Hixson, Stephanie Jones, Erica Marois Recorded: Aug 15 2018 44 mins
    Want to show appreciation to your contact center agents, boost morale, and draw attention to the integral role the contact center plays in your organization? Customer Service Week (October 1-5) is the perfect opportunity! And while it may seem far away, October is just around the corner. Need help planning? Whether this will be your first year celebrating Customer Service Week, or your 20th, you don't want to miss this webinar! Join us to hear from three ICMI Global Contact Center Award winners. They'll share their favorite tips for making the most of Customer Service Week, as they arm you with inspiration to plan a memorable celebration for your team.
  • How to Harness the Power of Predictive Customer Journey Mapping
    How to Harness the Power of Predictive Customer Journey Mapping
    Anne Palmerine, Charlie Godfrey, Erica Marois(moderator) Recorded: Jul 18 2018 59 mins
    Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

    Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

    In this webinar, you will learn:

    *How to match the right agent with the right customer
    *How to bring sales, service, and marketing together to enhance the customer experience
    *How leading contact centers are leveraging the latest predictive routing technology

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Empower Agents to Deliver an Effortless Customer Experience
    How to Empower Agents to Deliver an Effortless Customer Experience
    Fancy Mills, Annette Miesbach, Erica Marios (moderator) Recorded: Jun 20 2018 62 mins
    Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

    * Why agent empowerment is prerequisite for a seamless omnichannel customer experience
    * Where to look for disconnects between the service contact centers provide, and the service customers expect
    * How to recognize and remove common barriers preventing agent empowerment

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • How to Improve the Future Strategic Status of Your Contact Center
    How to Improve the Future Strategic Status of Your Contact Center
    Martin Hill-Wilson, Chuck Ingram, Erica Marois (moderator) Recorded: May 16 2018 61 mins
    According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

    In this webinar, you will learn:
    * How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
    * The link between driving strategic value and boosting employee engagement
    * How other contact centers are driving ROI for their business

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