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ICMI

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  • 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
  • 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.

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