Re-Cap: 2016 Contact Center Expo & Conference

The 2016 edition of ICMI's annual Contact Center Expo & Conference took place in Long Beach, California last week. An estimated 1,500 participants were in attendance.

It's billed by ICMI as "the highest rated and most trusted Contact Center event in the industry." I've personally attended the past four years and found it to be true. 

The conference is a great opportunity to learn about some of the latest trends that are shaping the world of customer service and contact centers in particular.

This post is a re-cap of some of the conference highlights. 

Conference Overview

You may want to start by familiarizing yourself with the conference if you aren't already. 

I always enjoy reading what people have to say on the Twitter backchannel, #CCExpo16. You don't need to have a Twitter account to view this.

 

Awards

The 2016 Global Contact Center Awards were presented at the conference. This was a great opportunity to highlight top agents, leaders, and teams in the contact center industry. 

The awards were presented at a festive party that gave conference attendees a chance to mingle with the award winners and the finalists. I had a chance to chat with some of the folks from moo.com, who won awards for Best Use of Technology, Best Chat Support, and Best Small Contact Center. It was awesome to see their excitement after getting such well-deserved recognition.

ICMI is already accepting applications for the 2017 awards.

 

Video

If you'd asked me last year about video as a customer service channel, I'd say it didn't seem to have much promise. I now think I was completely wrong.

Video was a growing topic among many attendees. Here are just a few applications I learned about:

Nurses at Kaiser Permanente can use video through a secure app that lets them see patients who call in for advice.

TurboTax users are able to share their computer screen with a support agent, so the support agent can better understand where they're experiencing difficulties. 

And, thanks to video chat, visiting a bank branch may soon be a thing of the past.

The next big shift will be developing proven methods for training contact center agents on the nuances of video-based service. And, we'll need to figure out how to make customers comfortable with it too.

 

Agent Burnout

This was a big concern among contact center leaders. Perhaps it's the nature of the job, but there might be better solutions out there.

That's why I'm doing a study to assess the causes and hopefully find some cures. The survey is running now through May 31, 2016.

If you're a contact center leader, you can benchmark your agents' burnout level against the average. Just drop me a line and I'll get you set-up.

Or, if you just want to take the survey yourself, you can access it here.