The Journey to a Customer Service Culture
Jul
13
7:30 am07:30

The Journey to a Customer Service Culture

  • Barney & Barney, LLC

This entertaining and informative presentation shares the three essential elements that leading companies use to develop customer service cultures. It incorporates experiential activities, examples from leading companies, and cutting-edge research to help you generate ideas to implement in your own organization.

Jun
23
1:00 pm13:00

Improve Your Agent’s Performance in 983 Simple Steps

It’s absurd to expect anyone to follow a 983-step process, but that’s exactly how it feels for many customers. Join Jeff Toister, Customer Service Expert and one of ICMI's Top 50 Contact Center Thought Leaders, as he and Keith Pearce discuss improving the agent experience to improve the customer experience.

How to Engage and Retain Talented Agents
May
23
11:15 am11:15

How to Engage and Retain Talented Agents

  • Omni Shoreham Hotel

Disengagement has plagued customer service teams for years. It causes chaos and consternation through turnover, absenteeism, and poor performance. This session reveals how to become a customer service super hero who can ward off disengagement once and for all. 

Encore Presentation: Customer Service Surveys Made Easy
May
11
4:30 pm16:30

Encore Presentation: Customer Service Surveys Made Easy

  • Long Beach Convention Center

Encore Presentation! This nuts and bolts session will show you how to easily get a survey program up and running, or improve the one you already have. We'll tackle several common challenges, from choosing the right survey type and writing effective survey questions to increasing your response rate and analyzing your data.

Conference Session: Customer Service Surveys Made Easy
May
11
11:30 am11:30

Conference Session: Customer Service Surveys Made Easy

  • Long Beach Convention Center

This nuts and bolts session will show you how to easily get a survey program up and running, or improve the one you already have. We'll tackle several common challenges, from choosing the right survey type and writing effective survey questions to increasing your response rate and analyzing your data.

Be a Contact Center Super Hero!
Oct
20
11:30 am11:30

Be a Contact Center Super Hero!

  • Rio Las Vegas

This session is a step-by-step guide to engaging and retaining talented agents. Discover proven strategies for improving turnover, absenteeism, poor performance, and other agent disengagement symptoms.

Staff Up! 10 Ways to Hire and Train Faster
Oct
19
8:30 am08:30

Staff Up! 10 Ways to Hire and Train Faster

  • Rio Las Vegas

For most centers, hiring and training new employees represents a significant investment of time and money. What if there was a way to reduce recruiting and training time AND improve results? This dynamic session reveals ten proven ways you can ramp up your staffing levels faster than ever before.

Five Hidden Obstacles to Great Performance
Oct
16
8:30 am08:30

Five Hidden Obstacles to Great Performance

  • ATD Las Vegas / Review Journal

We want to see the people we train achieve peak performance.

This interactive presentation will reveal hidden, unusual, and even counter intuitive performance barriers are lurking in nearly every workplace. You'll gain simple solutions for overcoming each one. 

5 New Secrets to Outstanding Customer Service
Aug
18
4:15 pm16:15

5 New Secrets to Outstanding Customer Service

  • Marriott Marquis

Research reveals opportunities to improve customer service with minimal effort. This session unveils five secrets that elevate customer service and shares cutting-edge research and practical advice for implementing them. This is a Customer Service Experience 2015 conference session.

The Journey to a Customer-focused Culture
Aug
18
10:45 am10:45

The Journey to a Customer-focused Culture

  • Marriott Marquis

Creating a customer-focused culture takes work, dedication, and commitment. Come learn what the secret elite companies know about customer focus, how to motivate employees to embrace the culture, and how to avoid getting off course. This is a CRM Evolution 2015 conference session.

Five More Obstacles to Outstanding Customer Service
May
12
10:00 am10:00

Five More Obstacles to Outstanding Customer Service

There are many obstacles on the path to outstanding customer service. 

Demanding customers, poor products, broken processes, and even our own limitations can get in the way. And, research is uncovering new obstacles all the time.

Tune into this interactive webinar to learn about five more obstacles that can get in our way.

ICMI Expo: High Performance Management **SOLD OUT**
May
4
1:30 pm13:30

ICMI Expo: High Performance Management **SOLD OUT**

  • Walt Disney World Dolphin Resort

Getting the most out your contact center agents is a challenge for every manager. This interactive workshop focuses on the essential skills required to help today’s contact center agents achieve and sustain a high level of performance.

Webinar: Customer Service Trends to Watch in 2015
Jan
14
10:00 am10:00

Webinar: Customer Service Trends to Watch in 2015

What's new in customer service? Join this interactive webinar to find out! Customer service expert Jeff Toister will share some of his latest research. Topics include the leading causes of service failures, why customer service surveys may soon be obsolete, and the real way to motivate customer service employees. 

Five Hidden Obstacles to Great Performance
Dec
10
11:00 am11:00

Five Hidden Obstacles to Great Performance

  • The Lafayette Hotel

This entertaining and informative presentation shares obstacles to great performance. Practical solutions and real-life examples are provided to help participants generate actionable ideas that can be implemented in their own organizations.

Seven New Secrets to Outstanding Customer Service
Nov
3
1:30 pm13:30

Seven New Secrets to Outstanding Customer Service

  • Hyatt Regency Chicago

When it comes to improving contact center customer service, there’s no magic pixie dust that gets results quickly and easily. Or is there? New research reveals there are opportunities to quickly improve customer service with minimal effort.

Turning Data into Action (webinar)
Aug
21
10:00 am10:00

Turning Data into Action (webinar)

Collecting feedback from your customers is the first step in creating a better experience for them, but what comes next? Join us for this live, 1-hour webinar, where customer service expert Jeff Toister will provide an overview of three basic techniques that can be used to analyze the data, gain greater context, and ultimately drive change.

Tackling 5 Hidden Causes of Poor Customer Service
Aug
18
1:15 pm13:15

Tackling 5 Hidden Causes of Poor Customer Service

  • New York Marriott Marquis

Getting employees to consistently deliver exceptional customer service is a challenge for every organization. Through a series of experiential activities, discover these and other obstacles in a way that’s both fun and revealing. 

The Journey to a Customer-focused Culture
May
21
11:30 am11:30

The Journey to a Customer-focused Culture

  • Bahia Corinthian Yacht Club

Most successful companies have one thing in common: a customer-focused culture. Learn the three most important steps to developing this culture from customer service expert Jeff Toister at the Newport Beach Chamber of Commerce Networking Luncheon event on May 21.

Incentive Programs that Drive Performance
May
8
2:30 pm14:30

Incentive Programs that Drive Performance

How do you create a program that is effective, aligned with your business goals, and embraced by your staff? In this panel you’ll hear about creative incentive programs that really work, and gain insight into how they were developed in order to maximize their success.

CXPA San Diego Local Networking Event
Apr
8
5:30 pm17:30

CXPA San Diego Local Networking Event

  • Insurance Companies of the West (ICW)

The Journey to a Customer-focused Culture. This entertaining and informative presentation shares the three essential elements that leading companies use to develop customer-focused cultures.