HDI San Diego
Jun
15
11:30 am11:30

HDI San Diego

  • Coleman University

This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to implement in their own organizations.

Webinar: How to Get Your Agents Obsessed with Service
Aug
3
10:00 am10:00

Webinar: How to Get Your Agents Obsessed with Service

Join Jeff Toister, author of The Service Culture Handbook, as he explains what contact centers can do to get their agents obsessed with service. This interactive webinar draws examples from leading contact centers and cutting-edge research to bring you three steps you can implement immediately.


ICMI Book Club Discussion & Signing
May
24
10:15 am10:15

ICMI Book Club Discussion & Signing

  • Walt Disney World Dolphin Resort

Jeff will join us at ICMI Contact Center Expo & Conference for a live book club discussion on Wednesday, May 24 at 10:15 am. He’ll be ready to take your questions, so take notes as you read!

Quick Fixes for Agent Performance Challenges
May
23
2:00 pm14:00

Quick Fixes for Agent Performance Challenges

  • Walt Disney World Dolphin Resort

This interactive session will show you how to use a simple tool to diagnose and resolve common agent performance challenges. You'll leave this session with practical ideas that can be immediately implemented.

Hidden Obstacles to Outstanding Support
May
12
9:00 am09:00

Hidden Obstacles to Outstanding Support

  • Gaylord National Harbor Hotel & Convention Center

Based on extensive research and experience, this highly interactive session reveals five of the hidden, unusual, and even counterintuitive causes of poor support. 

How To Get Your Support Team Obsessed with Service
May
10
11:30 am11:30

How To Get Your Support Team Obsessed with Service

  • Gaylord National Harbor Hotel & Convention Center

Through experiential activities, cutting-edge research, real-life examples, and practical solutions, find out how you can ignite your team’s passion and develop strategies to integrate within your own organization.

How to Get Your Team Obsessed with Service
Apr
24
1:15 pm13:15

How to Get Your Team Obsessed with Service

  • Washington Marriott Wardman Park

The session uses experiential activities to demonstrate how you can ignite your team’s passion too. Cutting-edge research, reallife examples from leading organizations, and practical solutions are shared to help you implement these ideas in your own organization.

San Diego Business Services Alliance
Apr
21
7:45 am07:45

San Diego Business Services Alliance

  • Mintz Levin

Business Owners, CEO’s, Sales Leaders and Marketing Leaders are invited to this complimentary presentation. This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures.

CXPA Chicago
Apr
19
5:30 pm17:30

CXPA Chicago

  • Wire Stone

This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to implement in their own organizations.

MWCCA Event: The Journey to a Customer-Focused Culture
Apr
18
2:30 pm14:30

MWCCA Event: The Journey to a Customer-Focused Culture

  • Surly Beer Hall & Restaurant

Join the Midwest Contact Center Association as we host contact center author and speaker Jeff Toister. You'll receive a free copy of Jeff's latest book, The Service Culture Handbook, learn great methods to create a customer focused culture, and enjoy the amazing atmosphere of Surely Beer Hall & Restaurant. 

Virtual Author Chat with Jeff Toister
Apr
4
10:00 am10:00

Virtual Author Chat with Jeff Toister

The Service Culture Handbook, goes on sale on April 4. Rather than launch the book with a bookstore appearance in one city, this virtual author chat will allow people from all over the country (and around the world?) to join in.

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.