Conference Session at ICMI Expo

Special Encore Session

Do your agents deliver consistent, exceptional customer service?  

Unfortunately, far too many continue to fall short of their potential - even with significant training and coaching. 

Based on extensive research, Jeff Toister reveals five of the hidden, unusual, and even counterintuitive causes of poor customer service. Through a series of experiential activities, you will examine each obstacle in a way that’s both fun and revealing. 

More importantly, you’ll learn to create solutions for overcoming these challenges in your contact center. This ICMI Hall of Fame session has been updated for 2015 with new research and insight.