Calendar of Events

Event List Calendar

September 25, 2017

ICMI Contact Center Demo – Las Vegas, NV

Your Future Contact Center Is Here!

Within nearly every organization, the contact center is increasing in importance. With that, so does the pressure to improve customer and employee engagement, elevate satisfaction, utilize data better, and deliver results on their organization’s mission and bottom line. Attending ICMI Contact Center Demo will empower you with the knowledge, tools, and resources to achieve and exceed today’s expectations, as well as the future expectations of your contact center. It’s where contact center professionals belong!

The Six 2017 Learning Tracks Include:

Boost Your Culture – Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.


Maximize Productivity – Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.


Elevate Your Leadership – Best practices from industry frontrunners to help lead your team to success.


Optimize Technology – Approaches to select and implement contact center solutions that will optimize performance.


Drive Customer Success – The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.


Achieve Metrics Nirvana – Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.

Download the program at

Start: September 25, 2017
End: September 27, 2017
Venue: Mandalay Bay
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3950 S Las Vegas Blvd, Las Vegas, NV, United States, 89119

September 27, 2017

Web Seminar — An Update on the State of WFO in the Cloud

An Update on the State of Workforce Optimization (WFO) in the Cloud
Wednesday, September 27, 2017
12:00-1:00 PM ET

Just as most forms of software are migrating to the cloud, so is contact center software. In this webinar, well known industry analyst Paul Stockford of Saddletree Research will present some of his new findings on use and plans for WFO in the cloud based upon a survey of contact centers just completed in August. Learn about the primary motivators for moving to the cloud, how buying attitudes are changing, and what might be a low risk path to a complete cloud contact center.  Jeff Whitt of Aspect Software will follow with an overview of Aspect’s perspective on the cloud contact center and how Aspect Via WFM is delivering on the promise of the on-premises feature set in an Amazon Cloud SaaS environment. Don’t miss this webinar if you are seriously considering a cloud contact center.

Presenters:  Paul Stockford, President and Chief Analyst, Saddletree Research, & Jeff Whitt, Solutions Strategist, Aspect

Click here to register:

Start: September 27, 2017 11:00 am
End: September 27, 2017 12:00 pm
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United States

September 28, 2017

Sacramento Area SWPP & QATC Regional Meeting

Join us for the Sacramento area SWPP & QATC Regional Meeting on Thursday, September 28, 2017 from 1:00-5:00 p.m. at the Blue Shield of California call center located at 3300 Zinfandel Dr. in Gold River, CA 95760.

For more information, go to

Start: September 28, 2017
End: September 28, 2017
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United States

October 11, 2017

Fundamentals of WFM Web Series: Signs of Success: Metrics and Measures of WFM Performance

Signs of Success: Metrics and Measures of WFM Performance

Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to measure and report the numbers. See measurement case studies, along with best practices for defining WFM metrics.

Seminar attendees will learn to:

  • Identify the four components of WFM success.
  • Calculate results with three different approaches.
  • Apply the analysis steps to sample data.
  • Define customer and employee satisfaction metrics.
  • Identify specific questions to gauge satisfaction with the WFM team.


Click here for more information or to register:

Start: October 11, 2017 1:00 pm
End: October 11, 2017 2:30 pm
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United States

October 19, 2017

Salt Lake City SWPP/QATC Regional Meeting

Join us for the Salt Lake City, UT area SWPP & QATC Regional Meeting on Thursday, October 19 from 8:30 a.m.-12:30 p.m. at the IHG Call Center located at 1275 W. 2240 S., in Salt Lake City.

For more information or to register, go to

Start: October 19, 2017
End: October 19, 2017
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United States

October 26, 2017

Boston Area SWPP & QATC Regional Meeting

Join us for the Boston area SWPP & QATC Regional Meeting on Thursday, October 26 from 8:30 a.m.-12:00 p.m. at  the Blue Cross Blue Shield of Massachusetts call center located at 25 Technology Place in Hingham, MA.

For more information, go to



Start: October 26, 2017
End: October 26, 2017
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United States

November 13, 2017

ICMI Symposium — Orlando, FL

ICMI Contact Center Symposium – Orlando, FL

November 13-16, 2017

Transformative training for contact center leaders.

The gold standard in contact center training will supercharge your career and solidify your organization’s success. Customize your learning with several courses offered through one- to four-day training passes and get unprecedented networking access to instructors, innovators, and influencers.

Start: November 13, 2017
End: November 15, 2017
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United States

November 16, 2017

The Customer Service Summit

The Customer Service Summit

November 16-17, 2017
New York, New York

The Customer Service Summit (November 16-17, New York);

Returning for a seventh year to New York in November 2017, The Customer Service Summit will again bring together an unrivalled list of major brand leaders to guide you into the future of customer care and social media customer service.

Hear from leaders at Samsung, JetBlue, Microsoft, Verizon, Twitter, Symantec, L’Occitane en Provence, Alaska Airlines, Wells Fargo, New York Jets, Rogers and gain actionable insight into 2018’s biggest challenges and opportunities:

  • Effortless Resolution: Boost satisfaction by achieving effortless in channel resolution – fully embed social, community, chat and messenger into your contact center operations
  • Personalization at Scale: Befriend your customer with a bespoke experience – Desilo your data and equip your agents with the knowledge and context to understand every customer
  • Proactive Support: Solve issues before they become complaints – Nurture and inform a self-servicing online community to reduce incoming volumes and create brand advocates
  • Future Technologies: AI, Bots and messenger are revolutionizing support, but you still need to navigate a minefield of implementation issues. Hear real-world examples from brand leaders

Visit or contact for more details.


Use this SWPP Discount Code for a $200 discount to this event:  SWPP200


Start: November 16, 2017
End: November 17, 2017
Venue: Marriott Brooklyn Bridge
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New York, NY, United States
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