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Recapping the 2017 ICMI Contact Center Conference - FCR - Blog

Recapping the 2017 ICMI Contact Center Conference

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Joined by my colleagues Ruth McCullen, Valerie Gordon, and more than two thousand contact center professionals, there were many opportunities to network, see cool technology, listen to fantastic keynote addresses, and learn from experts on a wide variety of topics. Rather than overwhelm you with a comprehensive report, I’m just going to bullet point some of my favorite highlights.


I’ve attended a few of these conferences and this year’s lineup of keynote speakers was among the best. Doug Lipp, Shep Hyken, and Chip Bell were incredible. Here are some highlights:

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  • Doug Lipp instantly gained credibility when I learned that he was the longtime Head of Disney University at Disney, a company synonymous with incredible an customer experience. In addition to doing a spot on Donald Duck impression, he talked about the laser focus of Disney cast members on the core values: Safety, Courtesy, Show, and Capacity. The images that will remain in my head from his presentation are that of Walt Disney picking up trash and Snow White kneeling next to a little princess with a disability. It’s incredible what happens when everyone in an organization lives the values — something we should continuously strive for.
  • Shep Hyken & Jeremy Watkin

    Shep Hyken dazzled and entertained us with a variety of magic tricks that I still can’t wrap my mind around. He talked about how we build trust with our customers by delivering a consistent, predictable experience. And this doesn’t have to be a home run on every call, but instead an experience that’s consistently above average every time.

  • Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles. He shared an example of the guest at Disneyland asking a cast member, “What time is the 3 o’clock parade?” Customer service professionals who are focused on delivering a great experience look beyond that question and understand that what the customer is really asking is, “What time do I have to get to the parade to get a good seat for my family and me?”


There were a number of learning tracks at this conference, making it impossible to attend even a fraction of them. That being said, here are my favorite highlights from the sessions I attended.

  • Building an award-winning customer experience – Dan Moross, Director of Customer Experience at MOO gave us an inside look at their operation. In short, they have a refreshingly human approach, completely doing away with IVRs and scripts and focusing on getting customers the help they need quickly and efficiently. Dan said that when they do journey mapping at MOO, they always look for at least one thing their team can do and one thing they can share with the rest of the organization to improve the customer experience.
  • Using improv to improve customer contact center training – Evan Watson from the AICPA shared an incredibly refreshing approach to training where he uses techniques learned from improv classes. He did several exercises with volunteers and had the whole room rolling with laughter by the end of the session. I can recall how nervous I was when I took my first support call and can see how improv can really benefit.
  • Who says quality assurance can’t be fun? – I’m not sure I realized what a hot issue quality assurance is in the contact center. When Nate Brown and Vicki Friece polled the room, just about everyone was “in between” quality forms or unhappy with their current process. They reminded us of the importance of focusing more on coaching and empowering our agents and less on checking boxes on a form.
  • Keeping the rockstars on your team – I didn’t actually get to attend this session but I did get to hear the song Jenny Dempsey performed in her session geared toward finding and keeping the top performers on your customer service team. Give it a listen.
  • FCR’s Valerie Gordon shared how Checkr helped FCR significantly improve the hiring process.

    Better background checks – Valerie Gordon, FCR’s Strategic Talent Acquisition Manager presented alongside Checkr and talked about how they’ve significantly helped FCR streamline the hiring process. The turnaround time for a background check on a new hire has been reduced from 5.5 days to 1.5 days!

  • Bad Bots- I shared the stage with Jeff Toister, Leslie O’Flahavan, and Peter McGarahan to debate the pros and cons of chatbots. I learned about Trim, a bot that can actually lower your Comcast bill on your behalf. We also warned of the dangers of a bot that drones on and on without connecting customers with the solutions they need. Also, don’t fixate so much on chatbots that you overlook artificial intelligence that mostly runs in the background to help customers find the right knowledge base articles or helps agents select the right answers to send to customers.
  • Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories.

    Using A.I.M to tell better stories and move the needle- Finally, I had the opportunity to present with my colleague, Ruth McCullen, FCR’s Director of Client Analytics. We shared a simple model to help leaders tell better stories in their organizations in a way that will have a greater impact. Using a variety of classic stories we talked about knowing who our Audience is and what we want to accomplish, or our Intent. We then practiced using the classic story archetype to build our Message. Here’s an article we wrote that details our presentation a bit more.

Books I plan on reading

I came away from the conference with a couple new books on my reading list:

  • Kaleidoscope: Delivering Innovative Service That Sparkles by Chip Bell
  • Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

Were you at the conference? I’d love to hear what some of your favorite insights were from the week.


Publish Date: June 9, 2017 5:00 AM

2020 Buyers Guide Dialer Solutions

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511


Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

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