At ICUC, we cover what matters most to inContact users. Our breakout sessions combine practical industry knowledge and tested solutions with in-depth exploration of trends and real user stories. This is how you’ll learn what drives results—from a range of approaches and relevant areas—and will walk away with practical tools for transforming and leading your contact center. ICUC’s many breakout sessions are organized by tracks that address the specific needs of various contact center roles and organizational levels.
Note: All breakout sessions are open and do not require session registration.
Transform your contact center from an expense to a strategic asset and source of competitive advantage. Join us as we explore new ideas and approaches that will help you “win every interaction” across the customer journey and achieve your customer experience (CX) goals.
Learn new ways to engage and develop your team while also meeting the needs of all stakeholders: your organization, your agents and your customers. These sessions will be the start of exchanging ideas and insights with your peers so that you can return to work with fresh perspective on using current processes for success.
Today’s empowered customers expect seamless, consistent interactions across all channels. Learn how to “win every interaction” with the latest tips and tricks from your peers on inContact ACD/IVR, Personal Connection, Studio, and My Agent eXperience ™ (MAX).
Delivering an outstanding customer experience requires an engaged, empowered team – on call at the right time. Hear how your colleagues get the most from their teams and inContact Quality Management, Workforce Management, and inView™ Performance Management.
Contact center teams cannot afford to work in silos and still meet their customer experience goals – and neither can their data and software. Learn how to gain deeper insights on CX and performance with expert talks on Analytics, Reporting, Voice-as-a-Service, plus pre-built and custom 3rd party integrations via open APIs.
Being a new customer of inContact, ICUC this year was a very welcoming experience for us. The educational sessions allowed me to understand what the platform can do and the capabilities of it in a broader perspective than how we are doing it today.