Wrapping Up Another Successful ICMI Conference
We were so busy at the recent ICMI Contact Center Demo and Conference in Long Beach, California, we didn’t even have time to see the Queen Mary, docked just a short distance away.
But that’s not surprising when we’re gathered with thousands of contact center industry professionals, discussing what’s new in the industry, and helping managers realize the benefits of automated workforce management, particularly when it’s delivered via the cloud.
As always there were a number of sessions related to managing technology, operations and personnel, as well as fresh ideas for better strategy and leadership. There were also sessions on managing smaller contact centers with less than 50 agents.
We had several discussions with managers at these smaller centers, who were looking for ways to achieve more accurate forecasts and schedules than what they were getting from spreadsheets. We offered demos of Monet WFM Live – Workforce Management in the Cloud, and they were always impressed by its capabilities. But was it worth the investment for a smaller business? We showed them how ROI could be achieved much more quickly with the cloud delivery model, and how they would never have to pay for another software update, as they would always be implemented automatically at no cost.
If you missed this year’s ICMI event, we hope to see you at the next one this fall, or at Contact Center Week next month in Las Vegas. Don’t miss these opportunities to find out more about new technology, new customer engagement channels, and new ways to recruit and train agents.
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