Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference


Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session. You’ll also learn about the worst trouble we’ve ever gotten ourselves into.

Here are the official questions for this week:

Icebreaker Question: What’s the worst trouble you’ve ever been in?

Customer Service Question: What did you speak on at the recent ICMI conference?

We’d love to hear your answers in the comments below. Obviously, most of you probably didn’t speak at the conference. If you attended, we’d love to hear your favorite insight. Finally if you like Jenny’s song, check out this recent post she wrote about it and be sure to download it for yourself.

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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