ICMI Contact Center Expo Conference 2017 Schedule Builder
View, browse and sort the 20I7 ICMI Contact Center Expo & Conference sessions by pass type, track, and format. With Contact Center Expo & Conference Session Scheduler, you can build your schedule in advance and access it during the show via export or with the Mobile App.
PLEASE NOTE: Using this schedule builder is for convenience only and does not register you or guarantee a seat. Pre-registration is required for Workshops and Site Tours which are selected during the registration process.
- Monday | 6:30am
- Monday | 7:00am
- Monday | 8:30am
- Monday, 8:30am - 12:00pmLocation: Northern Hemisphere E3/E4Brad Cleveland (ICMI)Format: Half Day WorkshopMonday, 8:30am - 12:00pmLocation: Southern Hemisphere 3Jeff Toister (Toister Performance Solutions, Inc.)Format: Half Day WorkshopMonday, 8:30am - 12:00pmLocation: Southern Hemisphere 4/5Lori Bocklund (Strategic Contact)Format: Half Day WorkshopMonday, 8:30am - 5:00pmLocation: Northern Hemisphere E1/E2Rose Polchin (ICMI)Format: Full Day Workshop
- Monday | 1:30pm
- Monday, 1:30pm - 5:00pmLocation: Northern Hemisphere E3/E4Gina Szabo (ICMI)Format: Half Day WorkshopMonday, 1:30pm - 5:00pmLocation: Southern Hemisphere 3Maureen Russolo (E Source), Laura Grimes (ICMI), Dennis Crumb (optimalCX Solutions)Format: Half Day WorkshopMonday, 1:30pm - 5:00pmLocation: Southern Hemisphere 4/5Dr. Rick Goodman (STA Consulting, Inc.)Format: Half Day Workshop
- Monday | 5:00pm
- Monday | 5:30pm
- Monday, 5:30pm - 5:55pmLocation: Expo HallPaul Chance (NICE)
- Monday | 6:05pm
- Monday, 6:05pm - 6:30pmLocation: Expo HallBaker Johnson (Serenova)
- Tuesday | 7:00am
- Tuesday | 8:00am
- Tuesday, 8:00am - 10:00amLocation: Pacific Ballroom BCDoug Lipp
- Tuesday | 8:15am
- Tuesday, 8:15am - 8:35amLocation: Pacific Ballroom BCTim Rauschenbach (Herff Jones, a Division of Varsity Brands)
- Tuesday | 10:15am
- Tuesday, 10:15am - 10:40amLocation: Expo HallBrian Spraetz (incontact)
- Tuesday | 10:50am
- Tuesday, 10:50am - 11:15amLocation: Expo HallKhalida Jarbou (ForeSee)Tuesday, 10:50am - 11:15amLocation: Expo Hall
- Tuesday | 11:30am
- Tuesday, 11:30am - 12:30pmLocation: Northern Hemisphere E1/E2Lori Bocklund (Strategic Contact)Format: 60-Minute SessionTrack: Foundational Best PracticesTuesday, 11:30am - 12:30pmLocation: Northern Hemisphere E3/E4Vickie Friece (Meta Payment Systems, A Division of MetaBank), Nate Brown (UL)Format: 60-Minute SessionTrack: Future Trends in Customer Service, Contact Center MetricsTuesday, 11:30am - 12:30pmLocation: Southern Hemisphere 3Jim Thomsen (Sign-Zone)Format: 60-Minute SessionTrack: Optimizing Your Workforce, Customer ExperienceTuesday, 11:30am - 12:30pmLocation: Southern Hemisphere 4/5LESLIE OFLAHAVAN (E-WRITE)Format: 60-Minute SessionTrack: Omnichannel Best Practices, Employee EngagementTuesday, 11:30am - 12:30pmLocation: Asia 5Bob Furniss (Bluewolf)Format: 60-Minute SessionTrack: Contact Center Metrics, Foundational Best PracticesTuesday, 11:30am - 12:30pmLocation: Asia 4Michael Pace (The Pace of Service)Format: 60-Minute SessionTrack: Customer Experience, Omnichannel Best PracticesTuesday, 11:30am - 12:30pmLocation: Asia 3Dustie Mercer (Renaissance)Format: 60-Minute SessionTrack: Employee Engagement, Foundational Best Practices
- Tuesday | 12:00pm
- Tuesday | 1:15pm
- Tuesday, 1:15pm - 1:40pmLocation: Expo HallTara Griffin (Genesys)
- Tuesday | 2:00pm
- Tuesday, 2:00pm - 3:00pmLocation: Northern Hemisphere E1/E2Tim Montgomery (Alamo City STAT)Format: 60-Minute SessionTrack: Foundational Best Practices, Optimizing Your WorkforceTuesday, 2:00pm - 3:00pmLocation: Northern Hemisphere E3/E4Sarah Nagel (Sprout Social)Format: 60-Minute SessionTrack: Future Trends in Customer ServiceTuesday, 2:00pm - 3:00pmLocation: Southern Hemisphere 3Michele Rowan (Customer Contact Strategies)Format: 60-Minute SessionTrack: Optimizing Your Workforce, Future Trends in Customer ServiceTuesday, 2:00pm - 3:00pmLocation: Southern Hemisphere 4/5Morgan Perez (ResMed), Craig Wilson (Genesys)Format: 60-Minute SessionTrack: Omnichannel Best PracticesTuesday, 2:00pm - 3:00pmLocation: Asia 5Dan Grawe (Transamerica), Heather Van Nest (Transamerica)Format: 60-Minute SessionTrack: Contact Center Metrics, Employee EngagementTuesday, 2:00pm - 3:00pmLocation: Asia 4Jeffrey Wartgow (Oracle), Robinson O'Brien-Bours (FreedomPop)Format: 60-Minute SessionTrack: Customer Experience, Future Trends in Customer ServiceTuesday, 2:00pm - 3:00pmLocation: Asia 3Jeff Toister (Toister Performance Solutions, Inc.)Track: Employee Engagement
- Tuesday | 3:15pm
- Tuesday, 3:15pm - 4:15pmLocation: Northern Hemisphere E1/E2Pete McGarahan (First American)Format: 60-Minute SessionTrack: Foundational Best PracticesTuesday, 3:15pm - 4:15pmLocation: Northern Hemisphere E3/E4Dianne Durkin (Loyalty Factor)Format: 60-Minute SessionTrack: Future Trends in Customer ServiceTuesday, 3:15pm - 4:15pmLocation: Southern Hemisphere 3Amber Krueger (US Bancorp Fund Services, LLC)Format: 60-Minute SessionTrack: Optimizing Your Workforce, Foundational Best PracticesTuesday, 3:15pm - 4:15pmLocation: Southern Hemisphere 4/5Georgia Adams (Navy Federal Credit Union)Format: 60-Minute SessionTrack: Omnichannel Best Practices, Foundational Best PracticesTuesday, 3:15pm - 4:15pmLocation: Asia 5Amanda Reinhart (Optum), Michael Baublit (Optum)Format: 60-Minute SessionTrack: Contact Center MetricsTuesday, 3:15pm - 4:15pmLocation: Asia 4Dan Moross (MOO)Format: 60-Minute SessionTrack: Customer Experience, Future Trends in Customer ServiceTuesday, 3:15pm - 4:15pmLocation: Asia 3Gina Montague (InfiniteCampus)Format: 60-Minute SessionTrack: Employee Engagement
- Tuesday | 4:30pm
- Tuesday, 4:30pm - 5:30pmLocation: Northern Hemisphere E1/E2Elaine Carr (ICMI)Format: 60-Minute SessionTrack: Foundational Best Practices, Employee EngagementTuesday, 4:30pm - 5:30pmLocation: Northern Hemisphere E3/E4Brandy Dove (Trex), Robert Amezaga (Salesforce)Format: 60-Minute SessionTrack: Future Trends in Customer ServiceTuesday, 4:30pm - 5:30pmLocation: Southern Hemisphere 3Ron Davis (Tenacity)Format: 60-Minute SessionTrack: Optimizing Your Workforce, Employee EngagementTuesday, 4:30pm - 5:30pmLocation: Southern Hemisphere 4/5Dave Dyson (Zendesk)Format: 60-Minute SessionTrack: Omnichannel Best PracticesTuesday, 4:30pm - 5:30pmLocation: Asia 5Nate Brown (Underwriter's Laboratories (UL)), Alison Johnson (Underwriter's Laboratories (UL))Format: 60-Minute SessionTrack: Contact Center MetricsTuesday, 4:30pm - 5:30pmLocation: Asia 4Sarah Stealey Reed (Relate by Zendesk)Format: 60-Minute SessionTrack: Customer Experience, Optimizing Your WorkforceTuesday, 4:30pm - 5:30pmLocation: Asia 3Evan Watson (AICPA)Format: 60-Minute SessionTrack: Employee Engagement
- Tuesday | 6:00pm
- Wednesday | 7:00am
- Wednesday, 7:00am - 8:15amLocation: Pacific Ballroom A
- Wednesday | 8:15am
- Wednesday, 8:15am - 8:35amLocation: Pacific Ballroom BCKeith Pearce (Salesforce)
- Wednesday | 9:00am
- Wednesday | 10:15am
- Wednesday, 10:15am - 10:40amLocation: Expo HallJeff Toister (Toister Performance Solutions, Inc.)
- Wednesday | 10:50am
- Wednesday, 10:50am - 11:15amLocation: Expo HallValerie Gordon (FCR)
- Wednesday | 11:25am
- Wednesday, 11:25am - 11:50amLocation: Expo HallJeffrey Wartgow (Oracle)
- Wednesday | 1:30pm
- Wednesday, 1:30pm - 2:30pmLocation: Northern Hemisphere E1/E2Christopher Surges (US Bancorp Fund Services)Format: 60-Minute SessionTrack: Foundational Best PracticesWednesday, 1:30pm - 2:30pmLocation: Northern Hemisphere E3/E4Art Schoeller (Forrester)Linda Carter (Overstock), Jessica Conley (Optum), Bill Willis (CSAA)Format: 60-Minute SessionTrack: Future Trends in Customer ServiceWednesday, 1:30pm - 2:30pmLocation: Southern Hemisphere 3Todd Gladden (ICMI)Format: 60-Minute SessionTrack: Optimizing Your WorkforceWednesday, 1:30pm - 2:30pmLocation: Southern Hemisphere 4/5Bob Furniss (Bluewolf)Format: 60-Minute SessionTrack: Omnichannel Best PracticesWednesday, 1:30pm - 2:30pmLocation: Asia 5Justin Robbins (ICMI)Format: 60-Minute SessionTrack: Contact Center MetricsWednesday, 1:30pm - 2:30pmLocation: Asia 4Anne Palmerine (UPMC Health Plan)Format: 60-Minute SessionTrack: Customer ExperienceWednesday, 1:30pm - 2:30pmLocation: Asia 3Jake Nimetz (Navy Federal)Format: 60-Minute SessionTrack: Employee Engagement, Foundational Best Practices
- Wednesday | 2:45pm
- Wednesday, 2:45pm - 3:45pmLocation: Northern Hemisphere E1/E2Linda Carter (Overstock)Format: 60-Minute SessionTrack: Foundational Best PracticesWednesday, 2:45pm - 3:45pmLocation: Northern Hemisphere E3/E4Jeff Toister (Toister Performance Solutions, Inc.)Pete McGarahan (First American)LESLIE OFLAHAVAN (E-WRITE), Jeremy Watkin (FCR)Format: 60-Minute SessionTrack: Future Trends in Customer ServiceWednesday, 2:45pm - 3:45pmLocation: Southern Hemisphere 3Marshall Lee (ADP)Format: 60-Minute SessionTrack: Optimizing Your WorkforceWednesday, 2:45pm - 3:45pmLocation: Southern Hemisphere 4/5Art Schoeller (Forrester)Format: 60-Minute SessionTrack: Omnichannel Best PracticesWednesday, 2:45pm - 3:45pmLocation: Asia 5Erica Marois (ICMI & HDI)Format: 60-Minute SessionTrack: Contact Center MetricsWednesday, 2:45pm - 3:45pmLocation: Asia 4Angelo Arezzi (Web.com), Thomas Farrell (Web.com)Format: 60-Minute SessionTrack: Customer Experience, Future Trends in Customer ServiceWednesday, 2:45pm - 3:45pmLocation: Asia 3Erica Mancuso (Medfusion)Format: 60-Minute SessionTrack: Employee Engagement, Optimizing Your Workforce
- Wednesday | 4:00pm
- Wednesday, 4:00pm - 5:00pmLocation: Northern Hemisphere E1/E2Laura Grimes (ICMI)Format: 60-Minute SessionTrack: Foundational Best PracticesWednesday, 4:00pm - 5:00pmLocation: Northern Hemisphere E3/E4Justin Robbins (ICMI)Format: 60-Minute SessionTrack: Future Trends in Customer ServiceWednesday, 4:00pm - 5:00pmLocation: Southern Hemisphere 3Mike Soucie (Nelnet), Justin Marty (TD Ameritrade)Track: Optimizing Your WorkforceWednesday, 4:00pm - 5:00pmLocation: Southern Hemisphere 4/5Lori Bocklund (Strategic Contact)Format: 60-Minute SessionTrack: Omnichannel Best PracticesWednesday, 4:00pm - 5:00pmLocation: Asia 5Jeremy Watkin (FCR), Ruth McCullen (FCR)Track: Contact Center MetricsWednesday, 4:00pm - 5:00pmLocation: Asia 4Mary Murcott (Dialog Direct), Ruth O'Brien (Sales and Service Optimization, LLC)Format: 60-Minute SessionTrack: Customer Experience, Foundational Best PracticesWednesday, 4:00pm - 5:00pmLocation: Asia 3Jenny Dempsey (DMV.ORG)Format: 60-Minute SessionTrack: Employee Engagement
- Wednesday | 5:15pm
- Wednesday, 5:15pm - 6:15pmLocation: Pacific Ballroom BCChip Bell
- Thursday | 7:30am
- Thursday | 8:30am
- Thursday, 8:30am - 5:00pmLocation: Southern Hemisphere 3Gina Szabo (ICMI)Format: Full Day WorkshopThursday, 8:30am - 5:00pmLocation: Northern Hemisphere E3/E4Laura Grimes (ICMI)Format: Full Day WorkshopThursday, 8:30am - 5:00pmLocation: Southern Hemisphere 4/5Justin Robbins (ICMI)Format: Full Day WorkshopThursday, 8:30am - 5:00pmLocation: Foyer
- Sunday | 4:00pm
202: Using Social Media to Launch & Build Your Customer Brand Advocacy Program
- Sarah Nagel | Community Outreach Manager, Sprout Social
Customer Brand Advocacy Programs are quickly becoming a differentiator for companies looking to increase brand awareness and improve their bottom line. In this session, you'll learn how your team can proactively engage the happiest of customers to spread the word about their great experience with your organization. Your brand champions aren't going to be vocal unless you ask, and a customer brand advocacy program is becoming the next stage of customer engagement. You will learn how to identify potential advocates, excite and engage them utilizing social media, and manage a program that's mutually beneficial—with a significant positive impact on your organization's bottom line.