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Agenda

ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

May 17 Wednesday | 11:30 am

Welcome to Contact Center Expo: A Digital Experience!

Location: Session page in app

Session Type: Keynote

May 17 Wednesday | 11:40 am

Opening Keynote with Google Chrome OS

Location: Session page in app

Session Type: Keynote

May 17 Wednesday | 12:00 pm

The Best Story Wins in Business and Beyond!

Speaker: Matthew Luhn

Location: Session page in app

Session Type: Keynote

May 17 Wednesday | 1:00 pm

Session 101: Leadership Can Be Taught- Here's How to Do It

Speaker: Hannah Steiman  (Peak Support)

Location: Session page in app

Session Type: Session

Session 102: Coming Soon!

Location: Session page in app

Session Type: Session

Session 103: Engage, Connect, Succeed: Driving Engagement and Performance in a Global and Remote Work Environment

Location: Session page in app

Session Type: Session

May 17 Wednesday | 2:00 pm

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

May 17 Wednesday | 2:45 pm

Session 201: How to Lead High-Performing Contact Centers and Teams

Speaker: Josh Streets  (Scoreboard Group)

Location: Session page in app

Track: Elevate Your Strategy and Leadership, Boost Your Culture

Session Type: Session

Session 202: Coming Soon!

Location: Session page in app

Session Type: Session

Session 203: How to Write FAQs That Answer Customers' Questions and Feed Useful Content to Chatbots

Speaker: LESLIE OFLAHAVAN  (E-WRITE)

Location: Session page in app

Track: Maximize Productivity and Operations

Session Type: Session

May 17 Wednesday | 3:30 pm

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

May 17 Wednesday | 4:30 pm

Session 301: Flexible Coaching: A Workshop to Build Your Toolbox

Speaker: Dianne Durkin  (Loyalty Factor)

Location: Session page in app

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Session 302: Where o Where have all the Humans gone? Is a Human workforce no longer reliable enough??

Speaker: Benny Serna  (DHRHealth)

Location: Session page in app

Track: Revolutionizing the Customer Experience, Boost Your Culture

Session Type: Session

Session 303: Visibility, Transparency, Accountability: Leveraging Metrics for Transformational Change!

Speaker: Jeff Rumburg  (MetricNet, LLC)

Location: Session page in app

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

May 18 Thursday | 11:30 am

Welcome to Contact Center Expo: A Digital Experience, Day 2!

Location: Session page in app

Session Type: Keynote

May 18 Thursday | 12:00 pm

Courageous Cultures: Building Teams of Micro-Innovators, Problem Solvers, and Customer Advocates

Speaker: Karin Hurt

Location: Session page in app

Session Type: Keynote

May 18 Thursday | 1:00 pm

Session 401: The Power of Frameworks: Maturing Your Contact Center

Speaker: Paul Richardson  (Zeiders Enterprises, Inc.)

Location: Session page in app

Session Type: Session

Session 402: Left Brain, Right Brain, Your Brain and Customer Experience

Speakers: Nate Brown  (CX Accelerator), Justin Robbins  (Metrics Sherpa)

Location: Session page in app

Track: Revolutionizing the Customer Experience

Session Type: Session

Session 403: Managing Work From Home and Hybrid Programs for the Long Haul

Speaker: Michele Rowan  (Work From Home Alliance)

Location: Session page in app

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Session

May 18 Thursday | 2:00 pm

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

May 18 Thursday | 2:45 pm

Session 501: Why curiosity and chaos are key to building teams

Speaker: Dan Smitley  (Call Design)

Location: Session page in app

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Session 502: Enhance CX by Communicating Risk to Customers

Speaker: John Goodman  (CCMC)

Location: Session page in app

Track: Revolutionizing the Customer Experience, Elevate Your Strategy and Leadership

Session Type: Session

Session 503: How AI Can Solve Workforce Management Challenges

Speakers: Christa Heibel  (CH Consulting Group), Derek Carder  (Frontpoint)

Location: Session page in app

Track: Maximize Productivity and Operations

Session Type: Session

May 18 Thursday | 3:30 pm

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

Solution Spotlight!

Location: Session page in app

Session Type: Sponsored Session

May 18 Thursday | 4:30 pm

Session 601: Exploring Disparate Data to Unlock Customer Value

Speaker: Bryant Richardson  (Real Blue Sky LLC)

Location: Session page in app

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Session

Session 602: Every Leader's Guide to Understanding and Managing Customer Queues

Location: Session page in app

Session Type: Session

Session 603: Coming Soon!

Location: Session page in app

Session Type: Session