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Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Sep 07 Tuesday | 7:00 am

Continental Breakfast

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: General Event

Session Type: General Event

Registration and Information

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Session Type: General Event

Sep 07 Tuesday | 9:00 am

Pre-1: Leading A Post Pandemic Workforce

Speaker: Dianne Durkin  (Loyalty Factor)

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Pre-2: Writing to Customers? Empathy is as Important as Accuracy

Speaker: Leslie O'Flahavan  (E-WRITE)

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Pre-3: The Principles of Effective Contact Center Management

Speaker: Brad Cleveland  (ICMI)

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Pre-4: ICMI Small Contact Center Workshop - Full Day

Speaker: Rose Polchin

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Sep 07 Tuesday | 12:00 pm

Pre-Show Lunch

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: General Event

Session Type: General Event

Sep 07 Tuesday | 1:00 pm

Pre-5: Performance Management Workshop

Speaker: Tom Wilk  (Carnegie Mellon University)

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Pre-6: Predictable Success: How to Establish Metrics That (Really) Matter

Speaker: Justin Robbins  (CX Effect)

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Pre-7: Core Motive: Your Superpower for Decoding Human Potential!

Speaker: Glynis Devine

Pass Type: Live All Access Pass, Live Deluxe Pass

Track: Pre-Conference Workshop

Session Type: Workshop

Sep 07 Tuesday | 4:15 pm

Welcome/Keynote Panel: Roadmap to 2025

Moderator: Brad Cleveland  (ICMI)

Panelists: Jenny Dempsey  (Apeel Sciences), Ted Stodolka  (Hallmark Cards), Eric Mackowitz  (Amica Mutual Insurance), Anne Palmerine  (UPMC Health Plan)

Emcee: Nate Brown  (Officium Labs)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: Keynote

Session Type: Keynote

Sep 07 Tuesday | 5:15 pm

Expo Hall Bash

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: General Event

Session Type: Networking

Expo Hall Open

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: General Event

Session Type: General Event

Sep 08 Wednesday | 7:00 am

Continental Breakfast

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: General Event

Session Type: General Event

Registration and Information

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Session Type: General Event

Sep 08 Wednesday | 8:15 am

Morning Welcome

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: Keynote

Session Type: Keynote

Sep 08 Wednesday | 9:00 am

Innovate the Way You Innovate: Instilling a Pervasive Culture of Innovation

Keynote: Stephen Shapiro

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: Keynote

Session Type: Keynote

Sep 08 Wednesday | 10:00 am

Expo Hall Open

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: General Event

Session Type: General Event

Sep 08 Wednesday | 11:30 am

Session 101: The Secrets to Amica's 90%+ Employee Engagement Scores

Speakers: Brittany Noble  (Amica Mutual Insurance), Joy Minnich  (Amica Mutual Insurance), David Burgoyne  (Amica Mutual Insurance)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture

Session Type: Case Study

Session 102: Contact Center KPIs: Back to the Basics

Speakers: Todd Hixson  (Hulu), Linda Westendorf  (Hulu)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Case Study

Session 103: How to Guarantee an Amazing Customer Experience

Speaker: Jeff Toister  (Toister Performance Solutions, Inc.)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 104: Do I really need a Plan?? Developing a Real Time Management Playbook

Speaker: Todd Gladden  (ICMI)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 105: How to Recruit & Hire Employees Who Stay

Speaker: Richard Finnegan  (Richard Finnegan)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 106: Strategic Technology Sourcing: Finding the Right Fit

Moderator: Mark Brody  (Brohawk Solutions, LLC)

Panelists: Alan Forster  (Six Forsters, LLC), Tim Lootens  (Blackchair)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Sep 08 Wednesday | 12:15 pm

Lunch

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: General Event

Session Type: General Event

Sep 08 Wednesday | 2:00 pm

Session 201: Five Action Steps to a Better, More Positive Work Culture

Speaker: Catherine Mattice-Zundel  (Civility Partners)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 202: Leveraging Contact Center Metrics to Drive Transformational Culture Change

Speaker: Jeff Rumburg  (MetricNet, LLC)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 203: The CX Gold Mine in Your Contact Center

Speaker: Cary Cusumano  (Verizon)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Case Study

Session 204: Work from Home 2.0: Jumpstart Your Program for Long-term, Expanded Teams at Home

Speaker: Michele Rowan  (WFHAlliance)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Session 205: Data Privacy Regulations: What You Know Could Save Your Company Millions!

Moderator: Stuart Discount  (SMD Contact Center Consulting)

Panelists: Matthew Dumiak  (CompliancePoint), Mandy Rinker Horton  (Careington International Corporation)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Panel Discussion

Session 206: Leading the Customer Experience

Speaker: Brad Cleveland  (ICMI)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Sep 08 Wednesday | 3:20 pm

Session 301: How Your Employees Can Feel the Love, Remotely

Speaker: Carol Marshall  (ActivEngage, Inc.)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture

Session Type: Case Study

Session 302: Quality Is Dead, Long Live Quality

Speaker: Neal Dlin  (Chorus Tree)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 303: Course Correction: Putting Strategy Back on Top

Speaker: Becky Roemen  (Avtex Solutions)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Session 304: Building a Customer Appreciation Program on a Budget

Speaker: Jenny Dempsey  (FruitStand)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 305: Psychometrics: The Key to Better Hiring and Retention

Speaker: Milan Batinich  (A.W. Companies, Inc.)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership, General Event

Session Type: Session

Session 306: Data-Driven Performance Management in Your Contact Center

Speaker: Pedro Reyes  (Blackhawk)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: General Event

Session Type: Session

Sep 08 Wednesday | 4:40 pm

Session 401: Building Trust in a Virtual World

Speaker: Lea Brovedani  (Lea Brovedani)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 402: Build Your AI & Automation Roadmap

Speaker: Josh Streets  (Scoreboard Group)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 403: AARP's Shift to a Satisfying Self-service Experience

Speaker: John Goodman  (Customer Care Measurement & Consulting)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Case Study

Session 404: The Changing Role of Knowledge Management in Supporting the Customer Experience

Speaker: Pete McGarahan  (First American Financial)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 405: How TML Health Filled the Gap in CSAT

Speakers: Scott Murphy  (TML Health), Eileen Edwards  (TML Health)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Sep 08 Wednesday | 6:00 pm

ICMI Global Contact Center Awards Party

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: General Event

Session Type: Networking

Sep 09 Thursday | 7:00 am

Registration and Information

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Session Type: General Event

Sep 09 Thursday | 7:15 am

Continental Breakfast

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: General Event

Session Type: General Event

Sep 09 Thursday | 8:15 am

Morning Welcome

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: Keynote

Session Type: Keynote

Sep 09 Thursday | 9:00 am

Making #HybridTeams Awesome

Keynote: Hannah Ubl  (Good Company Consulting)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: Keynote

Session Type: Keynote

Sep 09 Thursday | 10:00 am

Expo Hall Open

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: General Event

Session Type: General Event

Sep 09 Thursday | 11:45 am

Lunch

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: General Event

Session Type: General Event

Sep 09 Thursday | 1:30 pm

Session 501: Top 10 Must-Haves to build an Effective Support Culture

Speaker: Gina Montague  (Infinite Campus)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 502: Search and Destroy: Controlling Causes of Crazy Queues

Speaker: Andrew Gilliam  (Avtex Solutions)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 503: Mission-Driven CX

Speaker: Nate Brown  (Officium Labs)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 504: Customer Care ROI – Your Contact Center as a Competitive Weapon!

Speaker: Jeff Rumburg  (MetricNet, LLC)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Session 505: Coaching the Work-From-Home Rep

Speakers: Lauren Pragoff  (Challenger), Amy Smith  (Challenger, Inc.)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Boost Your Culture, Drive Customer Experience

Session Type: Session

Sep 09 Thursday | 2:50 pm

Session 601: Becoming a Workforce Management Humanitarian

Speaker: Dr. Debra Bentson  (Kaiser Permanente)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Session 602: Omnichannel Top Drivers of Customer Satisfaction for Customer Service

Speaker: Mark Miller  (J.D. Power)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 603: Best Practices for Cost Effective Customer Delight

Speakers: John Goodman  (CCMC), Othmar Mueller von Blumencron  (VIPdesk)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Maximize Productivity and Operations

Session Type: Case Study

Session 604: The Authentic Leader - How to Foster Innovation, Empowerment and Loyalty

Speaker: Neal Dlin  (Chorus Tree)

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Sep 09 Thursday | 4:00 pm

Connecting the Workplace and Life Through F.U.N.

Keynote: Paul Long

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Track: Keynote

Session Type: Keynote

Sep 10 Friday | 7:30 am

Continental Breakfast

Pass Type: Live All Access Pass

Track: General Event

Session Type: General Event

Registration and Information

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass

Session Type: General Event

Sep 10 Friday | 8:30 am

Post 1: Full-day ICMI Contact Center Coaching

Speaker: Rebecca Gibson  (ICMI)

Pass Type: Live All Access Pass

Track: Post-Conference Training/Workshop

Session Type: Workshop

Post-2: Full-day ICMI Workforce Management Principles

Speaker: Todd Gladden  (ICMI)

Pass Type: Live All Access Pass

Track: Post-Conference Training/Workshop

Session Type: Workshop

Sep 10 Friday | 12:00 pm

Post-Show Lunch

Pass Type: Live All Access Pass

Track: General Event

Session Type: General Event