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!
Pass Type: Live All Access Pass, Live Deluxe Pass
Track: General Event
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Session Type: General Event
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'Flahaven (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
Pass Type: Live All Access Pass, Live Deluxe Pass
Track: General Event
Session Type: General Event
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
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
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Track: General Event
Session Type: Networking
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Track: General Event
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass
Track: General Event
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Track: Keynote
Session Type: Keynote
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
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Track: General Event
Session Type: General Event
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
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass
Track: General Event
Session Type: General Event
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
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
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
Speakers: John Goodman (Customer Care Measurement & Consulting), Viviana Pagán-Muñiz (AARP)
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
ICMI Global Contact Center Awards Party
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass
Track: General Event
Session Type: Networking
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass
Track: General Event
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Track: Keynote
Session Type: Keynote
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
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Track: General Event
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass
Track: General Event
Session Type: General Event
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
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
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
Pass Type: Live All Access Pass
Track: General Event
Session Type: General Event
Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass, Live Hall Only Pass
Session Type: General Event
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