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ICMI's Contact Center Expo 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.

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Click on session titles for full session descriptions. All times noted are in EST.

Discover How AI Can Drive Better Employee Experience and Improve Engagement

Natalia Abad  (Product Marketing Manager, Genesys)

Michael Logan  (Vision and Innovation , Genesys)

Location: Spotlight Solution Stage, Expo Hall

Date: Wednesday, October 18

Time: 3:30 pm - 3:50 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass - Get your pass now!

Session Type: Solution Spotlight

Vault Recording: TBD


Contact centers can be extremely tough work environments to manage with absenteeism, high turnover, and complicated tools and processes. Adding to that challenge is a new workforce paradigm driven by digital and hybrid work that has changed employee expectations. The status quo is under pressure and traditional workforce optimization is no longer as useful. Learn how companies can use AI to simplify workflows and improve customer experience quality and workforce planning accuracy to give employees the support they need now, the flexibility they want and the development opportunities they desire.