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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.

Pre-1: Contact Center Management Bootcamp

Brad Cleveland  (Principal Advisor, ICMI)

Location: South China Sea

Date: Tuesday, October 17

Time: 8:00 am - 3:45 pm

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

Track: Maximize Productivity and Operations

Session Type: Training

Vault Recording: TBD

Evolving customer expectations, the rise of social media, proliferating contact channels, and the heightened strategic role of customer services are changing contact centers dramatically. Ensure your team's success and achieve your professional career goals with a solid foundation in planning and managing an exceptional contact center. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, contact center analysis, and performance reporting the tools necessary to make a lasting impact on their employees, their customers, and their companies.

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass.