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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.

Check back frequently, information added daily!

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

Pre-7: Lighthouse Works

Date: Tuesday, October 17

Time: 8:00 am - 11:30 am

Pass Type: Premium Pass - Get your pass now!

Session Type: Site Tour

Vault Recording: TBD

What if your contact center had less than 10% attrition? What if many of your agents had college degrees or previously owned businesses? What if your agents were naturally empathetic listeners? ICMI's social enterprise BPO contact center partner, Lighthouse Works, has all these attributes and more, taking your customer experience to the next level.

Through custom software development, the Lighthouse Works team can make any digital platform accessible to blind and visually impaired individuals, helping to flip the script on traditional contact center problems and create a unique value proposition in the marketplace.

Moreover, while delivering the highest quality service to customers, this organization raises sustainable funds to provide crucial programs and services to individuals of all ages who are blind or visually impaired. This year’s ICMI tour experience will open your mind to a different way of approaching contact center services and show you how this social enterprise is changing the game.

Premium Pass holders who have pre-registered for a site tour should check-in at 8:00 am in the convention center shuttle bus area. Once the pass holder has checked in. All pass holders must be seated on their assigned bus by 8:15am. An ID is required to check-in and they must have their show badge prior to check-in.

Wait lists are available for Premium Pass holders who didn't register ahead of time. Please visit Registration Area to be added to the wait list. Placement on a tour is not guaranteed for those not pre-registered. At 8:15am all available bus seats will be given to waitlist attendees. Waitlist attendees must be present and able to take the available seats at 8:15am. The buses will depart at 8:30am sharp.