ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


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.

Session 106: WOW Starts with YOU

Jim Thomsen  (VP of Customer Success, Showdown Displays)

Darlene Unger  (Senior Customer Success Manager , Showdown Displays)

Location: Coral Sea 2

Date: Wednesday, October 18

Time: 10:15 am - 11:15 am

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

Track: Boost Your Culture, Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

Culture is the primary key to every company's success and competitive advantage. After all, Happy Employees translate to Happy Customers. But the methods of building a vibrant culture must be continually refreshed and aligned with both external forces and changing employee needs. In this session, Jim Thomsen will share examples of how you can intentionally improve employee engagement and enhance the customer experience by creating a vibe you can feel. You'll learn all about:

  1. Hiring for cultural fit
  2. Clearly defining success
  3. Mastering relational leadership
  4. Giving timely recognition
  5. Providing consistent performance feedback
  6. Celebrating the WOW moments
  7. Defining career paths
  8. Empowering your team
  9. Engaging your team organically
  10. Having fun!