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 203: A Tale of Debt, COVID-19, and Cyberattacks

Dara Kiernan  (Owner, KPI Consulting Ireland)

Location: Coral Sea 2

Date: Wednesday, October 18

Time: 11:30 am - 12:30 pm

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

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Case Study

Vault Recording: TBD

This interactive and engaging story of strength and resilience post-economic collapse in Ireland tells the tale of a community working together during COVID-19 and the challenges it overcame, despite a cyberattack that crippled the National Health Service. Attendees will experience the journey through the eyes of both the customer and the call center's agents and learn about the strategies used by management to motivate their teams to maintain a positive outlook while being impacted directly. Learn how the call center teams managed through adversity and delivered excellent service and customer experiences throughout.