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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

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

Session 203: Future-Proof Customer Contact: Your Guide to Reskilling and Upskilling


Bryant Richardson  (Founder & President, Real Blue Sky LLC)

Date: Wednesday, May 15

Time: 1:15 pm - 2:00 pm

Session Type: Session

Vault Recording: TBD

In the fast-paced world of customer contact, staying ahead means more than just keeping up with technology; it's about empowering your team today with the skills of tomorrow. "Future-Proof Customer Contact: Your Guide to Reskilling and Upskilling" is a must-attend presentation for those who aspire to lead their teams into a successful future.

This session is your opportunity to transform challenges into opportunities, equipping your team with the skills needed to excel in an ever-evolving industry. We'll dive into the latest trends, uncover the most effective strategies for workforce development, and provide you with a clear roadmap to create a culture of continuous learning. By attending, you're not just adapting to change; you're positioning yourself and your team to lead.

Join us for this transformative session and take the first step toward leading a future-ready, highly-skilled customer contact team. Your journey to becoming a visionary leader in the contact center industry starts here.


Navigate Industry Shifts with Confidence: Gain critical insights into how the contact center industry is evolving and why reskilling and upskilling are your keys to unlocking success.

Master the Art of Skill Development: Discover targeted strategies for enhancing technical, soft, and leadership skills within your team, ensuring they're not just ready for today's challenges but also tomorrow's opportunities.

Cultivate a Thriving Learning Environment: Learn how to foster an engaging and productive learning culture, leveraging the latest in educational technology and methodologies to ignite a passion for continuous growth among your team.

Tackle Development Hurdles Head-On: Equip yourself with practical solutions to overcome common obstacles in training and development, from budget constraints to employee resistance, turning these challenges into wins.

Stay Ahead of the Curve: Get ahead of industry trends and future-proof your team by aligning your training efforts with the future needs of the contact center landscape.