Live | October 16 - 19
Orlando | FL
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.
Michele Rowan (President, Work From Home Alliance)
Todd Hixson (Director Global Workforce Management, Hulu/Disney)
Location: Gardenia
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: Revolutionize the Experience, Elevate Your Strategy and Leadership
Session Type: Case Study
Vault Recording: TBD
It's no secret that staffing for contact centers probably won't get much better any time in the near future, given the high demand for customer service reps and shrinking labor pools. Flexible scheduling for WFH/hybrid/in-office gives people choices, and it gives reps a sense of control over one of the things that is most important to them: their work schedule. In this session, learn about the evolving trends that are dominating contact center WFM and the technologies that are making it all go.