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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 301: Cultivating Courage: Transforming Contact Center Excellence with Continuous Improvement


Adrienne Fischer  (AVP-Director of Contact Center, STCU)

Date: Wednesday, May 15

Time: 2:20 pm - 3:05 pm

Session Type: Session

Vault Recording: TBD

Embark on a transformative journey as we delve into the dynamic fusion of courageous cultures and continuous improvement within the contact center domain. In this captivating session, uncover the keys to nurturing an environment of bravery and innovation that propels your contact center towards unparalleled success.

Explore actionable strategies to cultivate a culture of courage, empowering your team to voice their ideas, embrace change, and take calculated risks. Through compelling real-world examples and impactful success stories, witness the profound influence of instilling courage within the contact center landscape.

Join us for an interactive dialogue, engaging activities, and a fresh perspective on how courage and continuous improvement can revolutionize your contact center's performance. Seize the opportunity to embrace a future of excellence—this transformative experience awaits you!


Learn practical strategies to cultivate a workplace where team members feel empowered to voice their ideas, take calculated risks, and contribute to a culture of innovation within the contact center.
Explore tailored continuous improvement methodologies designed specifically for contact centers.
Uncover strategies to enhance efficiency, adaptability, and overall operational excellence.
Gain insights from real-world examples and success stories.
Leave with actionable takeaways, practical tips, and a plan to begin implementing courageous cultures and continuous improvement practices in your contact center immediately.