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ICMI's Contact Center Expo: A Digital Experience 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. Click on session titles for full session descriptions. All times noted are in EST.

Session 401: The Power of Frameworks: Maturing Your Contact Center

Paul Richardson  (President and CEO, Zeiders Enterprises, Inc.)

Location: Session page in app

Date: Thursday, May 18

Time: 1:00 pm - 1:45 pm

Session Type: Session

Vault Recording: TBD

Transform your organization’s contact center at all levels by employing the power of frameworks. Frameworks allow an organization to bring clarity to situations; good frameworks focus everyone’s thinking, create a common roadmap for performance, and stimulate creativity and innovation. In this session, Paul Richardson will share the path to maturity for Zeiders Enterprises, focusing on how they used frameworks like ICMI’s and ISO to not only achieve maturity but also be recognized as an award-winning contact center at the 2022 Global Contact Center Awards. If your contact center is on the same path, attend this session for lessons learned and take aways you can implement in your contact center.