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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Brad Cleveland (Principal Advisor, ICMI)
Location: Java Sea 2
Date: Thursday, October 19
Time: 4:00 pm - 5:00 pm
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Track: Elevate Your Strategy and Leadership
Session Type: Session
Vault Recording: Video
Join Brad Cleveland, author of the industry’s best-selling Contact Center Management on Fast Forward, as he unveils the fundamental principles behind contact center behavior and how to turn them to your advantage. Dive into timeless dynamics, including the potent pooling principle, the law of diminishing returns, the pivotal “power of one,” and the delicate balance between agent occupancy and burnout. Discover how contact centers, from nimble startups to expansive multisite operations, have transformed these "immutable laws" into robust strategies and enhanced performance. With a blend of deep industry wisdom and actionable insights, this session is a must-attend.