ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in EST!!!
Location: Pre-Function North
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Contact Center Management
Speaker: Brad Cleveland (ICMI)
Location: Timor Sea 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Contact Center Senior Leadership
Speaker: Laura Grimes (Harrington Consulting Group, Inc.)
Location: Timor Sea 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-03: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Banda Sea 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (Scoreboard Group Consulting)
Location: Hibiscus 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-05: Supporting Operational Excellence and Unlocking Potential Through Coaching
Speaker: Wendy Fowler (Quality Service Solutions, LLC.)
Location: Hibiscus 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Location: Pre-Function North
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Location: North Desk Registration
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Location: Pre-Function North
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Contact Center Management
Speaker: Brad Cleveland (ICMI)
Location: Timor Sea 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Contact Center Senior Leadership
Speaker: Laura Grimes (Harrington Consulting Group, Inc.)
Location: Timor Sea 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-03: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Banda Sea 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (Scoreboard Group Consulting)
Location: Hibiscus 1
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-05: Supporting Operational Excellence and Unlocking Potential Through Coaching
Speaker: Wendy Fowler (Quality Service Solutions, LLC.)
Location: Hibiscus 2
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-06: Disney Central (Reservations)
Location: Promenade Deck
Pass Type: Premier Pass
Session Type: Site Tour
Pre-07: Universal Destinations & Experiences Contact Center
Location: Promenade Deck
Pass Type: Premier Pass
Session Type: Site Tour
Pre-13: Morgan & Morgan, P.A. Case Control Call Center
Location: Promenade Deck
Pass Type: Premier Pass
Session Type: Site Tour
Pre-14: Topgolf Networking Experience
Location: Promenade Deck
Pass Type: Premier Pass
Session Type: Site Tour
Location: Pre-Function North
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-09: Redefining Contact Center Performance: From Metrics That Matter to Outcomes That Last
Speaker: Justin Robbins (Metric Sherpa)
Location: Coral Sea 1
Pass Type: Premier Pass
Session Type: Session
Speaker: John Goodman (Customer Care Measurement & Consulting)
Location: Coral Sea 2
Pass Type: Premier Pass
Session Type: Workshop
Pre-11: Gopher Sport's Championship Formula: Building Elite Teams & Experiences That Win
Speakers: Beth Gauthier-Jenkin (Gopher Sport), Chelsey Johnson (Gopher Sport), Sarah Gibart (Gopher Sport)
Location: Java Sea 1
Pass Type: Premier Pass
Session Type: Session
Pre-12: It Starts with Hello: How to Elevate Customer Service and Drive Customer Satisfaction
Speakers: Simon Thomson (Steps Drama Learning Development), Allen Liedkie (Steps Drama Learning Development), Shweta Shingote (Steps Drama Learning Development)
Location: Java Sea 2
Pass Type: Premier Pass
Session Type: Session
Contact Center Transformation—You’ve Got This!
Speakers: Brad Cleveland (ICMI), Amber Krueger (Ultimus Fund Solutions), Jeremy Hyde (Sun Country Airlines), Kara Whalen (Veterans Health Administration)
Location: Oceana Ballroom
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Keynote