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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.

Richa BatraVice President & General ManagerAnthology, Inc.

Richa Batra is the Vice President and General Manager of the Student Success organization at Anthology. Richa has held various roles within Student Success over the last 13 years and has 20 years’ experience in Workplace Development, Contact Center Operations, Client Experience and Education Technology. Richa oversees a team of over 1000 front line contact center employees that double in size to support back to school with 8 million annual interactions supporting students.

Richa is passionate about the intersection of higher education, workforce development, employability and customer experience. Richa learned the “Nordstrom way” in her first job focused on customer experience and has been a focus throughout her career managing clients, teams and contact center operations.

Richa is a first generation college student and is focused on her work to drive increased access and student retention to students from underserved populations.

Richa holds a BA from the University of Maryland College Park in Communications and an MBA from the George Washington University in International Business.