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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.

Taylor DuffyManager, EngagementUPMC Health Plan

Meet Taylor, an experienced leader with a passion for enhancing employee experiences and driving culture in the workplace. With over 11 years of leadership experience, Taylor has become an expert in implementing process improvements that enhance the employee experience. Having started out as an agent, Taylor leveraged her hands-on experience to drive process improvements and implement best practices across the department. Drawing upon her restaurant management background, she has a keen understanding of the importance of creating exceptional experiences for both customers and employees. Currently serving as the Manager over Engagement for the Member Services department at UPMC Health Plan, Taylor is laser-focused on retention and engagement. Always on the lookout for fresh ideas and best practices, she is committed to elevating the employee experience across the board. With a keen focus on creating the best possible experience for all employees, Taylor is committed to sharing ideas and strategies for elevating the employee experience overall. Whether through process improvements or cultivating a positive work culture, she is passionate about creating an environment where employees can thrive and succeed.