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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

Click on session titles for full session descriptions. All times noted are in EST.

Adrienne FischerAVP-Director of Contact CenterSTCU

With over 15 years of leadership experience driving continuous improvement in financial operations and member service, Adrienne Fischer has amassed a wealth of expertise that she is eager to share. Throughout her career, Adrienne demonstrated a proven track record of developing and implementing successful business strategies that enhanced efficiency and service quality. Adrienne's exceptional communication, influencing, and organizational abilities were instrumental in building productive relationships with supporting departments. Certified as a Six Sigma Black Belt, she specialized in process optimization and efficiency, bringing a data-driven approach to organizational excellence. In her current role as AVP - Director of Contact Center at STCU, Adrienne leads the development and execution of a holistic business strategy for the Contact Center division. Achieving an outstanding employee engagement score of 88%, she strategically implemented programs to foster a positive workplace culture and ensured tailored training for team members.