ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Schedule

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.

Check back frequently, information added daily!

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

Todd HixsonDirector Global Workforce ManagementHulu/Disney

Todd has over 25 years of workforce management leadership experience, including senior roles at Travelocity, Cabela's, VIP Desk, and most recently Hulu and Disney Streaming. Todd is a leading subject matter expert on all phases of workforce management, starting with understanding business interests and priorities through to forecasting, production of business requirements, schedule production, bid processing and schedule adherence. He is known in the industry for helping companies broadly expand their thinking on business requirements vs. employee preferences. His focus is on crafting as many options as possible for employees in terms of their work schedules, while optimizing performance and labor efficiencies for companies.

Presenting: