Live | October 16 - 19
Orlando | FL
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.
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Click on session titles for full session descriptions. All times noted are in EST.
Dan Smitley has been in contact centers for over 20 years and leading WFM for over 15 years. In previous roles he has been the Director of People Analytics and WFM and on the Board of Advisors for SWPP. He is currently the Strategy and Optimization Czar at Call Design where he is helping teams think critically about how they can leverage their contact center and WFM teams as strategic assets for their organizations. Dan is passionate about work/life balance and providing flexibility to all levels of employees in the organization. A primary driver for him is the employee experience and how WFM can be the culture champions at any organization. He lives outside of Charleston, South Carolina but was born and raised in Ohio.