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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.

Jeff ToisterPresidentToister Performance Solutions, Inc.

Jeff Toister's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he guides organizations that want to develop customer-focused cultures. He's written four books including the bestselling The Service Culture Handbook. More than one million people have taken one of his video-based training courses on LinkedIn Learning, including Phone-Based Customer Service. Jeff is a former contact center manager, trainer, and agent who has been recognized as a Top 25 Thought Leader by ICMI.