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.
Welcome to Contact Center Expo: A Digital Experience!
Location: Session page in app
Session Type: Keynote
The Best Story Wins in Business and Beyond!
Speaker: Matthew Luhn
Location: Session page in app
Session Type: Keynote
Session 101: Leadership Can Be Taught- Here's How to Do It
Speaker: Hannah Steiman (Peak Support)
Location: Session page in app
Session Type: Session
Location: Session page in app
Session Type: Session
Session 201: How to Lead High-Performing Contact Centers and Teams
Speaker: Josh Streets (Scoreboard Group)
Location: Session page in app
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 203: How to Write FAQs That Answer Customers' Questions and Feed Useful Content to Chatbots
Speaker: LESLIE OFLAHAVAN (E-WRITE)
Location: Session page in app
Track: Maximize Productivity and Operations
Session Type: Session
Session 301: Flexible Coaching: A Workshop to Build Your Toolbox
Speaker: Dianne Durkin (Loyalty Factor)
Location: Session page in app
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Speaker: Benny Serna (DHRHealth)
Location: Session page in app
Track: Revolutionizing the Customer Experience, Boost Your Culture
Session Type: Session
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Session page in app
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Session
Welcome to Contact Center Expo: A Digital Experience, Day 2!
Location: Session page in app
Session Type: Keynote
Courageous Cultures: Building Teams of Micro-Innovators, Problem Solvers, and Customer Advocates
Speaker: Karin Hurt
Location: Session page in app
Session Type: Keynote
Session 401: The Power of Frameworks: Maturing Your Contact Center
Speaker: Paul Richardson (Zeiders Enterprises, Inc.)
Location: Session page in app
Session Type: Session
Session 402: Left Brain, Right Brain, Your Brain and Customer Experience
Speakers: Nate Brown (CX Accelerator), Justin Robbins (Metrics Sherpa)
Location: Session page in app
Track: Revolutionizing the Customer Experience
Session Type: Session
Session 403: Managing Work From Home and Hybrid Programs for the Long Haul
Speaker: Michele Rowan (Work From Home Alliance)
Location: Session page in app
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Session 501: Why curiosity and chaos are key to building teams
Speaker: Dan Smitley (Call Design)
Location: Session page in app
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Session 502: Enhance CX by Communicating Risk to Customers
Speaker: John Goodman (CCMC)
Location: Session page in app
Track: Revolutionizing the Customer Experience, Elevate Your Strategy and Leadership
Session Type: Session
Session 503: How AI Can Solve Workforce Management Challenges
Speakers: Christa Heibel (CH Consulting Group), Derek Carder (Frontpoint)
Location: Session page in app
Track: Maximize Productivity and Operations
Session Type: Session
Session 601: Exploring Disparate Data to Unlock Customer Value
Speaker: Bryant Richardson (Real Blue Sky LLC)
Location: Session page in app
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Session
Session 602: Every Leader's Guide to Understanding and Managing Customer Queues
Location: Session page in app
Session Type: Session