In addition to a hall full of contact center solutions - get everything below at no cost with your complimentary exhibit pass.
Exhibit Hall Hours
Wednesday, October 12 - 10:00am – 2:30pm & 4:30pm – 6:30pm
Thursday, October 13 - 10:00am – 2:00pm
BONUS EDUCATIONAL SESSION
Driving Contact Center Success in Multichannel Environments
Wednesday, 10:15am-11:00am
Lou Ann Jones | Avaya Contact Center Leadership Team
SPONSORED BY
The communication and service expectations of your customers are rapidly changing. With 40% of consumers now preferring methods of contact for customer service beyond voice inclusive of Social Media, web chat, Video and others; what are the strategic initiatives you must drive to provide a seamless multichannel experience for your customers while reducing costs? For your contact center to continue exceeding your business objectives, it will be critical to provide Personalized Experience Management across these environments utilizing the available expertise across your enterprise as this will become your competitive edge. Learn how to improve customer satisfaction, create a truly differentiated contact center service while reducing costs within this new environment.
BONUS EDUCATIONAL SESSION
The Value of Being a Certified Call Center Expert
Wednesday, 1:30pm-2:15pm
Fredia Barry | President, CIAC
SPONSORED BY
How are you validating your call center expertise? Having a respected industry credential distinguishes you as having specialized call center competence that delivers business results. Engage in this discussion with your peers as you hear how becoming CIAC-Certified has increased the value and performance of call center managers and leaders and their centers. They will share their experiences on the road to certification – the personal and professional benefits, the financial implications, how to make the case to your management team, and, most important, how to get started.
KEYNOTE PRESENTATION
The Carrot Principle: Engaging Employees through Recognition
Wednesday, 8:45am-10:00am
Adrian Gostick | Global Thought Leader and Author
A New York Times, USA Today and Wall Street Journal bestseller, The Carrot Principle has become the preeminent source on employee engagement and recognition. Based on Adrian Gostick's runaway bestseller, this keynote will reveal ground breaking results showing definitively that the central characteristic of the most successful managers is that they provide their employees with frequent and effective recognition. This breakthrough study of 200,000 people over ten years found dramatically greater business results when managers offered constructive praise and meaningful rewards in ways that powerfully motivated employees to excel. Drawing on case studies from leading companies including Disney, KPMG, and the Pepsi Bottling Company, the bestselling author shows how the transformative power of purpose-based recognition produces astonishing increases in operating results.
KEYNOTE PRESENTATION
Flying Outside the Box
Thursday, 8:30am-10:00am
Michael McMillan | Speaker, Author, Designer and Creative Consultant
Sometimes the path to success isn’t a path at all. Since the beginning of time, creative thinking has separated the survivors from those unable or unwilling to see new possibilities and make change. Creativity has always distinguished the winners from losers, and in today’s business world this statement has never been truer. Creative thinking is our most powerful human asset—it’s foundational for innovation, problem solving, survival and progress.
In this presentation, Michael explores the power of creative thinking and shows the results you can achieve by having the courage to take action. This speech will open your eyes to the wonders of creativity, innovation and positive change. Through thought-provoking stories and examples, Michael provides valuable insights on creative thinking, questioning the norm, and taking action.
Ask the Experts
Wednesday and Thursday during exhibit hall hours
ICMI presents ‘Ask the Experts,’ a complimentary 30-minute, one-on-one session with a veteran ICMI consultant to talk about anything you wish. These esteemed experts have worked with some of the most prestigious and complex contact center organizations in the world. They are truly experts in everything involving contact center and customer experience. Schedule a meeting by contacting Robert Mills at 914.217.7788 or rmills@icmi.com.
Reception in the Exhibit Hall
SPONSORED BY
Wednesday, 5:00pm–6:30pm
This reception provides the perfect opportunity for you to mingle with colleagues in a relaxed environment while browsing contact center solutions from our top industry vendors.
Passport to Prizes
Wednesday and Thursday during exhibit hall hours
This is your opportunity to win valuable prizes! Simply visit the booths of participating vendors, have your passport stamped, and return the completed passport for your chance to win! Previous prizes offered include a $100 AMEX gift certificate, an Apple ITouch, Bose Noise Cancelling Headphones, and many more!
Contact Center Cartoon Exhibit
Wednesday and Thursday during exhibit hall hours
"Draw" your attention to this exciting exhibit hall favorite! Featuring some of the best contact center-themed cartoons from the world's leading cartoonists, this fun exhibit also offers you the chance to vote for your favorite print and enter a raffle to win the cartoon for your office!
Television Giveaway SPONSORED BY
Be sure to stop by the Five9 booth during exhibit hours to enter for your chance to win a flat screen HDTV. The drawing will take place immediately following "Passport to Prizes" on Thursday, October 13th.