Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.


Class at ICMI Contact Center Expo and Conference

Workshop information is from our 2015 conference in May. Look for updated information to be added in the fall.

Intensive, hands-on training with half-day workshops led by experts in the field.

Session Pre-1

Driving Business Results with a Culture of Trust

Monday | 8:30 AM – 12:00 PM
Dianne Durkin

Are you faced with the challenge of executing your company strategy and leading change within your center?  True success in these areas requires a culture of trust, engagement and empowerment.  These attributes of a “Best Place to Work” contact center also improve attrition, absenteeism and ultimately service level and gross profit margin.  In this half-day workshop, you will learn strategies to create a culture of engagement that results in seamless and timely implementation of change.  Dianne will provide a roadmap showing how they have driven tangible business results by investing in culture to create a high-trust work environment.

Session Pre-2

The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Brad Cleveland

This always-popular course has been a favorite at ICMI conferences for over two decades, and for good reason: it covers the skills and knowledge you absolutely, positively must have to run an effective contact center. In step-by-step format, Brad Cleveland, author of Call Center Management on Fast Forward (recipient of an Amazon.com best-selling award), walks you through the foundational principles that will serve you well throughout your career. Whether you are a new manager or a veteran in search of a dependable refresher - this session provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.

Session Pre-3

The Power of Now: Secrets to a Successful Customer Journey

Monday | 8:30 AM – 12:00 PM
Justin Robbins

This hands-on workshop will explore the best practices and top tips for positively affecting and impacting the customer journey. The session will begin by revealing of key findings from ICMI's recent research on the Customer Journey Impact. Discover how the contact center fits into the customers’ overall view of their experience, and how to identify and remove the primary detractors to a customer’s perception of the total experience. Learn which metrics have the strongest correlation with a positive customer experience.  You’ll walk away with a better understanding of the role of real-time management in today’s contact center, and be equipped with insights on how to empower today’s contact center agent in providing exceptional customer support.

Session Pre-4

Shaping Your Contact Center's Role in an Omni-Channel Strategy

Monday | 8:30 AM – 12:00 PM
Lori Bocklund

The contact center is an essential part of an enterprise strategy that enables you to meet – and exceed – your customers’ expectations. During this highly interactive workshop, you will work with other creative leaders to define what multichannel means, identify the priorities for technology to enable multichannel delivery, and ponder where you’ll spend valuable money and resources to make your vision come to fruition. You will be challenged to consider best practices and catalyze cross-channel collaboration to ensure success for your company – and your customers. You’ll leave with a strategy that ensures your planning efforts lead to sustainable positive outcomes.



Session Pre-5

High Performance Management: Getting the Most Out of Contact Center Agents

Monday | 1:30 PM – 5:00 PM
Jeff Toister

Getting the most out your contact center agents is a challenge for every manager. This interactive workshop focuses on the essential skills required to help today’s contact center agents achieve and sustain a high level of performance. Through hands-on activities, you’ll experience common obstacles to great performance. You’ll also learn proven best practices in performance management skill areas such as expectation setting, coaching, employee motivation, and holding agents accountable. You will walk away with tools and actionable ideas to help your team reach its full potential.

Session Pre-6

Developing a Customer Experience Strategy in an Omni-Channel World

Monday | 1:30 PM – 5:00 PM
Laura Grimes, Maureen Russolo, Dennis Crumb

Join us for an interactive, informative and thought-provoking session covering the critical "how to's" of delivering a seamless experience to customers as they traverse from channel to channel and device to device. Learn how to create an informed, organized and actionable plan to create enhanced corporate, market and employee engagements. Gain a clear understanding of omni-channel customer experience strategy, and hear best practices from organizations that are doing it well. We'll explore the best way to map customer journeys to deliver on customer expectations, as well as the metrics, governance and change management that will put you on the path to success.

Session Pre-7

Transform Your Leadership: Preparing for Mega-Trends and Gen Z

Monday | 1:30 PM – 5:00 PM
Dianne Durkin

Massive global forces such as globalization, environmental concerns, technological convergence, and the infiltration of Gen Z will be reshaping businesses. Leaders looking forward to these future trends can reimagine what is possible and find greatness! This workshop describes how these mega-trends will impact every organization, and explains why and how leaders will need to restructure their thinking on diversity, leadership, motivation and business priorities in order to remain effective and successful.  Be inspired to focus your energy on your customers, employees, globalization, technology and new business strategies – and reap the rewards of increased customer and employee loyalty AND corporate growth!

Session Pre-8

Contact Center Technology 101

Monday | 1:30 PM – 5:00 PM
Lori Bocklund

If technologies such as multimedia routing and reporting, knowledge management, integrated desktop, and analytics sound enticing but intimidating, this highly interactive session is for you! Operations and technology leaders alike will learn how today’s solutions, whether premise or cloud based, can help you more effectively manage increasingly complex customer interactions. You’ll discover the capabilities every center needs, as well as the innovations that are changing the landscape. You will learn practical information that will arm you for a discussion with your contact center or IT counterparts, as well as vendors. You’ll leave this session ready to tackle technology projects that can transform your customer experience.

Session Pre-9

Road to Talent Success: The Partnership Between HR & Contact Centers

Monday | 1:30 PM – 5:00 PM
Heather Rattin, Penny Ashley-Lawrence

Case Study



Contact center leaders know that a crucial element to their success is a strong partnership with Human Resources. In this workshop, representatives from both operations and HR at Deloitte and Cars.com will describe the different paths this partnership can take, and the keys to working together successfully in areas such as recruitment and hiring, retention, performance/career management; pay scales, and more. You will learn methods of communication that work, an end-to-end process for talent acquisition and recruiting, and immediate steps you can take to establish a partnership between the contact center and HR.

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."

Jennifer Stowell, Sales Support Supervisor, REI

Sponsors