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Conference Program Overview

NOTE:Information noted below is from this past 2016 event. Please look for the full program for the May 2017 conference to be posted in early 2017.

QUICK LINKS:

FEATURED KEYNOTES
HALF DAY WORKSHOPS
FULL DAY ICMI TRAINING
ACTIVITIES & NETWORKING
LOCAL CONTACT CENTERS TOURS

 


FEATURED KEYNOTES

Jump-start your Wednesday morning with Scott McKain, Business Leader and Best-selling Author as he discusses The Ultimate Customer Experience - The Key to Lifelong Loyalty and Endless Referrals. On Thursday morning Lu Battaglieri, Sr VP and COO for Delta Dental of MI, OH and IN takes the stage to address The Hidden Truth - Your Contact Center IS the Voice of your Business.

"This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference." - Matthew B., J. J. Keller & Associates

Learn more about the Keynote Presentations >

 


 

HALF DAY WORKSHOPS

Intensive, hands-on training led by experts in the field. These 4 hour sessions, led by some of your favorite speakers, dive deeper into the most pressing topics of the day. Workshops are offered in the morning and afternoon and pair up nicely with a half-day tour.

"This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here." - Haley B., Compassion International

View All Workshops >


FULL DAY ICMI TRAINING

Here is your chance to experience a full day of ICMI training led by ICMI's 'Best in the Business" trainers. Highly recommended and included in your 4-day pass!

"The trainers were great and it was so helpful to be around folks with so much experience and to learn from the classes and from peers!"
- Karen M., Department of the Interior, CSC

View Training Offered >

 


ACTIVITIES & NETWORKING

Get the most out of your conference experience by networking with your peers: join a group dinner, be active on the mobile app, participate in breakfast roundtable discussions and attend the receptions and awards party. This is your chance to make lifelong connections in the industry.

"This conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and 'war stories'." - Claire N., The General Insurance

View Networking Activities >

 


LOCAL CONTACT CENTER TOURS

Tours provide one of the most effective approaches to increasing your contact center proficiency - to see firsthand how other contact centers operate. Not just a tour; it’s a learning experience with interaction from numerous key personnel throughout the hosting contact center. Many attendees have cited these tours as the perfect complement to their conference experience. We’re certain you’ll agree!

Note: Contact Center Tours are offered as half-day options on Tuesday, May 10 (3 or 4-day pass only) and as a full-day option on Friday, May 13 (4-day pass only). Space is limited and available on a first-come, first-served basis. We recommend registering early!

"The site tours were invaluable from the perspective of gaining insight on operations. They also provided some networking opportunities. The host companies were engaging and receptive to questions."  - Christopher P., Navy Federal Credit Union

View Tour Schedule >  

     

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson, Documentation Specialist, AICPA

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