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2018 Learning Tracks


Achieve Metrics Nirvana

Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.

Boost Your Culture

Ideas to tackle the tough issues of hiring, mentoring, coaching, and motivating.

Drive Customer Experience

The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.

Elevate Your Leadership

Best practices from industry frontrunners to help lead your team to success.

Executive Perspectives

Gain unique and insightful perspectives from executives who share their experiences and challenges with culture, multiple centers, ROI and operational efficiency.

Maximize Productivity

Critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.

Optimize Technology

Approaches to select and implement contact center solutions that will optimize performance.

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty, Contact Center Supervisor, LES

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   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.