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Sessions

Choose a Conference Track:

Small Contact Center Management - New!

This track addresses the specific challenges of small contact centers (from 2 to 50 agents), providing the tools, strategies and tips you need to optimize your resources for success.

Talent Acquisition and Management - New!

As Contact Centers strive to attract and retain top talent, the relationship with Human Resources is becoming increasingly critical and necessary. This track offers guidance, case studies and insight for Human Resource and Contact Center professionals when it comes to acquiring and managing talent.

People Management

If you're responsible for managing people in the contact center, this track is where you'll find the ideas and resources you need to improve. We'll tackle the tough issues of retention, stress, and attendance, give you insights on coaching and selling, and set your supervisors up for success.

Operations Management

We’ve emphasized the “how to” in these critical operations topics so you can return home with actionable ideas for making immediate improvements to your contact center. Results are what you need, and this track will show you exactly how to achieve them in your own operation.

Technology Management

The amazing array of bells and whistles in today’s technology is impressive – and overwhelming. This track will help you to understand what’s most important: how to use contact center technology to get the job done. These sessions range from selecting applications to using them, including how to coordinate across the organization.

Strategy and Leadership

If you’re ready to be inspired by fresh ideas on strategy and leadership, this is the track for you. We’ll delve into the “big picture” issues that keep you up at night, and provide insights into leading your team to success from the best in the business.

Encore Favorites

With such a wide variety of hot topics at the conference, it’s not always easy to choose which session to attend over another. This track brings you the most popular sessions for an “encore” performance so you can be sure not to miss them!

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."

Dawn Mangelsen, , DealerTrack Technologies

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