Schedule at a Glance | ICMI CCM 2009 Annual Conference and Expo

ICMI Members receive a $100 discount (can be combined with early bird and alumni discounts.)
ICMI conference alumni receive a $100 discount (can be combined with early bird and member discounts.)
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Schedule at a Glance

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EVENT OVERVIEW| REGISTRATION| EDUCATION| EXHIBITION| EVENT HIGHLIGHTS

7:00am - 8:00am	Breakfast
7:00am - 7:00pm	Registration and Information Desk Open
7:30am - 8:00am	Opening Keynote: Postitively Contagious Leadership, Part 1, Kirk Weisler
8:30am - 12:00pm	Workshop Sessions: Block 1 Workshop 101: Best Time Management Practices of Top Call Center Leaders - Mary Murcott Workshop 102: A Crash Course in Service Level, Quality and Productivity - Brad Cleveland Workshop 103: Is You Contact Center a Revenue Center? - Tom Stanfill Workshop 104: Contact Center Technology 102 – Lori Bocklund Workshop 105: ICMI Site Tour: Harte Hanks
10:00am - 10:30am	Morning Beverage Break
11:00am - 3:00pm	Exhibit Hall Open
12:00pm - 2:00pm	Lunch
2:00pm - 5:30pm	Workshop Sessions: Block 2 Workshop 201: Managing Conflicts – Quickly, Effectively! - Anne Nickerson Workshop 202: Gauging Contact Center Performance: Moving Metrics into Action - Tim Montgomery Workshop 203: Unleashing the True Value of Your Center- Brad Cleveland Workshop 204: The Cutting Edge of Service – Leveraging Web 2.0 into Better Services- Peggy Gritt Workshop 205: ICMI Site Tour: American Cancer Society Exhibit Hall Open
3:30pm - 4:00pm	Afternoon Beverage Break
4:00pm - 7:00pm	Exhibit Hall Open
5:30pm - 7:00pm	Welcome Reception in Exhibit Hall

7:00am - 8:00am	Breakfast
7:00am - 7:00pm	Registration and Information Desk Open
7:30am - 8:00am	Keynote: Postitively Contagious Leadership, Part 2, Kirk Weisler
8:30am - 12:00pm	Workshop Sessions: Block 3 Workshop 301: 20 Tried and True Tactics for Hiring and Retaining Top Agents - Richard Finnegan Workshop 302: Creating a Customer-Focused Culture through Top-Notch Quality- Art Hall Workshop 303: The Champion™ Leadership Training Workshop - Elizabeth Ahearn Workshop 304: Avoiding the Pitfalls in Technology Selection and Implementation - Lori Bocklund & Brian Hinton Workshop 305: ICMI Site Tour: Employees Retirement System of Texas
10:00am - 10:30pm	Morning Beverage Break
11:00am - 2:30pm	Exhibit Hall Open
12:00am - 2:00pm	Lunch
2:00pm - 5:30pm	Workshop Sessions: Block 4 Workshop 401: Leveraging Staff Competencies to Maximize ROI - Anne Ivey Slough Workshop 402: Driving Satisfaction and Cutting Costs with First Call Resolution (FCR) - Mary Murcott Workshop 403: Maximizing the Effectiveness of Your Leadership Style - Anne Nickerson Workshop 404: Using Your Recording Technology to Drive an Enterprise-wide Focus on Customers - Erika Van Noort Workshop 405: ICMI Site Tour: Starwood Hotels & Resorts Worldwide
3:30pm - 4:00pm	Afternoon Beverage Break
5:30pm - 7:00pm	Networking Cocktail Reception

7:00am - 8:00am	Breakfast
7:30am - 8:00am	Keynote: Postitively Contagious Leadership, Part 3, Kirk Weisler
7:00am - 1:00pm	Registration and Information Desk Open
8:30am - 12:00pm	Workshop Block 5 Workshop 501: A "More Better" Workplace: Improve the People, Team and Morale in Your Organization - Kirk Weisler Workshop 502: Workforce Management Team: Need One, Needs Fixin’ or Not Sure? - Rose Polchin Workshop 503: The Moment of Truth - Mastering the Art and Science of Decision Making - William Greenwald Workshop 504: Building a Believable and Achievable Business Case - Brian Hinton Workshop 505: ICMI Site Tour: Farmers Insurance Group
10:45am - 11:15am	Morning Beverage Break

8:00am - 9:00am	Post-Conference Workshop Breakfast
9:00am - 5:30pm	Post-Conference Workshops Post-Con 2: The Workforce Management Bootcamp

8:00am - 9:00am	Post-Conference Workshop Breakfast
9:00am - 5:30pm	Post-Conference Workshops Post-Con 2: The Workforce Management Bootcamp