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ICMI 4-Day Pro Pass

** New for 2019 **

Receive your ICMI Strategy & Leadership Certificate as part of the ICMI PRO Series

As a 4-Day Pro Pass holder you will receive specialized training leading to the awarding of a certificate from ICMI for Strategy & Leadership as part of the ICMI PRO program.

In addition to having full access to the conference program, you will be required to attend 2 ICMI led workshops and 2 ICMI led 1 hour sessions during the conference to receive your certificate.

Monday May 13 (select at least one ICMI led workshop)

  • 8:30AM-12:00PM: Half-day Contact Center Strategy & Leadership Workshop
  • 8:30AM-12:00PM: Half-day Principles of Effective Contact Center Management Workshop
  • 8:30AM-5:00PM: Full-day Small Contact Center Workshop


Tuesday, May 14 and Wednesday, May 15 (attend 2 ICMI led sessions)

  • 12 Characteristics of the Best Managed Contact Centers
  • Best Practices for Assessing Your Omnichannel Strategy
  • Developing a Roadmap for Operational Improvement
  • Qualities of Effective Metrics and Data
  • Customer Access Strategy
  • If It Weren't for These Freakin' People!: A Deep Dive into the Pool of Relationships


Thursday, May 16 (select one ICMI led workshop) - 8:30AM-5:00PM

  • Coaching Workshop
  • Power of Metrics & data
  • MasterMinds


"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

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.