Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.


2018 Conference Agenda

4:00 pm – 7:00 pm

Registration / Check-In

4:00 pm – 7:00 pm

Say ‘Hello’ Reception

6:30 am – 7:00 pm

Registration / Check-In

6:30 am – 8:30 am

Breakfast

12:00 pm – 1:00 pm

Lunch

4:45 pm – 5:15 pm

Welcome Keynote with Justin Robbins

5:15 pm – 7:15 pm

Expo Hall Bash and Special Preview

6:00 pm – 6:30 pm

Solution Spotlight: Special Presentation! Shaping the Future of Customer Service with Artificial Intelligence

7:00 am – 6:30 pm

Registration / Check-In

7:00 am – 8:15 am

Industry Roundtables Breakfast

8:15 am – 10:00 am

Welcome & Keynote Presentation

10:00 am – 2:00 pm

Exhibit Hall Open

10:15 am – 10:40 am

Solution Spotlight: What is the total economic impact of modernizing your contact center technology?

10:50 am – 11:15 am

Solution Spotlight: Contact Center 2.0- Enabling Customer Service in the Digital Era

12:00 pm – 2:00 pm

Food Truck Rally Lunch & Learn in the Expo Hall

1:15 pm – 1:40 pm

Solution Spotlight: Turn Your Service Agents into Omni-channel Service Wizards

6:00 pm – 8:30 pm

ICMI Global Contact Center Awards Party

7:00 am – 4:00 pm

Registration / Check-In

7:30 am – 8:15 am

Topic-Based Networking with Breakfast Snacks

8:15 am – 10:00 am

Keynote Presentation

10:00 am – 12:30 pm

Brunch

10:00 am – 1:30 pm

Exhibit Hall Open

10:15 am – 10:40 am

Solution Spotlight: WFM Challenges and Solutions

10:50 am – 11:15 am

Solution Spotlight: Transform Your Contact Center into a Profit Center

11:25 am – 11:50 am

Solution Spotlight: Managing a Real-World Cloud Migration Enabling CX Strategies

12:00 pm – 12:25 pm

Solution Spotlight: How to Future-Proof Your Contact Center

12:35 pm – 1:00 pm

Solution Spotlight: Using Better Omni-channel to Increase CSAT By 20%

1:00 pm – 1:15 pm

Passport to Prizes Drawing in the Expo Hall

5:15 pm – 6:15 pm

Closing Keynote

7:30 am – 1:30 pm

Information Desk Open

7:30 am – 8:30 am

Breakfast

8:30 am – 5:00 pm

12:00 pm – 1:00 pm

Lunch

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. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

Haley Birdyshaw , Sponsor and Donor Relations Operations Analyst, Compassion International

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.