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Ft.Lauderdale, FL | May 11-14, 2020
The Diplomat Resort

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2019 Case Studies

These organizations have it all. A wealth of knowledge, tons of experience, and serious talent. They’ve been there, done that, and are here to share their proven contact center strategies with you!

Session 204

Change Is Good: Establishing A Culture of Change Resiliency

Tuesday, 2:00 PM – 3:00 PM
Atlantic Ballroom 1
Erica Mancuso

To keep up with the competitive landscape facing most businesses today, change is imperative – and having a team that is resilient to change is critical to your success. Unfortunately, employee tolerance to change is often low, and many managers are not skilled in leading change among their teams. This enlightening session will uncover why employees tend to resist change, how to identify change tolerance types among your employees, and how each type can be leveraged to help establish a culture of change resiliency. You'll gain invaluable insights on best practices for driving change and establishing a healthy appetite for change across your team.

Session 306

The Hitchhiker's Guide to Building Successful Workforce Management Process and Structure

Tuesday, 3:15 PM – 4:15 PM
Location: Conference Hotel
Marshall Lee

When it comes to workforce management, do you ever feel lost or confused? In this session, your guides from Firstsource Solutions will help you navigate how to build a process manual and specific documentation for your workforce management team, and how to structure your team to effectively move those processes to completion. From capacity planning, staffing, scheduling, exception entry, and anything else you do, learn how to navigate your way to success.

Session 401

Ho hum No More: Re-imagining Customer Surveys to Drive Results

Tuesday, 4:30 PM – 5:30 PM
Regency Ballroom 1
Andrew Gilliam

Are you ready to supercharge your customer survey and maximize the value of experience data? In this inspiring session you'll witness how to transform your survey into an active part of your customer experience program, dramatically increasing response rates and turning responses into actionable experience intelligence. Go behind-the-scenes with the architect of the WKU Information Technology Services' revitalized customer insights program, where you'll experience their new survey first-hand, deconstruct the purpose and meaning of each question, analyze actual survey responses, and explore the closed-loop process that promotes loyalty and advocacy. You'll get actionable, real-world insights to bring your surveys to the next level.

Session 403

Agents Rejoice as New Innovation Eases Their Effort

Tuesday, 4:30 PM – 5:30 PM
Regency Ballroom 3
Dale Sturgill, Jafar Adibi

Enabling agents to be more empowered while maintaining oversight and control is a constant topic of conversation, and has always been a tricky thing to try and solve. Join this session to find out how Employbridge is tackling this initiative with ease and sophistication that we could have only dreamed of a decade ago. New technology paired with innovative thinking

Session 501

Serving Up Metrics to Suit Every Palate

Wednesday, 1:30 PM – 2:30 PM
Regency Ballroom 1
Dr. Debra Bentson

Contact Centers have pantries of data and metrics available for consumption, and measuring the right things is crucial. Yet just as with food, presentation is equally important – and often not given adequate thought. Determining how to prepare and present data for different audiences is critical to maximizing your desired outcomes. Metrics used for building a budget may be tasty to finance and the C suite. Frontline staff may prefer small plates tailored to show their individual contributions. This revealing session will dish up some common metric ingredients, who to serve them to, formulaic recipes and dashboard options.

Session 502

Establish Trust Across the Organization by Increasing Transparency

Wednesday, 1:30 PM – 2:30 PM
Regency Ballroom 2
Justin Chase, Alex Zavala

Reducing the disconnect between corporate and contact center culture is challenging, but not impossible. Crisis Response Network underwent a three+ year journey to transform their culture, and found the key to their success in focusing on increased transparency. In this valuable session you'll hear from their Chief Executive Officer and Chief Experience Officer how they did it – and how your organization can too!

Session 503

Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Wednesday, 1:30 PM – 2:30 PM
Regency Ballroom 3
Nate Brown, Bob Furniss, Dan Moross, Kristy Powers

Customer Experience is more than a buzzword - it is the foundation of successful organizations. But how does it really work in the contact center? Is it possible for a service leader to drive change into other parts of the organization? In this session we will hear from some of the CX thought-leaders about how they approach this every day. In this facilitated set of Ted-talk-like sessions, hear how Moo, UL, Navy Credit and IBM approach these important topics. In addition to success stories, hear stories of failure and how you can avoid the pitfalls.

Session 505

Integrating Quality and Customer Insights to Maximize Strategic Value

Wednesday, 1:30 PM – 2:30 PM
Atlantic Ballroom 2
John Goodman, Vicky Soulimiotis

Moen has maximized their impact on end-to-end customer experience by building alliances and integrating continuous improvement and customer insight initiatives across the enterprise. Hear the challenges and lessons learned on their journey to create a Customer Quality function that pairs the contact center with Quality and Insights Analysis, and expands their purview to include marketing & sales perspectives. This broader approach has allowed for initiatives such as an integrated feedback process and expansion of digital customer support/education, including experimentation with AI and video. Learn the perquisites for success and necessary steps to create an integrated Customer Insights process for your organization.

Session 506

Secrets from an Award-Winning Small Contact Center

Wednesday, 1:30 PM – 2:30 PM
Location: Conference Hotel
Amber Krueger

Looking for best practices specifically for small contact centers? This session features insights from US Bancorp Fund Services, ICMI's Best Small Contact Center winner in 2018. As a contact center providing third-party services, USBFS has unique challenges that affect how they manage their business to provide quality service in an efficient manner. Learn how they balance the requirements of their clients, shareholders and staff so that each group gets what they need. Get a glimpse into how they use metrics to drive success, foster employee engagement, development and retention as well as their approach to performance management, communication, and collaboration.

Session 602

Building Culture with Work at Home Agents

Wednesday, 2:45 PM – 3:45 PM
Regency Ballroom 2
Karen Arnold

Automattic is known for its 100% distributed team. (Yes, you read that right!) And yet in addition to boasting a low employee turnover rate, they have maintained their culture and values despite years of exponential growth. The secret is in hiring amazing candidates who are the best fit, and retaining them with a culture of communication, feedback, and transparency. Learn how Automattic recruits, auditions, communicates, develops, and accommodates for its employees – including the tools, processes, and tactics that have allowed them to grow their remote team while maintaining a very strong sense of their core culture. If you have remote employees, you won't want to miss this invaluable session!

Session 603

Performance Dashboards: A Common Sense Approach

Wednesday, 2:45 PM – 3:45 PM
Regency Ballroom 3
Eddie Vidal

We live our whole lives being measured, from our grades in school to our working life. Measurement is important because it puts vague concepts into context, but many are subjective, which can lead to differences of opinion. In the case of customer experience, it's not enough to say you want to deliver quality service – you must define what it means to know if you are succeeding. This session will provide tools and templates for grading agent performance, as well as strategies to gain their buy-in and contributions. Learn how to implement an agent performance dashboard designed to improve the quality of service provided to your customers.

Session 605

Better CX Through Effective Escalation Management at E*TRADE Financial

Wednesday, 2:45 PM – 3:45 PM
Atlantic Ballroom 2
Trista Wentworth

Escalation is given in the contact center and addressing issues efficiently has a significant impact on customer loyalty and experience. This all-encompassing session will describe how to establish and administer the "Complete Escalation Handling Framework". Discover techniques to de-escalate a situation, communicate coaching opportunities to all parties involved, partner with a VOC program to drive change, and create the right tracking and trending mechanism for escalation details. The necessity of supporting Executive and C-Level individuals – and E*TRADE's proven approach to doing so – will also be highlighted.

Session 606

Faster Than the Speed of Math! High-growth Capacity Planning at Hulu

Wednesday, 2:45 PM – 3:45 PM
Location: Conference Hotel
Todd Hixson, Nicholas Solomon

In this session, see how Hulu has grown from less than 200 agents to a future of over 2000 in just a few short years, with a goal that goes beyond the status quo to being disruptors! Culture, strategy, vision and thinking way outside the normal screen has led to a culture of "Hulugans" that are seriously engaged and still looking to grow. They'll demonstrate techniques for team design, WFM and self-help strategy and a properly tired approach that are valuable to both emerging companies and longtime entities – and make winners of the agents, customers and the company!

Session 702

How to Create an Agent Recruiting Machine

Wednesday, 4:00 PM – 5:00 PM
Regency Ballroom 2
Noreen Sendelbach

Recruiting isn't just a matter of collecting job applications and processing. In the contact center world, it is truly a sales and marketing job that requires continual recruiting with creative and innovative ideas to keep your applicant pool full and your candidates feeling valued. At TELUS International, they utilize technology and the referrals of team members to ensure that we fill teams with the best qualified and most engaged candidates possible. The process, tools and techniques collectively provide a recruiting machine that processes hundreds of thousands of applicants a year. Come hear how TELUS International does it.

Session 706

10 Knowledge Management Best Practices That Lead to Success

Wednesday, 4:00 PM – 5:00 PM
Location: Conference Hotel
Pete McGarahan

Successful knowledge management is more about people and process than technology. This informative session explores the key principles and core concepts that organizations, including First American Title, have discovered lead to successful adoption of a knowledge-centered support model. Discover how to improve knowledge in the workflow so that no one in your organization can ever say there's garbage in the knowledge base without also admitting they're responsible for it.

Attendee Testimonials

What Attendees Are Saying About Contact Center Expo


I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry
Team Captain , Dorel Juvenile

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann
Customer Service Manager , The General Insurance

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson
Documentation Specialist , AICPA

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

There is always something we can do better to help our customers and it is good to share best practices with others that live in your world.

Kathy Liatos
Member Services Manager , Christian Care Ministries

I learned so much and I have come back to my contact center with new enthusiasm and great ideas for improvement.

Lonnie Gridley
Contact Center Director , Progressive Finance

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham
Sr. Manager Customer Care, Technology Services , J. J. Keller & Associates

Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

Michelle Wedding
Associate Manager , Mead Johnson

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis
Network/Telecommunications Analyst , Vectren Corporation

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring
Director of Customer Service , National Guardian Life Insurance

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer
Customer Care Manager , Restaurant Technologies, Inc.

The speakers and sessions were very informative and the conference was extremely well-organized. Just enough time in each session/presentation! Well done ICMI!

Trenyse Briggs
Business Development Manager , Convey Health Solutions

I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

Esther Edmonds
Contact Center Manager , U.S. Government Printing Office

The conference was so valuable; I learned a great deal and made some excellent connections.

Cortney Jonas Burnos
Workforce Management Director , CareCentrix

"Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

Luke Jamieson
Head of Member Services , UniSuper

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt
Customer Service Manager , Green Shield Canada

"By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

Luke Jamieson
Head of Member Services , UniSuper

"One of the best conferences I have attended."

Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”

Candace Estanique
Coordinator , Straub Clinic & Hospital

“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

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson
Customer Service Supervisor , Grant & Weber

"You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

Dan Blattler
, Cox Communication

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

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."

Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer
Phone Bank Manager , Bremer Financial

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain
Customer Contact Center Manager , Virginia Workers' Compensation Commission

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

Serena Daly
Supervisor, Customer Care Sales and Retention , eHealthInsurance Services, Inc

"The keynote presentations were awesome!"

Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

Jason Kean
Manager, Service Assurance ,

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"

Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"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

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."

Kim Singh
Operations Manager , E-Comm 911