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

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2019 Interactive Workshops

Great networking combined with hands-on education. Dig deeper into the topics that keep you up at night with interactive workshops led by ICMI's five-star trainers.


Scoreless QA: How to Focus on Behaviors and Forget About The Numbers

Monday | 8:30 AM – 12:00 PM
Regency Ballroom 1
Justin Robbins

Have you ever felt like your agents were more focused on achieving a score than improving their performance? Or, perhaps you discovered that they could do everything right on the form but still provide poor customer service. The truth is that when quality assurance programs focus on achieving a specific score, everyone loses. In this hands-on workshop, Justin Robbins equips contact center leaders with a Scoreless QA framework for focusing on behaviors and forgetting about the numbers. Your customers – and your employees – will thank you for it!


High Performance Management: Getting the Most Out of Contact Center Agents

Monday | 8:30 AM – 12:00 PM
Regency Ballroom 2
Jeff Toister

Getting the most out of your contact center agents is a challenge for every manager. This interactive workshop focuses on the essential skills required to help today's contact center agents achieve and sustain a high level of performance. Through hands-on activities, you'll experience common obstacles to great performance. You'll also learn proven best practices in performance management skill areas such as expectation setting, coaching, employee motivation and holding agents accountable. You will walk away with tools and actionable ideas to help your team reach its full potential.


The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Regency Ballroom 3
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the bestseller Call Center Management on Fast Forward, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher, this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.


Journey Mapping and More: A Holistic Approach To Voice of Customer

Monday | 8:30 AM – 12:00 PM
Atlantic Ballroom 1
Nate Brown

Is your Voice of Customer engine pumping on all cylinders? Join Nate Brown, Co-founder of CX Accelerator, Sary Brunner VP of Customer Success at Zendesk and Roshni Sondhi, Director of Customer Success at Zendesk for a workshop designed to take your process for managing customer feedback to the next level. We will establish a foundation of best practices of VoC (Voice of Customer) while also exploring new and innovative techniques. Key topics will include breaking "survey mentality" by tapping into both structured and unstructured data, representing these insights in a meaningful journey mapping process, telling your customer's story in a compelling way, and developing dashboards for both customer voice and employee voice. Applying these techniques to absorb the full power of customer feedback is sure to breathe new life into your business and drive future innovation!


People Personalities and the Plague – Uniting the Sandbox

Monday | 8:30 AM – 12:00 PM
Atlantic Ballroom 2
Gregg Gregory

What is the common thread that links the Bubonic plague, an 8.0 magnitude earthquake, and teamwork? They can all have a potentially devastating impact on a large number of people in a very short period of time! This energetic and interactive workshop will provide leaders with the tools to understand and leverage their natural style, improve communication, gain trust and respect, increase morale and develop employees. Find out how to foster productive working relationships within a culture of teamwork to successfully triumph and meet the mission goals.


Contact Center Technology 101: What Every Professional Needs to Know

Monday | 8:30 AM – 12:00 PM
Diplomat 1
Lori Bocklund

If technologies such as omnichannel routing and reporting, knowledge management, integrated desktop and analytics sound enticing but intimidating, this workshop is for you! Operations and technology leaders alike will find out how today's solutions can address pain points and deliver differentiated service and sales. You'll learn the essentials as well as the enhancers across a wide variety of technologies, and decide what's right for your center. Join us for practical information that will arm you for a discussion with your contact center, IT counterparts and vendors as you prepare to pursue technology projects that can transform you customer experience.


Putting the Effortless Experience into Action

Monday | 1:00 PM – 4:30 PM
Regency Ballroom 1
Matthew Dixon, Lauren Pragoff

You may be familiar with the principles from The Effortless Experience and the idea behind the Customer Effort Score, but do you know how to put the ideas into action? Join us for a thought-provoking, engaging and interactive workshop designed to help you gain a deeper understanding of the core tenets of effort reduction, and how to apply those ideas to your own service organizations. Get ready to roll up your sleeves and get to work! The payoff will be a list of concrete, immediately actionable ideas that can be implemented immediately to improve customer loyalty and the bottom line in your organization.


ICMI Pro: Contact Center Strategy

Monday | 1:00 PM – 4:30 PM
Regency Ballroom 2
Todd Gladden

This all new workshop from ICMI will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. As part of the ICMI Pro series, you will apply the lessons of the world's best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges. You'll get the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. Attendees will leave with tools, techniques and strategies you can implement immediately and references to consider for many years to come.


Technology Stations Workshop: Its Time For Action

Monday | 1:00 PM – 4:30 PM
Diplomat 2
Lori Bocklund, Brian Hinton, Ken Barton, Matt Morey

Tired of underutilizing your technology, or not getting your wish list items funded? Not sure how to go "omnichannel" or whether you should move to the cloud? Is your leadership starting to talk about hot topics like Artificial Intelligence that sound both exciting and scary? We can help! If you believe the best way to learn is doing, this workshop is for you! You'll pick three topics from five stations with facilitated discussions and exercises. Learn from your peers and experienced consultants in an action-packed afternoon!


The Power of Holistic Mentoring

Monday | 1:00 PM – 4:30 PM
Atlantic Ballroom 1
Dianne Durkin

Effective mentoring is an effective method for increasing productivity and growth potential, and recent studies have found that 85% of employees want a more holistic approach to mentoring, where all aspects of their life are considered. This interactive session will provide tools to help individuals look at their future aspirations, values, goals, and objectives to achieve unparalleled success. Equipped with these resources, mentors can help coach employees to develop career goals that will meet their overall objectives for a balanced life. By practicing holistic mentorship you'll offer your employees an opportunity to grow and develop in a dynamic, constructive way.


The Ten Skills of the Service Jedi

Monday | 1:00 PM – 4:30 PM
Regency Ballroom 3
Louie Gravance

Join this exciting new workshop with former Disney Institute Professor, Louie Gravance who will lead you through a fun and interactive afternoon of learning. When a WOW moment in customer service takes place, it happens simultaneously for both for the customer and your staff Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence. Becoming a member of the Service Jedi requires discipline, but offers many rewards. In this workshop Louie will use his 25 years' experience to help you master the ten major skills of the Service Jedi including: Serve with Purpose, Serve with Showmanship & Serve by Listening.


Fine-tune your Hiring, Training and Onboarding Processes

Monday | 1:00 PM – 4:30 PM
Atlantic Ballroom 2
Amber Krueger

To run a successful contact center, the hiring, training and onboarding processes must be well-developed – and executed flawlessly – so the right people are hired and prepared to provide the best customer service experience possible. Easier said than done! But US Bancorp Fund Services' approach has led to a nearly 90% success rate with new hires. This enlightening workshop will describe how their hiring, training and onboarding processes have evolved over the last eight years (including those missteps that we all can learn from). You'll leave the session with a realistic assessment of your current processes, and ideas for improvements that will set your team up for success.


ICMI Small Contact Center Workshop - FullDay

Monday | 8:30 AM – 4:30 PM
Atlantic Ballroom 3
Rose Polchin

"Do more with less!" A common edict, but the performance impact can be much greater in small centers. The good news is having limited resources does not have to mean limited results. Managers of small centers can and must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. This targeted workshop, specifically for contact centers with 2 to 50 agents, provides the tools, strategies and tips you need to achieve big results. Come prepared to share with your peers who manage other small centers and capture a ton of ideas you can apply right away!

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