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Elevate Your Leadership Sessions

Choose a Conference Track:

Effective leadership makes a huge difference in any business, and the contact center is no exception. Sessions in this track focus not just on honing your own leadership skills but also on fostering leadership skills to ensure ongoing success.


Session 104

Love Your People, Shape Your Culture, and Drive Success

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Jaimee Friend

We can use our authority to force people to do what we want, or we can create an atmosphere where our people take initiative, problem solve, and strive to exceed our expectations. Before employees really care about their customers, they need to know that we care about them. Learning to love our employees is foundational to building a successful team. Building and maintaining a culture that supports the team's Core Values is what ultimately drives continued success. This session will explore how to "show the love," and create a culture of success.

Session 204

Change Management - From Migraine to Movement

Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
Jeanie Hoth, Barb Corrao

Change management within organizations is difficult to maneuver under any circumstances, and when there is emotional reaction attached to that change, it can add a layer of complication. In this interactive session Jeanie Hoth and Barb Corrao from U.S. Bank Global Fund Services will address the emotional impacts of change management and will provide tools and tips from their experiences with change management. This session will also have an group discussion to hear stories from other organizations who have dealt with change.

Session 304

Keys to Real Accountability that Drive Results

Tuesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Carol Marshall

Did you know that the probability of completing an idea or goal jumps from 10% to 95% just by having a specific accountability appointment with a person you've committed to? In this session Carol will show how to create a culture of accountability that is accepted, appreciated, and welcomed by their team members.You will learn how meetings (when done right) can deliver better results, how having candid conversations can sharpen performance and enrich your teams and take away actionable strategies to drive performance and meet deadlines more efficiently in a way that works for any team or business.

Session 404

Developing an Effective Customer Access Strategy (ICMI PRO)

Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
G Todd Gladden, CWPP

Does your contact center have a detailed description of how the contact center will interact with customer segments and the people, technology, process, and financial requirements to successfully meet those customers' needs? This session will present a template for exploring the people, processes, and technology needed to deliver on the contact center's mission and to support the organization's strategy. Come prepared to explore the entirety of strategy for customers accessing your organization.

Session 504

Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Jeff Petruso

Over the past 25 years at Anheuser-Busch, Jeff has developed a comprehensive monitoring program by using universal tools available through the company. In this session, you will learn how Anheuser-Busch's small contact center can be a model for any sized contact center looking to develop programs on a shoe-string budget. You will leave with best practices for developing a definitions document with (MS Word); supporting best practices with an audio library (wav file editing); creating a customized monitoring form, quantitative and/or qualitative (Excel or Survey Gizmo); reporting results and identify gaps through manual and/or automated reporting (Survey Gizmo/Excel/PowerPoint) and calibrating and coaching to drive consistency and positive-sustainable results.


Session 604

How Does AI Impact Your Contact Center Workforce?

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Diana Beckman

The AI revolution is in full swing, and many businesses are building or implementing strategies to both capitalize on its potential and stay competitive. AI in the Contact Center allows you to automate your processes and leverage customer data to fuel AI's needs-predicting, machine-learning power. But what does this mean for your workforce? How does introducing AI transform your staffing needs, impact your contact center culture, or change how your employees work or feel about their job? In this session you will learn the impacts of AI to the human element of your workforce. What emotions to expect, how to detect employee concerns, and minimize disruption or attrition and how you can invest in the growth and development of your employees to acquire newly needed skills

Session 704

New Methods to Hiring in a Challenging Economy

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Joan Scazzaro, Kristy Powers, Gerry Barber

With low unemployment levels, hiring for the contact center has become increasingly challenging whether it's for agents (entry level) or supervisors/managers (experienced level). This challenging environment has led to organizations finding new methods to attract talent such as crowd sourcing, 'hiring squads' and/or new technology. Join this interactive panel discussion as contact center executives share their ideas on attracting talent to your organization.

What our Attendees Are Saying

Attendee Testimonials

"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

"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

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
, Phone.com

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 , AutoTrader.com

"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

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