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

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2019 Elevate Your Leadership Sessions

Choose a Conference Track:

Best practices from industry frontrunners to help lead your team to success.


Session 104

End Harassment by Creating a Respectful Culture

Tuesday | 11:30 AM – 12:30 PM
Atlantic Ballroom 1
Catherine Mattice Zundel

Let's stop pretending that the harassment prevention training we do for compliance purposes is actually preventing harassment. If we do that, then we have to ask ourselves what will prevent harassment – and the answer is a culture of respect. This requires leaders to step in when incivility occurs, and coach bad behavior in addition to poor performance. It also means having empathy for each other, and teaching people how to stand up for themselves and others. This timely session will describe clear and tangible steps to build a contact center culture that is respectful and intolerant of harassment.

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 304

Lead like a Rock Star!

Tuesday | 3:15 PM – 4:15 PM
Atlantic Ballroom 1
Brian Mullaney

Rock stars are admired, adored and leave their audiences wanting more. After spending years in the music business and leading teams of all sizes, Brian has found a direct correlation between the elements of some of the biggest names in music and a successful leader. In this session, you will learn how to be a Rock Star leader by applying the characteristics, approach and actions that can make you a hit. No matter what the size of the venue you perform in every day, by applying the right approaches to your role as a leader you can leave your teams wanting an encore every day.

Session 404

If It Weren't for These Freaking People: The Pool of Relationships

Tuesday | 4:30 PM – 5:30 PM
Atlantic Ballroom 1
Deborah Monroe

Do you sometimes walk away from interactions with your boss, peers, or direct reports in disbelief that they can think and believe the things they're saying? Does that leave you questioning your own sanity? Are you left in a quandary as to how to approach the next conversation and create the outcome you seek? In this session, attendees will learn how to identify and use their own feelings to overcome conflict and influence outcomes in a simple and scientific way.

Session 504

The Pizza Party Problem - Why Incentives and Rewards Fail

Wednesday | 1:30 PM – 2:30 PM
Atlantic Ballroom 1
Justin Robbins

One of the biggest challenges in the contact center is inspiring frontline employees to deliver exceptional service. Is it because they want to fail in their job? Of course not! But then why do so many incentive programs fail to produce sustainable results? In this session you'll learn the most common mistakes made when offering incentives, gain insight on effective ways to drive performance, and have an opportunity to share and discover reward and recognition best practices from other contact center leaders.

Session 604

Developing an Effective Customer Access Strategy

Wednesday | 2:45 PM – 3:45 PM
Atlantic Ballroom 1
Todd Gladden

Contact centers are faced with the ongoing challenge to transform all aspects of operations in order to support a continually evolving customer experience model. Does your center have a detailed description of the ways it will interact with customer segments, as well as the people, technology, process, and financial requirements to successfully meet those customers' needs? This session will present an ICMI template for exploring the people, processes, and technology needed to deliver on the contact center's mission and support the organization strategy. Gain the tools you need to identify the customer access strategy that's right for your organization.

Session 704

Team Empowerment: How to Reduce Conflict and Deliver an Effortless Customer Experience

Wednesday | 4:00 PM – 5:00 PM
Atlantic Ballroom 1
Fancy Mills

Much attention is given to employee engagement given its correlation to customer satisfaction, but employee empowerment – which drives both employee engagement and customer satisfaction – is often overlooked. This interactive session will focus on defining team empowerment and understanding its three core components. Explore the key challenges to empowerment and discover tactics for overcoming them. We'll share industry insights as well as real-world examples of what has worked in the ICMI Contact Center to empower and motivate our team.


Attendee Testimonials

What Attendees Are Saying About Contact Center Expo

quote

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
, 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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