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

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2019 Executive Perspectives Sessions

Choose a Conference Track:

Gain unique and insightful perspectives from executives who share their experiences and challenges with culture, multiple centers, ROI and operational efficiency.


Session 105

Characteristics of the Best Managed Contact Centers

Tuesday | 11:30 AM – 12:30 PM
Atlantic Ballroom 2
Brad Cleveland, Nate Brown

In some service organizations, you can feel the energy when you walk through the door. It takes many forms: a strong sense of purpose, camaraderie, and the willingness to make the extra effort. While many factors go into creating this sort of environment, Brad and Nate will share overarching and interrelated characteristics that emerge in contact centers that consistently outperform others. Join them for this eye-opening session, where they will share insight from Brad's soon to be released edition of Contact Center Management on Fast Forward.

Session 205

The Journey to a Customer-Focused Culture

Tuesday | 2:00 PM – 3:00 PM
Atlantic Ballroom 2
Jeff Toister

Imagine you could develop a customer-focused culture so powerful that your agents always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. This entertaining and informative presentation shares three essential elements that leading contact centers use to develop customer-focused cultures where agents are absolutely obsessed with customer service. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help you generate a culture-building strategy for your own contact center.

Session 305

The Power of Stay Interviews for Retention and Engagement

Tuesday | 3:15 PM – 4:15 PM
Atlantic Ballroom 2
Dick Finnegan

Employee turnover is surging and employee engagement is stuck. Why? Too often we look to HR to "fix" these issues, armed only with employee surveys and exit interview data. But data is not enough. Stay interviews offer retention and engagement solutions that cannot be achieved with employee surveys or exit surveys because stay interviews are conducted one-on-one, put managers in the solution seat, and provide focus on top performers. Come discover how to implement this powerful tool and hear real-world techniques, stay interview successes stories, and methods for forecasting future turnover.

Session 405

Empowering Agents Through Automation

Tuesday | 4:30 PM – 5:30 PM
Atlantic Ballroom 2
Cindy Garrett, John Sprunger

It's no surprise that the role of a typical contact center agent is not what it used to be. With the introduction of AI including chatbots, RPA, and conversational interfaces, the future of the agent and the contact center is shifting to something we've never seen before. Agents must work alongside bots, solve more complex customer challenges, navigate new technology to be more autonomous, and learn new skills as self-service is in higher demand. Come learn best practices around managing this shift in agent responsibilities, as well as training and engagement tips for this era of emerging technologies.

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 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 705

The Profit-Center Mentality – Managing Contact Centers as a Business!

Wednesday | 4:00 PM – 5:00 PM
Atlantic Ballroom 2
Jeff Rumburg

Does your contact center struggle to gain visibility and credibility within the enterprise, operating at a subsistence level and lacking the resources to deliver effective levels of service? What if you began operating more like a business, attracting funding and resources based upon profitability? Illustrated by case studies, this valuable session will present business metrics that can be used to quantify and communicate the profitability of a contact center, and explain the paradigm shift necessary for any contact center that aspires to realize the benefits of operating as a true business.


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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