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

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Maximize Productivity Sessions

Choose a Conference Track:

Contact centers are perennially charged with providing high levels of service while minimizing expense. Achieving these competing goals requires an operation that runs at optimal efficiency. Sessions in this track provide insights on maximizing the productivity of the people, processes, and technologies at your disposal. Learn critical insights and techniques into knowledge management, QA, workforce management, forecasting, and operational efficiency.

Session 106

Boosting Chat Conversions with Augmented Intelligence

Tuesday | 11:30 AM – 12:30 PM
Heidi Rote

Jenny Craig has discovered that online chat is an extremely effective channel to engage customers and drive conversion rates. But how can you consistently represent the brand voice, speak the customer's language, and improve conversions in such a challenging medium? By turning to augmented intelligence, they leveraged deep insights about chat behaviors that boosted conversions by 30% over 1 1/2 years. Learn how Heidi and her team have enhanced their chat agents with powerful analytics, allowing them to be more productive and successful in their roles.

Session 206

Who's Training the Trainer?

Tuesday | 11:30 AM – 3:00 PM
G Todd Gladden, CWPP

In many instances, our Training Instructors are brought into the organization because of their high level of job-specific, content knowledge. Many are left to hone their delivery, leadership and communications skills on the platform in the classroom, which can have dangerous implications to your workforce and training ROI. Developing basic Standards of Instructor Competency and Quality lays the foundation for excellence in learning in the classroom. How do you assess the effectiveness of your training interventions? Shouldn't we be assessing the effectiveness of the individuals "leading" the students to learning? In this session you will learn how a simple Instructor Observation form can be developed to allow consistency and calibration of observations, as well as documentation for their performance management.

Session 206

Developing a Roadmap for Operational Improvement

Tuesday | 9:00 AM – 10:00 AM
Location: Conference Hotel

We all want to boost results and drive efficiency, but how do you identify and prioritize the areas of highest opportunity and potential impact within your center? During this interactive hour, you'll gain insights on how to do a comprehensive assessment of your current operations, including organizational alignment, quality assurance, performance management/coaching, workforce management, knowledge management and more. Based on principles used in ICMI consulting, this session will arm you with tools and practical next steps to identify and tackle the challenges that will have the greatest impact on your contact center's success.

Session 306

Automated Quality Management – Why Large Contact Centers Should Pay Attention

Tuesday | 3:15 PM – 4:15 PM
Kristy Powers, Jon Levenhagen

Join Jon and Kristy in this dynamic fireside chat where they take you through the journey of how automated quality management could be a great solution for your large contact center. Jon will share how American Family Insurance has implemented AQM and the challenges, obstacles and benefits of using it in their contact center. As Navy Federal considers AQM for their organization, Kristy will delve into how AFI was successful and what information she should know as they consider a similar path.

Session 306

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

Tuesday | 10:15 AM – 11:15 AM
Location: Conference Hotel

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 406

Eliminate Waste and Free Up Capacity to Increase Strategic Value

Tuesday | 4:30 PM – 5:30 PM
Chris Hanna

To improve overall performance and ensure that support professionals focus on more value-added activities, waste must be eliminated from processes. In this hands-on session, you will learn about the 8 Forms of Waste and be armed with ways to reduce and eliminate them from the support center. By doing so, operational efficiency and effectiveness will be improved, freeing up capacity allowing for more value-added, strategic opportunities to be tackled. Through videos and hands-on time working with Lego, these 8 Forms of Waste will be shared where you can identify opportunities to reduce and eliminate waste in your organization - turning your operations into Continuous Improvement Centers.

Session 506

Evolving a Contact Center for Today's Challenges

Wednesday | 1:30 PM – 2:30 PM
Angelo Arezzi, Thomas Farrell, Raymond Symonds has undergone many evolutions as a business over the years. This has been driven by many acquisitions, change in their market, and changes to their technology philosophy. This interactive panel with's Senior Leadership team will walk through their evolution along with aligning that to the basic tenants of operating a call center in an environment where technology is rapidly changing and most companies have limited budgets. Topics to be discussed include: 1. Basic blocking and tackling (Answer the Phone) ; 2. How to innovate with no budget (Evolve your Support); 3. Building Leaders and Supporting their Growth (Career Pathing and Training) ; 4. How to cope with changes in the economic climate and the rise of the "Gig" Economy(Recruiting and Outsourcing)

Session 606

Test Your WFO Knowledge – Play WFO Jeopardy!

Wednesday | 2:45 PM – 3:45 PM
Vicki Herrell

Ready for some fun and interaction with your fellow attendees? Are you a contact center guru, a forecasting wizard, or just someone who's excited to learn? Come to this interactive session to play Jeopardy and test your knowledge of workforce optimization! Everyone can participate and win great prizes!

Session 706

Using Surveys and Metrics to Improve Your Contact Center

Wednesday | 4:00 PM – 5:00 PM
Atlantic Ballroom 3
Andrew Gilliam

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

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