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ICMI Virtual

ICMI Virtual Contact Centers, Evolved

All sessions are now available on demand.

ICMI Virtual, a free, one-day virtual summit designed for contact center professionals took place on Wednesday, June 17th. Attendees connected with their peers and heard from industry experts on how to transform the agent experience, improve the customer experience, and more.

A keen understanding of industry best practices and trends is essential to the success of your contact center. During a crisis, it's more important than ever.

This virtual summit provides you with access to practitioners and experts who shared their insights on elevating your contact center's strategy, using metrics to tell compelling stories, improving agent morale (particularly when so many agents are or have been working from home), and creating innovative customer experiences.

ICMI Virtual is exclusively hosted on ICMI's BrightTalk channel. All sessions and panels are now available on demand. Watch when it best suits your schedule!

Questions? Check out the FAQ's!


Build Your Schedule


Featured Presenters

Roy Atkinson

Roy Atkinson

Group Principal Analyst, HDI/ICMI

Nate Brown

Nate Brown

Chief Customer Officer, Officium Labs

Wendy Fowler

Wendy Fowler

Contact Center Consultant and ICMI Certified Associate, Quality Service Solutions, LLC

Andrew Gilliam

Andrew Gilliam

Associate Analyst, HDI/ICMI

 
Charles Godfrey

Charles Godfrey

Senior Director, Strategic Business Consulting - Intelligent CX Journeys

Todd Meeks

Todd Meeks

Product Management Director, Neustar

Becky Roemen

Becky Roemen

Manager, CX Solutions and Consulting, Avtex Solutions, LLC

Scott Sachs

Scott Sachs

President, SJS Solutions, LLC

 
Josh Streets

Josh Streets

CEO and Founder, Scoreboard Group

Neal Topf

Neal Topf

President, Callzilla


Sponsors

Diamond

Genesys
Neustar
 

 

Platinum

 
Calabrio
Bold by LogMeIn
Serenova
Sharpen

Frequently Asked Questions

How do I participate in ICMI Virtual?

ICMI Virtual is a web-based, session-based event taking place on June 17. It includes live panels and expert sessions, all hosted on ICMI’s BrightTALK channel. You will need a BrightTALK account to participate—registration is free! Once you have an account, click on “Watch Now” for each panel/session you’re interested in.

If I can’t attend live on June 17, should I still register?

Absolutely! All panels and sessions will be available on-demand within 24 hours of the live event. Provided you registered in advance, you’ll be notified when each panel/session on your schedule is available on-demand.

What is the cost to attend ICMI Virtual?

ICMI Virtual is free!

Who Should Attend ICMI Virtual?

If you’re a contact center or customer experience professional, ICMI Virtual is for you! From agent to manager, everyone in our community should find value in ICMI Virtual.

Do I need any special equipment to access ICMI Virtual?

BrightTALK is easily viewed on your desktop, tablet, or mobile device. If you find yourself disconnected from a panel/session, simply refresh the interface.

Is ICMI Virtual replacing ICMI Contact Center Expo?

No. ICMI Virtual is the first step in a robust virtual strategy that will continue to be rolled out in 2020 and into 2021. We hope that everyone we “see” at ICMI Virtual we also see in real-life at ICMI Contact Center Expo from October 12-15 in Dallas.

How can I contact the event organizers?

If you have questions that haven’t been answered by the FAQs above, please reach out to our Customer Care Center at icmi@icmi.com.