By
Erica Marois
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Date Published: January 30, 2026 - Last Updated January 30, 2026
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Comments
If you work in a contact center, you already know the truth: this work is meaningful, complex, and sometimes heavy.
The challenges you face every day don’t always make it into conference keynotes or polished case studies. The burnout. The difficult calls. The pressure to do more with less. The constant balancing act between people, performance, and technology.
That’s exactly why we created ICMI Community Coffee Chats.These monthly, small-group conversations are a space for contact center professionals to talk openly about what’s really happening in the industry.
There are no slides, scripts, or sales pitches. Instead, these casual meetups are all about fostering real conversations with people who get it. Why Coffee Chats Work (and Why People Keep Coming Back)
Our Coffee Chats consistently bring together leaders and practitioners who are generous with their experiences: wins, challenges, and lessons learned.
As one participant shared:
“Sometimes all we need is to know that we aren’t the only one, the only team, experiencing the same pain points.” — Beth Reedy
That sense of shared understanding comes up again and again.
Another attendee reflected:
“There’s something special about contact center professionals who show up ready to share their real experiences, their challenges, and their wins—no gatekeeping or pretense, just genuine collaboration.”— Natalie Perez
These aren’t surface-level chats. Conversations regularly dive into topics like:
- Using AI without losing authenticity
- Preventing burnout by staying connected to the work
- Rethinking training so it actually sticks
- Supporting agents through emotionally difficult interactions
- Navigating leadership decisions that don’t have easy answers
It’s the kind of dialogue that reminds people why community matters.
A Safe, Respectful Space with Just Two Rules
To keep these conversations valuable and welcoming, we keep it simple.
Our only two rules:
- Be respectful at all times. We communicate with kindness and assume positive intent, remembering that these chats are organized by volunteers who have full-time day jobs.
- No sales pitches, no soliciting. Everyone is welcome to join a chat, but these are places to learn and share; no pitching products or services.
That’s it. These rules are simple but important, and we do enforce them because trust and psychological safety are what make these conversations work.
What It’s Like to Join Your First Coffee Chat
If you’ve never joined before, you’re not alone and expect to be welcomed.
“Attended my first ICMI Coffee Chat and it was such a great experience! Truly appreciate the chance to be connecting with such a welcoming, thoughtful group of CX professionals.” — Beth Reedy
Participants often leave energized, validated, and with new connections they continue outside the chat.
“Had such a good time… I gained so much from each of you in such a short period of time!” — Kristin Sprows
Join an Upcoming ICMI Community Coffee Chat
We currently have monthly Coffee Chats scheduled through June, each facilitated by trusted community members and designed to spark honest, meaningful conversation. Use the sign-up links below to log your interest and get matched with a small group!
Whether you’re leading a global operation, managing a small but mighty team, or you’re a frontline agent, you belong in these conversations.