Contact Center Connections Conference | ICMI Connections

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Join us in 2020 in Dallas!
Dallas, TX | October 12-14, 2020
Dallas Sheraton



Join us for a contact center event unlike any other. From the Expo Hall and education, to site tours and networking, every aspect is designed with your goals in mind. Be part of a community and experience a keen feeling of belonging. Meet approachable speakers eager to share their knowledge. Connect with solution providers ready to take your customer experience to new heights. Return to work with a renewed passion and an action plan for improvements. At ICMI, our goal is to exceed your expectations with a contact center conference designed 100% with your interests in mind. Register today.

2019 Speakers

Human Behavior Expert
Best-Selling Author and CX Strategist
Senior Advisor, Former President and CEO
Group Training and Content Director
Global Head Remote Engagement Solutions
Customer Experience Manager
Black Rifle Coffee Company
Training Manager
SVP, Director of Customer Care
South State Bank

ICMI Connections

A More Connected Conference Experience!

Connections: Not just a concept. It's a business imperative. Connections start with a conversation. And there’s no better place to start a conversation than at Contact Center Connections. It's where you’ll find more opportunities to connect at every turn-in our conference program, throughout the exhibit hall and through your conversations with fellow attendees.



Find out what you and your team will gain from your time at ICMI Connections



Build an agenda for your time at conference that will invigorate and energize your team.


Pricing & Packages

Select the pass and discounts that fit you and your team best.

Conference Highlights

Check Out What Contact Center Connections Has to Offer



Local contact centers open their doors to give you a view of best practices in action, as you hear from key personnel with details on their operations, recent initiatives, and lessons learned.



Get a full-day of ICMI training or dive deeper into specific areas of interest with half-day interactive workshops led by the best-in-the-business instructors. Included with a 3-day pass.



Get out of the office and get face-to-face with other industry pros. Make connections. Exchange ideas. Return with renewed purpose and ideas to drive change.



Watch the recap video and discover why you should join nearly a thousand other contact center pros at the industry's favorite fall event - Contact Center Connections!

Attendee Testimonials



“I loved the fact you could set up half hour sessions with ICMI experts to discuss relative issues."

Amy Sternfels
VP, Customer Experience , Flagstar

"I enjoyed hearing how other Call Centers operate and what they do in certain situations."

Brian McKenna
Account Services Supervisor , New Balance

“The keynotes were entertaining and informative, the breakout sessions were beneficial, and the site tours were amazing. The ICMI staff at the event was also incredibly friendly and welcoming.”

Christopher Pinney
Business Operations Analyst , Navy Federal Credit Union

"The information received in many sessions was so informative and exciting that it was hard to sleep at night! I know I can't put everything into practice right away, but we are off to a great start!"

Cindy Williams
Branch Manager , Centralized Showing Service

"Topics were right on with the pain points we deal with day to day within our Contact Center and offered great solutions and ideas."


"As a first time visitor I found the conference as beneficial as I hoped. The willingness for peers in the industry to share ideas, successes and opportunities was refreshing and energizing!"

Dan Grawe
Director Customer Experience , Transamerica

"I learned so much at this conference and have already begun to implement positive changes... I have at least 15 new things I'm going to work on step by step to create a renewed call center."

Danielle Snowden
Member Benefits Team Leader , Alliant Credit Union

"The site tours that are part of the ICMI Conference are an invaluable tool to learning what challenges other centers are experiencing and how they are addressing those challenges. They are a great learning experience on how improve customer care/contact."

Darren Wake
Cisco Systems , Consulting Systems Engineer

"The Contact Center Demo and Conference was a rewarding experience that I would recommend especially to future leaders in the early stages of management and leadership of call center management."

David Muell
Client Support Supervisor , ITS, Inc. / SHAZAM

"Loved the keynotes! Both unique, interesting, and informative."

Donna Poirier
Staff Claims Manager , Allstate Insurance

"Networking with other small bank call centers was outstanding for sharing best practices."

Elaine Anderson
Call Center Operations Manager , City National Bank of Oklahoma

"Very good speakers, smart cutting edge material provided. IT WAS FUN!"

George Palazzo
Senior Director , MPIPHP

"The ICMI Contact Center Demo & Conference is a must attend event for me each year because of the quality and content of the topics presented, the exposure to leading technologies and best practices and the invaluable networking opportunities. Don't miss it."

James Michael Patrella
Director , USC Access Center, Keck Medicine of USC

"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 enjoyed the variety of topics, especially the topics focused on improving the customer's experience via automation."

Jonathan Hall
Senior Manager Work Force Manager , Bright House Networks

"Keynote speakers were outstanding and gave a lot of good content and food for thought while being highly engaging and entertaining."

Joses Merat
Associate Director of Academic Advising , Liberty University

"I felt good about the conference because I was able to get some new ideas in some areas where we were really struggling. It also confirmed some of the recent changes we have made in our center."

Kent Henderson
Sales Manager , Upack Moving

"I got a great mix between really practical things that I can implement within my team immediately as well as some strategic stuff to get me thinking outside the box."

Leeann Visser
Customer Service Manager , GTA Travel

"The overall event was fantastic! I will be attending more ICMI events in the future."

Lisa Beane
Assistant Manager, Customer Contact Center , Virginia Workers' Compensation Commission

"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

"Anyone looking for new ideas to grow and improve their call center would benefit from the wealth of information ICMI has to offer."

Marcy Moody
Supervisor , Delta Dental MI

"The conference provided a great opportunity to see other products and solutions that are available and also great opportunity to network with other in the industry."

Marie Watson
Accountant , NIH

"I was particularly interested in "agents at home" information and was able to network and benchmark w/companies currently doing that and how they began the process."

Mary Connor
Director of Patient Services , Reimbursement Technologies, Inc.

"I learned a lot - great topics and information available."

Mary Morris
Project Manager , Green Mountain Power

"The conference was a great way for me to judge how well our contact center is performing in some areas. But, also allowed me to see where we could improve."

Matt Davis
Assistant Manager Contact Center Operations , Londen Companies

“Great site tours and robust content in breakout sessions.”

Michael Tudor
Director of Call Center Operations , Central Security Group-Nationwide, Inc.

"First conference I have attended where the speakers were so right for the audience."

Pat Bazley
VP, Client Operations , Payment Alliance International

"The focus on the customer being paramount in this era of social media was very impactful and was described throughout many of the presentations."

Scott Roskilly
Operations Analyst , American Cancer Society

"This was my first conference and I was traveling alone from Canada. I can't tell you how invited I felt. It quickly felt like home. I learned so much my 3 days there and truly miss it since my return. I cannot wait for the next conference."

Shauntelle Carbery
Department Head of Customer Service , Express Legal

"I learned so much in the two days that I attended."

Susan Williams
Coordinator, Member Services , Roanoke Electric Cooperative

"If you work in a Contact Center you need to attend this event! The ICMI Team creates a three day event where you learn more about Leadership, Employee Training/Quality Management and Retention, Technology in a fun environment, with the best in the Biz!"

Susie Kent
National Director Sales & Service ,

"I appreciated the willingness of the speakers to take time after presentations to go further into questions and provide additional resources."

Suzanne Hug
Call Center Manager , Londen Insurance Group

"I enjoy the plethora of topics that are offered. There is always something specific to what I need to learn."

Tricia Kissinger
Director, Personal Lines Customer Experience , Jewelers Mutual Insurance