“I loved the fact you could set up half hour sessions with ICMI experts to discuss relative issues."
VP, Customer Experience
"I enjoyed hearing how other Call Centers operate and what they do in certain situations."
Account Services Supervisor
“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.”
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!"
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."
CUSTOMER SVC TRAINING MANAGER
SNOHOMISH COUNTY PUBLIC UTILITY DISTRICT
"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!"
Director Customer Experience
"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."
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."
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."
Client Support Supervisor
ITS, Inc. / SHAZAM
"Loved the keynotes! Both unique, interesting, and informative."
Staff Claims Manager
"Networking with other small bank call centers was outstanding for sharing best practices."
Call Center Operations Manager
City National Bank of Oklahoma
"Very good speakers, smart cutting edge material provided. IT WAS FUN!"
"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
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."
Sales Support Supervisor
"I enjoyed the variety of topics, especially the topics focused on improving the customer's experience via automation."
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."
Associate Director of Academic Advising
"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."
"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."
Customer Service Manager
"The overall event was fantastic! I will be attending more ICMI events in the future."
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!"
"Anyone looking for new ideas to grow and improve their call center would benefit from the wealth of information ICMI has to offer."
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."
"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."
Director of Patient Services
Reimbursement Technologies, Inc.
"I learned a lot - great topics and information available."
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."
Assistant Manager Contact Center Operations
“Great site tours and robust content in breakout sessions.”
Director of Call Center Operations
Central Security Group-Nationwide, Inc.
"First conference I have attended where the speakers were so right for the audience."
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."
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."
Department Head of Customer Service
"I learned so much in the two days that I attended."
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!"
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."
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."
Director, Personal Lines Customer Experience
Jewelers Mutual Insurance