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

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Why Attend?

Invest in Yourself. Get Training for You and Your Team. Improve Your Contact Center.

The future is now. Change and innovation are happening at warp speed, and for contact center professionals, that should mean something. Keeping up with our fast-paced industry has never been more vital.

With a new year comes new resolutions, and if you’re resolving to improve professionally in 2020, there’s no better place to make it happen than at Contact Center Expo in Ft. Lauderdale this May.

ICMI Contact Center Expo is the highest rated and most trusted Contact Center event in the industry, as evidenced by our high NPS each year. Contact center professionals trust the ICMI brand and  know they can rely on ICMI to deliver the most comprehensive, unbiased program.  ICMI’s reputation for vetting their speakers and bringing the most knowledgeable experts to the program is unsurpassed in the industry. 

Case Studies
Resolve to strengthen your contact center...
If you want to be better in 2020, learning from world-class contact centers is a good place to start. These high-performing organizations set the gold standard in customer service, and they’re coming to show you how it’s done.

Half-Day Workshops
Resolve to broaden your knowledge…
Administered by industry thought leaders, practitioners, and acclaimed authors, these topic-specific workshops are full of hands-on education and pearls of wisdom you’ll put to use back at the office.

Full-Day ICMI Training
Resolve to enhance your career…
Year after year, ICMI’s certified trainers receive the highest marks for not only their instruction, but their accessibility and willingness to share uniquely personal insights. These training courses put you face-to-face with those who have already walked in your shoes and are ready to help guide your career forward.

Off-Site Tours 
Resolve to expand your horizons…
Get behind the scenes of local contact centers and CX wow-factor businesses and gain valuable insights on operational efficiency, driving culture improvements, rock-star customer experience programs, and more. Not just a tour, you'll meet with the movers and shakers in the organization with time for Q&A.


Watch the 2019 Recap!

 

 

Need help convincing your manager?

We've got a great Convince Your Manager Tool Kit (coming soon) including post-show reporting templates!

 


 

More Reasons to Attend

  • Meaningful Content - The educational program offers deep, rich and meaningful content, which is reflected in session length. With 4-hour pre-conference workshops, 60-minute main conference sessions, and a post-conference program with full-day selections, our classes provide a non-rushed learning environment with plenty of time for Q&A.

  •  Expert Speakers – Session and workshop speaking spots cannot be “purchased” by vendors or sponsors. All sessions and speakers are selected by our Advisory Board of industry experts through a “call for papers” process and outreach to industry experts. Content is driven by research, community needs, and audience feedback. 

  • Interesting Ways to Connect – Whether it’s with vendors or peers, we offer unique way to connect. Flying solo? No problem. It’s easy to connect with others through the mobile app, contact center tours, games/contests, breakfast roundtable discussions, a morning run/walk and yoga, welcome receptions and the awards party.  

  • Solution Packed Expo Hall – The buzzing Expo Hall connects you with 100+ solution providers and all the latest systems and technologies to quickly and skillfully build the bridge between customer expections and reality.  Plus, CC Expo makes connecting and finding solutions to your challenges fun, energetic, and even delicious! Nothing brings people together quite like food, and our Expo Hall Food Truck Rally is the most talked about show floor experience in the industry.

  • Breakfast Roundtable Discussions – Have breakfast and discuss current issues with top industry experts. You can’t put a value on this kind of face-to-face time. 

  • ICMI’s 4-Day PRO Pass - get EVERYTHING this event has to offer at one affordable, inclusive price. Experience intensive pre-conference workshops and site tours, the full main conference program and materials, networking activities and meals, keynote presentations and entry to an Expo hall filled with top industry vendors, prize-winning opportunities, and consultations with expert consultants PLUS a full day of ICMI training.And, on top of all that, you get pre-selected ICMI curriculum for your ICMI Contact Center Management certificate!

  • Global Contact Center Awards Party- Included in Your 2-, 3- or 4-day pass!  The most comprehensive awards program dedicated to the customer management industry. Honoring and recognizing the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments in the industry. This year's awards party takes on a Miami Ice theme. Chill at the Ice bar. Grab a frozen drink and enjoy a fun night of celebration and networking!  


What Attendees Have to Say About the Conference

"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.

"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 .

"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.

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
, Phone.com

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 , AutoTrader.com

"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

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