ICMI Contact Center Expo | ICMI

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Event Overview


ICMI Contact Center Expo unites professionals looking to further their knowledge in an industry in constant transformation. As customer expectations continue to rise, it’s up to us—the contact center professionals—to rise with them.

So how can we keep up with rapidly emerging and evolving technologies? With heightened emphasis on meaningful metrics that drive change? With an increasingly diverse workforce? With all the pressure to create a flawless customer experience—through every interaction not only within our contact centers but across the entire organization?

Simple. We do it together at CC Expo. Because that’s the only place you’ll be all in, linked by an unbreakable esprit de corps—unique in our profession of helpers and supporters. When we come together, whether it’s within our organization or outside, we strengthen our industry, our customer relationships, and ourselves.

The diverse, approachable speakers will inspire you.
Expert and experienced, the inspirational keynote speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture. You’ll bear witness to the power of coming together and the impact it can have on your career, your team, and your business.

The ICMI Global Contact Center Awards gala will motivate you.
The sense of togetherness is palpable at the awards ceremony—where proud professionals from around the globe join to celebrate the achievements of our community and the significance of our work. ICMI’s Global Contact Center Awards painstakingly vet, judge, and select the best and brightest making it a who’s who of top notch professionals all under one roof. The atmosphere is electric as we’re drawn together by an overwhelming sense of pride and accomplishment in who we are and what we do.

The sessions, case studies, and contact center tours will energize you.
The learning atmosphere is one of collaboration. Sure, the 75+ sessions cover all the trending industry hot topics, but they also encourage—even feature—the sharing of ideas and best practices to overcome common challenges. Whether you’re just beginning in a new role, refreshing your skillset, or looking for innovative and creative takeaways, you won’t be alone at CC Expo and its #1 rated content program.

Always a highlight of Contact Center Expo, our tours give you a guided glimpse of the best contact centers in Orlando. They’ve agreed to open their doors and show you how their department operations, processes, technologies, and personnel all come together to provide dependable, stellar service. Step into a world where consistency, cohesion, and teamwork coalesce to offer you an eye-opening display of how the “power of one” can truly transform the customer experience.

The solutions-packed Expo Hall will enlighten you.
To say that it’s a challenge to bridge the gap between expectations and reality in today’s era of customer service is an understatement. Don’t go it alone. Our buzzing Expo Hall connects you with 100+ solution providers and all the latest systems and technologies to quickly and skillfully build that bridge.  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.
The nonstop networking will change your career.  
We may come from different places, each with unique talents and skill sets, but we’re bonded by a desire to elevate the customer experience. In addition to the receptions and parties intended to foster professional networking, often a simple “hello” to a fellow attendee leads to an engaging discussion and maybe even a lifelong confidant.  Going a step further than other events, the CC Expo Masterminds program helps you deepen your learning and networking by bringing together like-minded professionals that are sure to become lasting and impactful career connections.

There's Something for Everyone

ICMI Contact Center Expo is the contact center industry’s most essential educational and networking experience. Each year, ICMI produces a freshly conceived event designed to meet the needs of all contact center professionals, including:

  • Senior Level VPs and Directors who are accountable for strategic planning and alignment.
  • New and Experienced Managers responsible for operational and tactical plans.
  • Team Leaders and Supervisors in charge of day-to-day operations, coaching and monitoring.
  • Customer Support Professionals who need to acquire new skills for their everyday jobs.
  • Analysts who require a fundamental understanding of industry principles.
  • CIOs who desire financial improvements from enhanced call center operations.
  • CTOs who require integration of call center strategy with other internal departments.

Watch the 2018 Recap Video!

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney, Director, Customer Care Team, The Hanover Group


   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.