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Why Attend

Attend Contact Center Expo to gain insights on call center performance improvements and make a difference in your center today!


Join us this October for a digital experience that will help you grow your network, learn from industry professionals, find solutions to new world challenges, and be inspired. 

By now, you may have attended a virtual event (or more) and think you know what to expect. ICMI is ready to change all of that. While you've been waiting to hear from us, the ICMI team has been working steadily to combine all the elements you've come to love from ICMI Events into an event platform that will deliver the most immersive and interactive experience for you.

The result? ICMI Contact Center Expo - A Digital Experience, a virtual event that promises to be unlike any you may have encountered before. Join 2,000 contact center industry professionals in moving forward together—as an industry collective—at an event more significant and welcoming than anything we’ve ever experienced.  ICMI Contact Center Expo - A Digital Experience will be will be an uplifting way for you to recharge, refocus and reinvent yourself and your organization.

Improve Together through Innovative and Impactful Keynotes

Customer Experience Magic Keynote with Duncan Wardle

As the former VP of Innovation and Creativity at The Walt Disney Company, Duncan Wardle knows how unrelenting passion and a focus on customer experience can make the best brands thrive. In this can’t-miss keynote, Duncan will share his art and his insights into how creativity and innovation can transform your contact center and your customer’s experience.

Leadership: Currency, Change, and Creating a Powerful Presence Keynote with Carla Harris

Authenticity, clarity, inclusivity, trust, confidence – these are just a few of the qualities of committed leaders. Named one of Fortune magazine’s 50 Most Powerful Black Executives in Corporate America, Carla Harris will share the qualities you need as a leader and the strategies that have helped her succeed and elevated her to her current role as Vice Chairman, Global Wealth Management at Morgan Stanley.

Fun fact: Carla’s a well-known gospel singer who’s performed to sold-out audiences at Carnegie Hall!

Learn Together


Together We Share and Learn

Expert-led conference tracks, panels, and debates provide new perspectives and insight across a variety of topics including:

How to Transform Remote Training with Microlearning

Five Tips to Successfully Integrate Chatbots In Customer Service

Eliminate Waste and Free Up Capacity to Increase Strategic Value

Long-Distance Leadership: 5 Things That Will Make or Break Your Success as a Virtual Manager

How Does AI Impact Your Contact Center Workforce?

Share Insights Together

Conctact Center Expo Speaker Companies


Together We Share and Learn


Our case studies give you an insider's view into how great businesses delight their customers.


Experience Together

Get a Preview of our Digital Experience Platform

No cookie-cutter virtual booths or chat windows here! The ICMI team has identified an event platform that will deliver the most immersive and interactive experience for you. With features such as AI-powered matchmaking, interactive roundtables and virtual meeting rooms, ICMI Contact Center Expo - A Digital Experience ensures that you will build your network, learn and find the solutions you seek, wherever you are.

Give Back Together

We Give Back Together

Together we can make a difference through when we leave a lasting footprint for a local Dallas school in need by donating $1 for every conference session and/or event evaluation you submit.

Thrive Together

ICMI Contact Center Expo is the contact center industry's most essential educational and networking experience. Be in the company of and share ideas with like-minded 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.

Number 1
Independent Content

We pride ourselves in offering independent content by industry leaders. Our session speakers are selected based on the content, quality, and relevance of their proposals to the contact center industry.

Top Reasons to Attend #2

Community-focused means you get to spend quality time with your peers. Come together to collaborate, brainstorm, and solve the challenges that contact center leaders face. Being together is priceless.

Top Reason to Attend #3
Event Experiences

Our Event Experiences give you the chance to spend time with industry peers and enjoy experiences that are both career-enhancing and deeply personal. Networking receptions, lunch & learns, and much more!

Top Reason to Attend #4
Training & Workshops

Our 2-day training classes and half-day workshops are led by ICMI certified instructors who understand the contact center community and speak on topics that matter most to you. Leave with a new level of understanding that will improve you and your contact center.

Top Reasons to Attend #5
Sponsored Sessions

Our sponsored sessions are clearly marked which allows you to find the solution providers that interest you. Pop into a Lunch & Learn, attend a Solutions Spotlight to see software in action, or stop by their booths in the expo hall to ask questions specific to your needs.

Top Reasons to Attend #6
Contact Center Site Tours

Our Site Tours feature the most innovative contact centers across a variety of industries, sizes, and technology implementations. Space is limited so secure your Premium Pass to sign up for one of our amazing tours. You won't want to miss it!