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Dallas, TX | October 12-15, 2020
Digital | October 13-14, 2020
Exhibit Register to Attend

Conference Agenda

4:00 PM - 7:00 PM

Registration / Check-In

4:00 PM - 7:00 PM

Say "Hello’" Welcome Reception

6:30 AM - 7:00 PM

Registration / Check-In

6:30 AM - 8:30 AM


8:30 AM - 12:00 PM

Morning Workshops

The Principles of Effective Contact Center Management

CX Accelerator Bootcamp: The Basics

The Future of Metrics

8:30 AM - 12:00 PM

Morning Tours

12:00 PM - 1:00 PM


1:00 PM - 4:30 PM

Afternoon Workshops

MasterMinds: More Than the Conference Experience

Taking the Pulse of Omnichannel: A Health Check

Beyond Bootstrapping Quality

Trailblazers for the Future - Contact Center Soft Skills and Business Acumen Workshop

1:00 PM - 4:30 PM

Afternoon Tours

4:45 PM - 5:15 PM

Welcome Keynote with Fancy Mills

5:15 PM - 7:15 PM

Expo Hall Bash

7:00 AM - 6:30 PM

Registration / Check-In

6:15 AM - 7:00 AM

Morning Fun Run and Walk

7:00 AM - 8:00 AM

Industry Roundtable Breakfast

7:00 AM - 8:00 AM

Breakfast Briefing 1: Topic and Sponsor TBA

7:00 AM - 8:00 AM

Breakfast Briefing 2: Topic and Sponsor TBA

8:00 AM - 9:30 AM

Keynote Address with Brad Cleveland

8:00 AM - 9:30 AM

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

9:30 AM - 1:30 PM

Expo Hall Open

9:45 AM - 10:30 AM

Keynote Book Signing

11:30 AM - 12:30 PM

Conference Session Block #1

Judge Judy CX Edition: The Case Against NPS

How to Transform Agent Training with Microlearning

Your Brand Voice - How to Maintain Consistency Across Channels

Love Your People, Shape Your Culture, and Drive Success

Channel Check: The Path to Omnichannel in the Contact Center

Boosting Chat Conversions with Augmented Intelligence

12:00 PM - 1:30 PM

“Together We Innovate” Lunch in the Expo Hall

1:30 PM - 2:30 PM

Conference Session Block #2

Your Metrics Are Talking to You...But Are You Listening?

How the TriMet Customer Support Team Added Agents, Hours, and Channels Without Sacrificing Service Quality

Delighting Customers with Innovative Customer Experience

Change Management - From Migraine to Movement

Leaning Into Agent Experience: Elevate Your CX With a Deliberate Focus on AX

Who Is Training the Trainer?

2:45 PM - 3:45 PM

Conference Session Block #3

Using Surveys and Metrics to Improve Your Contact Center

How to Keep Toxic Agents from Ruining Your Culture

The New World of Experience Management: What It Means and How to Do It Right

Keys to Real Accountability that Drive Results

MOOving on up - The Story of Growth From An Award Winning Contact Center

Automated Quality Management – Why Large Contact Centers Should Pay Attention

4:00 PM - 5:00 PM

Conference Session Block #4

Never Send a Phone Form To Do the Job of an Email Form - Adapting Quality Assurance For Written Channels

So You Want to Promote Your Agent to Supervisor…

Organic vs Artificial Intelligence (OI vs AI)

Developing an Effective Customer Access Strategy

Collaborate and Listen - Breaking Down Silos in Your Organization

Eliminate Waste and Free Up Capacity to Increase Strategic Value

6:00 PM - 8:30 PM

Denim & Diamonds Bash: ICMI Global Contact Center Awards Party

7:00 AM - 4:00 PM

Registration / Check-In

6:15 AM - 7:00 AM

Morning Fun Run and Walk

7:00 AM - 8:00 AM

Topic-Based Networking Breakfast

7:00 AM - 8:00 AM

Breakfast Briefing 1: Topic TBA

7:00 AM - 8:00 AM

Breakfast Briefing 2: Topic TBA

8:00 AM - 9:30 AM

Keynote Address with Fancy Mills

8:00 AM - 9:30 AM

Keynote Duncan Wardle, "Customer Experience Magic"

9:30 AM - 12:30 PM

Visit the Expo Hall

9:45 AM - 10:30 AM

Keynote Book Signing

12:10 PM - 12:30 PM

Passport to Prizes Drawing in the Expo Hall

12:30 PM - 1:30 PM

"Together We Connectl" Lunch

1:30 PM - 2:30 PM

Conference Session Block #5

8 Tips for Developing Meaningful Customer Satisfaction Surveys

Supporting Employee Growth: Developing a Successful Career Path

How Mature Is Your Customer Experience?

Small Contact Center in a Large Enterprise - Leveraging Existing Corporate Tools

Preparing Your Agents for Threatening, Accusatory, and Emergency Calls

A Journey Through Culture and Workforce Transformation at ADT

2:45 PM - 3:45 PM

Conference Session Block #6

How to Build Metrics that Sustain Long Term Relationships

CX Change Through The Lens Of The Kotter Model

How Does AI Impact Your Contact Center Workforce?

Build a Compelling Business Case: Maximizing the Impact of Your Voice of the Customer

Test Your WFO Knowledge – Play WFO Jeopardy!

4:00 PM - 5:00 PM

Conference Session Block #7

Protecting Your Recruitment Investment by Gamifying Onboarding

Do You Really Want to Hurt Me?: Engaging Employees in the Contact Center

The New MVP: Adopting a Minimal Viable Product Approach For Better CX

New Methods to Hiring in a Challenging Economy

Building a World-Class Agent Experience Program

Make the First Call Count with Predictive Phone Intelligence

7:30 AM - 12:00 PM

Information Desk Open

7:30 AM - 8:30 AM


8:30 AM - 4:30 PM

ICMI Training

ICMI Small Contact Center Workshop - Full Day

ICMI Workforce Management Principles - Full Day

ICMI Contact Center Strategy - Full Day

12:00 PM - 1:00 PM


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

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 ,

"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