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Pre-Event Virtual Training | October 6-7, 2020
Digital Experience Event | October 13-14, 2020
Exhibit Register to Attend

Half-Day Interactive Workshops


Our workshops are led by ICMI's top trainers in an interactive, informative and educational online environment.

The following half day workshops are taking place on Tuesday, October 6 and Wednesday, October 7


The Principles of Effective Contact Center Management

Tuesday | 11:00 AM – 2:00 PM
Oct 6
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the bestseller: Contact Center Management on Fast Forward: Succeeding in a New Era of Customer Experience, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher, this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.


CX Accelerator Bootcamp: The Basics

Tuesday | 11:00 AM – 2:00 PM
Oct 6
Nate Brown

Customer experience is the next competitive battleground: Are you ready for battle? This workshop covers the basics of CX: how it's different from customer service, how to measure CX and map the customer journey, and how to gauge the overall maturity of your organization's CX. Walk away with a basic toolkit to assess your contact center and start driving meaningful, high-impact improvement.


The Future of Metrics

Tuesday | 11:00 AM – 12:00 PM
Oct 6
Josh Streets

What does the future of metrics look like for contact centers? In this half-day workshop, you'll learn about the role metrics play in process improvement; what you should be measuring when it comes to quality, efficiency, performance, and strategic impact; how to use metrics to talk about performance and improvement; and, crucially, how new channels are impacting the contact center. The contact center is constantly evolving...and so should the way we track and measure performance!


Driving Big Results From Small Contact Centers

Tuesday | 11:00 AM – 2:00 PM
Oct 6
Rose Polchin

No matter your size, customers demand fast, personalized, thoughtful service. Sometimes it seems impossible for small contact centers to meet the high expectations set by big businesses. Don't be discouraged! Small contact centers create some of the world's best customer experiences. In this interactive session, together with ICMI's expert consultant, Rose Polchin, you'll discover ways to take advantage of your small size. With the right skills, and operational plans, you'll be well positioned to maximize your resources and deliver exceptional results.


Taking the Pulse of Omnichannel: A Health Check

Wednesday | 11:00 AM – 2:00 PM
Oct 7
Scott Sachs

As the number of customer contact channels and self-service options increase, so does the need for a streamlined, unified customer experience. By operating under an omnichannel strategy, organizations can achieve this goal - but how do you know if you're ready to make the transition? How do you optimize your current approach? In this workshop, Scott Sachs will walk attendees through an omnichannel pulse check. Learn how to begin implementing a true omnichannel strategy or, if you're further along in your omnichannel journey, assess your current state and optimize your strategy.


Beyond Bootstrapping Quality

Wednesday | 11:00 AM – 2:00 PM
Oct 7
Jeremy Watkin

Are you a small contact center leader who currently relies on basic spreadsheets to run your quality management program? Good news. You don't have to become an Excel whiz to drive meaningful improvement. During this session, you'll learn practical ways to simplify processes, get more out of coaching, and glean better reporting so you can improve the customer experience. No complex formulas required!


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

Wednesday | 11:00 AM – 2:00 PM
Oct 7
Mercedes McAndrew

Technology is indeed the future, but not all of it. Much of a company's success will be based squarely on the human side of customer service. Businesses with the right balance of organizational behavior, soft skills, EQ, and business acumen will always find ways to thrive. The Trailblazers for the Future workshop is designed to help managers establish their teams as a world-class customer service organization through a series of skill-building workshops designed to get everyone ready for a future with AI. Without great customer service agents, technology can't reach its potential. In this session, you will learn how to help your team develop the organizational behavior, soft skills, EQ and business acumen to succeed and thrive in the future of customer service and AI.


Leading Small Teams to Big Victories: How Small Contact Centers Manage People

Wednesday | 11:00 AM – 2:00 PM
Oct 7
Rose Polchin

People are the foundation of all contact centers, but it's not easy to lead small ones when all the advice is for sprawling giants. This session helps you embrace the benefits of being small, with fewer than 50 agents. Join ICMI Senior Consultant, Rose Polchin, to learn and share strategies and techniques to make the most of dwindling budgets, limited career paths, and basic technology. Together, we'll maximize the return on your greatest asset: people

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