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

Boost Your Culture Sessions

Choose a Conference Track:

Working in a contact center has always been a bit of a hard sell. (Let’s face it, it’s not for everyone!) But with unemployment at historical lows, creating and nurturing a culture that both attracts and retains top talent has never been more critical. Sessions in this track will provide valuable strategies for successfully hiring and onboarding, as well as creating a positive culture that increases engagement and minimizes attrition.


Session 102

How to Transform Agent Training with Microlearning

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Jeff Toister

Contact centers constantly face pressure to make agent training faster, cheaper, and better. One way to achieve this is through an innovative approach called microlearning where agents learn new content and develop skills in small chunks at a time. Discover how microlearning can speed up training, improve retention, and dramatically reduce training costs. Explore ways this learning approach increases learner engagement and performance. Identify ways to use microlearning to rapidly train new content or reinforce new concepts. Identify simple, low-tech tools you can use to create your own microlearning content.

Session 202

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

Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
LESLIE OFLAHAVAN, Jon Bell

In just one year, TriMet (Portland, Oregon's largest transit agency) scaled its 8-person, Monday-Friday phone-based support team to a 20-person, 24/7 omnichannel powerhouse. Under Jon Bell's leadership, the customer care team added social media and SMS channels and rolled out support for Hop Fastpass, the first-ever fare card to be used in Apple's wallet. With this "lifestyle product" fare cardwhich can also be used to unlock bike lockers and pay other fares, TriMet is a pioneer in the industry. How did TriMet grow so fast and improve service quality at the same time? By focusing on developing agents' skills. In this session, Jon Bell and Leslie O'Flahavan will describe their template rewrite project and their training project. Together, these efforts enabled everyone on the team the long-tenured phone reps, the newly hired social media reps, and the former bus drivers now assigned to the customer care team to serve customers through digital channels.

Session 302

How to Keep Toxic Agents from Ruining Your Culture

Tuesday | 2:45 PM – 4:15 PM
Location: Conference Hotel
Jeff Toister

Toxic agents are all too common in contact centers. One study found that 1 in 20 contact center agents are fired within their first year for toxic behavior such as fraud, harassment, theft, or other flagrant policy violations. These employees sap morale, hurt productivity, and take up way too much of our time. This interactive session will share some surprising research that explains why contact centers attract toxic agents. You will walk away with concrete steps you can take to prevent toxic agents from ruining your culture.

Session 402

So You Want to Promote Your Agent to Supervisor…

Tuesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Justin Robbins

One of the most common scenarios in the contact center is that the best agents become the next generation of supervisors and leaders. But, is that really the best approach? What if being a bad agent is actually the sign of a great leader? In this spirited debate among the panelists who have grown through the ranks you will hear what it really takes to develop a successful contact center career. You will learn: the key characteristics needed to succeed in a contact center leadership role, and how to spot those characteristics in employees, how to develop more strategic career paths for contact center employees and what the future holds for careers in customer service.

Session 502

Supporting Employee Growth: Developing a Successful Career Path

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Beth Gauthier-Jenkin, Sarah Gibart

With unemployment rates at record lows and the growing popularity of the gig economy, contact center leaders are under enormous pressure to develop and retain current employees. Gopher Sport's award-winning approach to employee development scored them the coveted ICMI Global Contact Center Award for Best Small Contact Center in 2018, and more than a dozen of their employees landed on the 2018 ICMI Customer Experience Movers & Shakers list. What's their secret? In part, their commitment to supporting their employees growth and development and their unique approach to career pathing. If you're looking for practical ways to develop your leadership pipeline, boost morale, or improve performance, don't miss this opportunity to hear Gopher Sport share their approach to supportive leadership and focused growth.

Session 602

An Extraordinary Workplace Is More Than Ping Pong Tables and Bean Bag Chairs

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel

Description Coming Soon

Session 702

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

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Fancy Mills

Much attention is given to employee engagement given its correlation to customer satisfaction, but employee empowerment – which drives both employee engagement and customer satisfaction – is often overlooked. This interactive session will focus on defining team empowerment and understanding its three core components. Explore the key challenges to empowerment and discover tactics for overcoming them. We'll share industry insights as well as real-world examples of what has worked to empower and motivate our own contact center team.

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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