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Digital Event | April 20-21, 2021
Dallas, Texas | September 7-10, 2021

Conference Agenda

10:30 AM - 11:30 AM

Discussion Groups: 6 Popular Topics

3:00 PM - 3:30 PM

Briefing 1: Topic and Sponsor TBA

3:00 PM - 3:30 PM

Briefing 2: Topic and Sponsor TBA

11:45 AM - 12:00 PM

Welcome and Meet the Emcee

12:00 PM - 1:00 PM


1:00 PM - 1:45 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