Event Experiences

This is your chance to spend time with industry peers and enjoy experiences that are both career-enhancing and deeply personal. Whether catching up with valued contacts or meeting for the first time, prepare for productive discussions with bright, solutions-oriented peers….and so much fun.

Community-Focused, Peer Led, Lasting Relationships.

You spend your days striving to create the ultimate customer experience. Now we get to return the favor! This is your chance to spend time with industry peers and enjoy experiences that are both career-enhancing and deeply personal. Whether catching up with valued contacts or meeting for the first time, prepare for productive discussions with bright, solutions-oriented peers….and so much fun.

Conference Party Featuring the Global Contact Center Awards Ceremony

Wednesday, October 26 | 6:30 PM to 9:30 PM

The ICMI Global Contact Center Awards Ceremony offers a chance to come together to celebrate greatness in the contact center industry. The awards recognize frontline workers, managers, and teams who deliver excellent customer and employee experience in a fast-paced and dynamic work environment. Check out our Global Contact Center Awards finalists. After enjoy the conference party where you can mingle, dance, and just have fun. It will be illuminating!

Expo Hall

Tuesday, October 25 | 5:00 PM - 7:30 PM

Wednesday, October 26 | 1:00 PM - 4:00 PM

Thursday, October 27 | 1:00 PM - 3:45 PM

More than an Expo Hall, it’s your marketplace for exploring, discovering, and assessing new business partners, products, services, and technologies in all the categories critical to your success...all while enjoying fun, games, demos, refreshments, and networking. View our exhibitor list.

Networking Reception

Tuesday, October 25 | 5:00 PM - 7:30 PM | Expo Hall

This is your chance to enjoy libations, nosh on appetizers, and mingle with your industry peers in a comfortable and relaxed environment. We’ll join together and raise a glass to all we've learned over the last few years, and toast what's ahead!

Solution Spotlight Sessions

During Expo Hall Hours, Visit Agenda for Exact Times

The Expo Hall is an expansive area with a wide variety of solutions providers. It can be difficult to really dig in and engage with those who can help us succeed. That’s why we’ve set aside a special area where you can meet peers who share your challenges and watch customized product demos from top solution providers.

View agenda.

Networking Breakfasts & Lunches

Monday, October 24 | 7:00 AM - 8:00 AM (Training + Standard Conference Pass)

Monday, October 24 | 12:00 PM - 1:00 PM (Training + Standard Conference Pass)

Tuesday, October 25 | 7:00 AM - 8:00 AM (Training + Standard Conference Pass & Premium Pass)

Tuesday, October 25 | 12:00 PM - 1:00 PM (Training + Standard Conference Pass & Premium Pass)

Wednesday, October 26 | 7:30 AM - 8:30 AM (All Paid Passes)

Wednesday, October 26 | 12:30 PM - 1:30 PM (All Paid Passes)

Thursday, October 27 | 7:30 AM - 8:30 AM (All Paid Passes)

Thursday, October 27 | 12:30 PM - 1:30 PM (All Paid Passes)

Not only is this a great chance to take a break between sessions, but it's also an opportunity to continue networking with peers! Grab a plate, grab a seat, and enjoy casual conversation with your tablemates. Included with all paid passes.

Passport to Prizes

Thursday, October 27 | 3:30 PM to 3:45 PM

Enter for a chance to win a number of great prizes donated by participating exhibitors! How to play? Head to the expo hall to collect your Passport to Prizes game card. Then, stop by each booth listed on the card to collect a stamp. Once you have all the required stamps, you can turn your card in for the drawing.

Drawing takes place Thursday, October 27th from 3:30 PM to 3:45 PM. You must be present to win.

Book Signing with Paul Long

Wednesday, October 26 | 10:00 AM (Following Keynote)

Featured Keynote Speaker, Paul Long, will be signing his book Fundamism: Connecting to Life Through F.U.N.

Paul Long is a speaker, author, podcaster and master of shenanigans – and as the former Director of Call Center Operations at Farmers Insurance he has walked in your shoes. He has developed a concept called Fundamism, simply defined as the FUNdamentals of a F.U.N. and optimistic lifestyle.

When implemented, Paul’s philosophy has been proven to reduce attrition, attract great talent, improve customer experience and drive employee engagement. Paul is not only great in discussing operational growth theory, but in his corporate leadership experience he’s also seen success putting his FUNdamentals into practice.

Book Signing with Brad Cleveland

Thursday, October 27 | 10:00 AM (Following Keynote)

Keynote Speaker Brad Cleveland will be signing his book Contact Center Management on Fast Forward (CCMonFF).

Brad Cleveland is known globally as one of todays foremost experts in customer strategy and management. He has worked across 45 U.S. states and in over 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the federal governments of Australia, Canada, and the United States. His books and articles have been translated into more than a dozen languages.

Trusted for its accuracy, clarity, and proven guidance, CCMonFF has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, AI, social media, performance metrics, strategy, and much more!

Book Store Hours

Make Time to Visit Our Book Store

Tuesday | October 25 | 12 pm - 5:30 pm

Wednesday | October 26 | 7:30 am - 5:30 pm

Thursday | October 27 | 7:30 am - 4 pm

Coffee & Juice Breaks

Stay Hydrated During Our Coffee & Juice Breaks

Coffee

Tuesday | 3:45 pm - 4:00 pm | Osceola Foyer

Wednesday | 10:00 am - 10:15 am | Osceola Foyer | Sponsored by PingPlotter

Wednesday | 2:50 pm - 3:15 pm | Expo Hall | Plus cookies!

Thursday | 10:00 am - 10:15 am | Osceola Foyer

Juice

Thursday | 2:50 pm - 3:15 pm | Expo Hall | Sponsored by PingPlotter