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Ft.Lauderdale, FL | May 11-14, 2020
The Diplomat Resort

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    Attendee Testimonials

    What Attendees Are Saying About Contact Center Expo


    I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

    Jo Henry
    Team Captain , Dorel Juvenile

    Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

    Claire Neumann
    Customer Service Manager , The General Insurance

    By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

    Evan Watson
    Documentation Specialist , AICPA

    This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

    Haley Birdyshaw
    Sponsor and Donor Relations Operations Analyst , Compassion International

    There is always something we can do better to help our customers and it is good to share best practices with others that live in your world.

    Kathy Liatos
    Member Services Manager , Christian Care Ministries

    I learned so much and I have come back to my contact center with new enthusiasm and great ideas for improvement.

    Lonnie Gridley
    Contact Center Director , Progressive Finance

    This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

    Matthew Bingham
    Sr. Manager Customer Care, Technology Services , J. J. Keller & Associates

    Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

    Michelle Wedding
    Associate Manager , Mead Johnson

    ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

    Nancy Ellis
    Network/Telecommunications Analyst , Vectren Corporation

    This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

    Nicholas Woltring
    Director of Customer Service , National Guardian Life Insurance

    The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

    Tina Domer
    Customer Care Manager , Restaurant Technologies, Inc.

    The speakers and sessions were very informative and the conference was extremely well-organized. Just enough time in each session/presentation! Well done ICMI!

    Trenyse Briggs
    Business Development Manager , Convey Health Solutions

    I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

    Esther Edmonds
    Contact Center Manager , U.S. Government Printing Office

    The conference was so valuable; I learned a great deal and made some excellent connections.

    Cortney Jonas Burnos
    Workforce Management Director , CareCentrix

    "Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

    Luke Jamieson
    Head of Member Services , UniSuper

    "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

    "By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

    Luke Jamieson
    Head of Member Services , UniSuper

    "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

    "You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

    Dan Blattler
    , Cox Communication

    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