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ICMI's Call Center Demo & Conference 2012 Roundup

On October 9-11, 2012, ICMI hosted its annual Call Center Demo & Conference in Dallas, Texas.

There were so many exciting and informative events and sessions that took place in those three days. You can also visit ICMI’s Facebook page to view photos from the conference.

Below, we’ve rounded up just some of this year's conference highlights.

Pre-Conference Sessions & Site Tours:

This year, there were eight pre-conference workshops to choose from, including the popular Principles of Effective Contact Center Management taught by ICMI Senior Advisor, Brad Cleveland.

Pre-conference attendees also had the option to participating in one or more of our four site tours. This year, the tours visited:


Wednesday morning, Brad Cleveland provided the conference welcome and introduced keynote presenter, Ann Tardy, of LifeMoxie Mentoring. Ann’s energetic presentation, Rousing the Remarkable: The Secret to Unleashing Moxie in a Mediocre World, really 'roused' the crowd and got them ready to unleash their moxie for the rest of the day! (ICMI interviewed Ann to learn more about her powerful mentoring techniques.)

Then Thursday, Garrison Wynn's presentation Mastering the Art of Influence had the crowd laughing out loud with his humorous spin on being influential in the workplace.

Case Studies & Sessions:

Both conference days offered engaging and informative sessions.

This year, ICMI presented case studies from five top organizations:

The sessions were broken out into four main conference tracks: People Management, Operations Management, Strategy and Leadership and Technology. Each track included six sessions per time slot at levels ranging from beginner to advanced.

Networking Opportunities:

Both days of the Conference started bright and early with special "Industry Roundtable" and "QueueTips" breakfasts. Each provided attendees with the opportunity to sit and chat with industry experts, ICMI team members as well as other members of the ICMI community.

Other conference highlights included:

-A presentation on the benefits of CIAC Certification, featuring Amas Tenumah, Vice President of Operations at Teleflora. (You can read more of Amas’ story on ICMI.com.)

-The Call Center Cartoon Exhibit, featuring the work of artist Carl Nelson. Head over to our blog to view and submit your captions for October!

For a more in-depth look at this year’s presentations and speakers, you can visit the Call Center Demo & Conference website.

You can also follow the conversation on Twitter by tracking the #ccdemo12 tag.

In 2013, Call Center Demo & Conference is headed to Atlanta, GA. So, mark your calendars for October 21-23!

Christina Hammarberg is the former associate editor at ICMI.