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Prepare for Turbulence: What 2023 Will Bring for Contact Centers and their Customers

Air Date: January 31, 2023
Time: 2:00 pm ET

Holly Terrill , Josh Streets , Rob Dwyer

Moderators: Tim McElgunn

Watch the webinar video below.

In 2022, contact center leaders dealt with “quiet quitting” - sometimes called acting your wage; quiet hiring - giving existing employees new or expanded responsibilities, not always compensated; the first real taste of what AI and other types of advanced automation will mean to the contact center; and so much more. We hope you all had a restful holiday season, because the coming year looks like it’s going to be another wild ride.

Join ICMI principal analyst Tim McElgunn for a wide-ranging conversation with contact center thought leaders Josh Streets, Rob Dwyer, and Holly Terrill.

We’ll break down some of the biggest contact center trends from last year, separate hype from reality, and talk about what contact center leaders need to prepare for as we all embark on another customer-focused voyage around the sun. 


Register now!

Holly Terrill
Director of Member Support Services | Contact Center, Meritrust Credit Union

Holly [she/they] oversees the contact center and interactive services teams at Meritrust Credit Union as the Director of Member Support Services. She has over 20 years of combined customer service, financial institution, and contact center experience. Holly is a credit union advocate (and comic book enthusiast) with a passion for her people. Their contagious positive energy creates an environment where employees are empowered to grow and thrive while bringing to life their passions, both inside the organization and out in the world. When not at work, Holly, along with her spouse and kiddo, strives to advocate for others, using their voices to stand up against the injustices faced by those whose voices can't be heard.

Headshot for Josh Streets
Josh Streets
CEO and Founder, Scoreboard Group

Josh Streets is the CEO & Founder of Scoreboard Group Consulting, a company focused on partnering with HDI and ICMI to help companies find and implement the right technologies to improve the employee and customer experience. Josh is also ICMI’s Technology Practice leader. Learn more about how ICMI’s Technology Practice can help you accelerate your technology roadmap.


Rob Dwyer
Director of Customer Engagement, Happitu

For over a decade, Rob Dwyer has successfully trained, coached, and developed agents and contact center leaders throughout the world to provide superior customer service and increase agent retention rates.Today, Rob leads client engagement at Happitu – a robust agent-enablement and CX analysis platform. He is also the host of Next in Queue, a podcast about people in the Contact Center and CX industries. Connect with him on LinkedIn.

Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Strategy, Best Practices, Leadership