About - ICMI Contact Center Symposium - Orlando, FL

Multi-Day Contact Center Coaching and Training to Improve Your Center’s Performance

If you are a contact center professional looking for solutions to your contact center challenges, ICMI contact center training symposiums provide a deeper dive into the most common and critical industry topics.

  • Build Your Schedule - courses divided into 2 day and 4 day sessions allowing you to build a custom schedule of training that best meets your needs
  • Actionable Takeaways - bring home best practices, tools and resources to immediately implement positive change within your center
  • Interactive Learning - vital interactive instructor-led classroom training for call center management and other contact center professionals - featuring an intimate environment and peer-to-peer networking.

Collaborate With Your Peers

At the ICMI Orlando Symposium, ample networking opportunities will connect you with forward-thinking contact professionals from top companies. A wide array of comprehensive courses will provide an optimal learning experience for everyone, so send your contact center management or the entire team to ensure improved efficiency across your center.

Packages and Pricing

See all the options here.

Contact Center Coaching

Special Team Pricing – Get 25% off when you bring your team of 3 or more for 3 or 4 days.

For information, contact ICMI at 800.672.6177 or icmi@icmi.com.

Event Highlights

  • Select from seven training courses ONLY available at Symposiums.
  • Acquire key expertise in critical areas of call center learning.
  • Participate in multiple networking opportunities.
  • Minimize travel and time away from your center – while maximizing your return.

Who Should Attend?

Contact Center Management, Executives, and Supervisors Involved in or Responsible for:

  • Contact Centers
  • Telemarketing/Telesales
  • Customer Service
  • Workforce Management
  • Customer Relationship Management
  • Channel Support
  • Help Desks
  • Six Sigma
  • Sales and Marketing
  • Hiring/Coaching/Retention


Can multi-day packages be shared?

No. Each package can only be used by one person, and is non-transferable.

Is internet available?

Internet service is not available in the meeting areas – please plan accordingly. In some cases, internet service purchased or included in your room rate may be accessible in meeting space. Typically there is complimentary access in the hotel lobby.

What do I need to bring?

All students are provided with a student manual for each class they attend, as well as a pen. You may wish to bring a pad for additional note-taking.

Students attending Workforce Management Bootcamp are required to bring a laptop to complete this hands-on course. Specific details regarding requirements are sent to these students approximately 2 weeks prior to training.

Students attending the Quality Form Development Workshop are asked to bring examples of their own quality forms to work on during the course. Details are sent to these students approximately 2 weeks prior to training.

What is the daily schedule?

There is a Networking reception on the first day (Monday) of the Symposium, from 4:30-6pm.

Otherwise, the schedule each day is the same, as follows:
7:30-8:30am - Buffet breakfast
8:30am-4:30pm - Training Classes
12:00pm-1:00pm - Lunch

When is registration open? Do I need to register each day?

The Registration Desk opens at 7:00am on the first day, and 7:30am on subsequent days. You will stop here on your first day of training to receive your badge and other materials. There is no need to re-register n subsequent days.

Can I send someone in my place, if I can no longer attend?

Yes, you may substitute at any time before receiving your materials on-site. If possible, knowing the replacement’s name, title and address prior to attending the Symposium helps facilitate a smooth registration substitution.

How can I tell you about my special physical/dietary needs?

Vegetarian meals/items will be available at all Symposium food functions. If you have additional physical or dietary needs that need to be addressed, please email icmi@icmi.com, and we will do our best to accommodate your request.

Is a group/team discount available?

*Special Team Pricing – Get 25% off when you bring your team of 3 or more for 3 or 4 days.

* Discount is taken from regular pricing and is not combinable with Early Bird discounts, other promotions or offers.

For more information, contact ICMI at 800.672.6177 or icmi@icmi.com.

Is there an early bird discount?

Yes. We have two early bird discounts:

Super Early Bird is for registrations paid before August 25. 4-day passes save $400 off the regular price and 2-day passes save $150 with Super Early Bird.

Early Bird is for registrations paid between August 26 and October 6. 4-day passes save $200 off the regular price and 2-day passes save $75 with Early Bird.

What are ICMI payment policies?

ICMI accepts Visa, MasterCard or American Express for payment. You can also elect to pay by check. Payment is required prior to attendance.

What is included in my Symposium pass?

For a description of the passes available, please click here.

What is the cancellation policy for this Symposium?

Cancellation Policy: Cancellations must be made in writing to ICMI at icmi@icmi.com. YYou may cancel without penalty until October 9, 2020. Cancellations or No Shows as of October 10, 2020 will be charged the full Symposium rate. Attendees who register prior to or after the deadline date who do not cancel in writing by the deadline date are liable for the package cost and will be charged for the full registration fee. No refunds are available after this date. You may provide a substitute attendee at any time without penalty. Each package can only be used by one person and cancellation policies apply to all Symposium packages. Full payment is required before attendance.

What should I wear to attend the Symposium?

Participants are encouraged to dress business casual in order to enjoy this roll-up-your-sleeves event. As conference rooms can often be chilly, it is also advisable to bring along a sweater or light jacket.

ICMI Code of Conduct for all symposium attendees:

1. Purpose

We believe our community should be truly open for everyone. As such, we are committed to providing a friendly, safe and welcoming environment for all, regardless of gender, sexual orientation, disability, ethnicity, or religion.
This code of conduct outlines our expectations for participant behavior, as well as the consequences for unacceptable behavior.
We invite all attendees to help us realize a safe and positive training experience for everyone.

2. Expected behavior

• Be considerate, respectful, and collaborative.
• Refrain from demeaning, discriminatory or harassing behavior and speech.
• Be mindful of your surroundings and of your fellow participants. Alert symposium organizers if you notice a dangerous situation or someone in distress.

3. Unacceptable behavior

• Unacceptable behaviors include: intimidating, harassing, abusive, discriminatory, derogatory, or demeaning conduct by any attendees of the symposium and related symposium activities. Many symposium venues are shared with members of the public; please be respectful to all patrons of these locations.
• Harassment includes: offensive verbal comments related to gender, sexual orientation, race, religion, disability; inappropriate use of nudity and/or sexual images in public spaces; deliberate intimidation, stalking or following; harassing photography or recording; sustained disruption of talks or other events; inappropriate physical contact, and unwelcome sexual attention.
• Wearing clothing that is not suitable for a professional work environment, that is provocative, or otherwise potentially offensive.
• Physical or verbal abuse, intimidation, threats, annoyance, harassment, stalking, pushing, shoving or use of any physical force whatsoever against any person, which in any way creates a disturbance that is disruptive or dangerous, or creates apprehension in a person, as determined by UBM and its event management, in their sole discretion.
• Possession of any item that can be used as a weapon, which may cause danger to others if used in a certain manner.
• Any boisterous, lewd or offensive behavior or language, using sexually explicit or offensive language or conduct, profanity, obscene gestures, or racial, religious or ethnic slurs,
• Possessing any open can, bottle or other receptacle containing any alcoholic beverages, except in areas specifically designated for the consumption of alcohol. Please drink responsibly.
• Possessing any illegal substance, including but not limited to narcotics, marijuana, or other illegal drugs. UBM does not tolerate the use or abuse of illegal substances anywhere in the venue.
• Smoking – other than in designated areas.
• Assembling for the purpose of, or resulting in, disturbing the peace, or committing any unlawful act or engaging in any offensive behavior.
• Failure to obey any rules or regulations of the venue.

4. Consequences of unacceptable behavior

Unacceptable behavior will not be tolerated whether by other attendees, media, speakers, volunteers, organizers, venue staff, sponsors, or exhibitors.
Anyone asked to stop unacceptable behavior is expected to comply immediately.
If a participant engages in unacceptable behavior, the symposium organizers may take any action they deem appropriate, up to and including expulsion from the conference without warning or refund.

5. What to do if you witness or are subjected to unacceptable behavior

If you are subjected to unacceptable behavior, notice that someone else is being subjected to unacceptable behavior, or have any other concerns, please notify a symposium organizer as soon as possible. All reports will remain completely confidential.
Symposium staff will be available to help participants contact venue security or local law enforcement, to provide escorts, or to otherwise assist those experiencing unacceptable behavior to feel safe for the duration of the symposium. You can report unacceptable behavior to any ICMI staff member.. Staff can be found at the registration desk or staff office onsite or you may email one of the contacts below.

6. Scope

We expect all symposium participants (staff, sponsors, volunteers, speakers, attendees, and other guests) to abide by this code of conduct at all symposium venues and symposium-related social events.

7. Contact Information

Joy Sobhani, jsobhani@icmi.com

The above policies may be revised at any time by UBM LLC and are non-negotiable. This Code of Conduct is without prejudice to UBM LLC's rights, all of which it expressly reserves.

The Leading Resource for Call Center Improvement and Customer Service Training

ICMI empowers organizations worldwide to provide the best customer experience possible through industry-leading professional call center training and development that provides services the include consulting and informational resources. ICMI improves the efficiency and business performance of organizations’ customer contact center.

  • Improve Contact Center Operations
  • Empower Contact Center Employees
  • Enhance Customer Loyalty

Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.


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