The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center.
Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service.
ICMI is organized by UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit www.ubm.com for the latest news and information about UBM.
ICMI empowers organizations worldwide to provide the best customer experience possible through industry-leading professional services such as consulting, training, events and information resources.
Improve Contact Center Operations
Empower Contact Center Employees
Enhance Customer Loyalty
The Most Comprehensive Program for Contact Center Professionals
ICMI Contact Center Expo unites, educates and inspires professionals looking to further their knowledge in an industry undergoing constant transformation. As customer expectations continue to rise, it’s up to us — the contact center professionals — to rise with them.
ICMI Contact Center Expo is the highest rated and most trusted Contact Center event in the industry. Contact center professionals trust the ICMI brand and know they can rely on ICMI to deliver the most comprehensive, unbiased program. ICMI’s reputation for vetting their speakers and bringing the most knowledgeable experts to the program is unsurpassed in the industry.
So Many Reasons to Attend:
Meaningful Content - The educational program offers deep, rich and meaningful content, which is reflected in session length. With 4-hour pre-conference workshops, 60-minute main conference sessions, and a post-conference program with full-day selections, our classes provide a non-rushed learning environment with plenty of time for Q&A.
Expert Speakers – Session and workshop speaking spots cannot be “purchased” by vendors or sponsors. All sessions and speakers are selected by our Advisory Board of industry experts through a “call for papers” process and outreach to industry experts. Content is driven by research, community needs, and audience feedback.
Interesting Ways to Connect – Whether it’s with vendors or peers, we offer unique way to connect. Flying solo? No problem. It’s easy to connect with others through the mobile app, contact center tours, games/contests, breakfast roundtable discussions, welcome receptions and awards parties.
Solution Packed Expo Hall – The buzzing Expo Hall connects you with 100+ solution providers and all the latest systems and technologies to quickly and skillfully build the bridge between customer expections and reality. Plus, CC Expo makes connecting and finding solutions to your challenges fun, energetic, and even delicious! Nothing brings people together quite like food, and our Expo Hall Food Truck Rally is the most talked about show floor experience in the industry.
Case Studies - Case Studies - Your chance to learn from leading organizations who have done what you are thinking of doing. Hear the challenges they encountered and the lessons they learned as they share proven strategies with you!
Looking for the right technology to improve contact center operations or the customer experience? Our buzzing Expo Hall helps you discover and evaluate 80+ top solution providers all under one roof! Bring your team and get the input of multiple stakeholders.
BE AN EXHIBITOR!
Exhibitors LOVE coming to ICMI Contact Center Expo! Download the exhibitor and sponsor prospectus to learn how you can be part of the contact center community and share your products and services with key decision-makers who have a burning desire to improve their contact center operations through technology and improved services.
ICMI Contact Center Expo unites professionals looking to further their knowledge in an industry in constant transformation. As customer expectations continue to rise, it’s up to us—the contact center professionals—to rise with them.
So how can we keep up with rapidly emerging and evolving technologies? With heightened emphasis on meaningful metrics that drive change? With an increasingly diverse workforce? With all the pressure to create a flawless customer experience—through every interaction not only within our contact centers but across the entire organization?
Simple. We do it together at CC Expo. Because that’s the only place you’ll be all in, linked by an unbreakable esprit de corps—unique in our profession of helpers and supporters. When we come together, whether it’s within our organization or outside, we strengthen our industry, our customer relationships, and ourselves.
The diverse, approachable speakers will inspire you.
Expert and experienced, the inspirational keynote speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture. You’ll bear witness to the power of coming together and the impact it can have on your career, your team, and your business.
The ICMI Global Contact Center Awards gala will motivate you.
The sense of togetherness is palpable at the awards ceremony—where proud professionals from around the globe join to celebrate the achievements of our community and the significance of our work. ICMI’s Global Contact Center Awards painstakingly vet, judge, and select the best and brightest making it a who’s who of top notch professionals all under one roof. The atmosphere is electric as we’re drawn together by an overwhelming sense of pride and accomplishment in who we are and what we do.
The sessions, case studies, and contact center tours will energize you.
The learning atmosphere is one of collaboration. Sure, the 75+ sessions cover all the trending industry hot topics, but they also encourage—even feature—the sharing of ideas and best practices to overcome common challenges. Whether you’re just beginning in a new role, refreshing your skillset, or looking for innovative and creative takeaways, you won’t be alone at CC Expo and its #1 rated content program.
Always a highlight of Contact Center Expo, our tours give you a guided glimpse of the best contact centers in Orlando. They’ve agreed to open their doors and show you how their department operations, processes, technologies, and personnel all come together to provide dependable, stellar service. Step into a world where consistency, cohesion, and teamwork coalesce to offer you an eye-opening display of how the “power of one” can truly transform the customer experience.
The solutions-packed Expo Hall will enlighten you.
To say that it’s a challenge to bridge the gap between expectations and reality in today’s era of customer service is an understatement. Don’t go it alone. Our buzzing Expo Hall connects you with 100+ solution providers and all the latest systems and technologies to quickly and skillfully build that bridge.
Source: Event Website
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