ICMI’s Contact Center Expo United the Contact Center Industry for Four Days of Learning and Networking
2022年11月9日 - 12:00AM
ビジネスワイヤ(英語)
Digital Event Targeted to the Contact Center Industry to Take
Place in April 2023, Call for Speakers Is Open
ICMI’s Contact Center Expo, which brings contact center industry
professionals together to tackle the challenges and opportunities
that will enable positive growth and change in the industry,
brought the community together to learn and network. The event took
place October 24-27, at the Omni Orlando Resort at Championsgate,
in Orlando, Florida.
Tara Gibb, Senior Director, ICMI’s Contact Center Expo, said,
“It was wonderful to gather the contact center industry together.
We offered a robust conference program with insights from industry
thought leaders, an Expo Hall full of technologies and solutions
poised to move contact centers forward, and many opportunities for
networking. Additionally, we presented ICMI's Global Contact Center
Awards to the top companies, contact centers, and individuals in
the industry. Congratulations to all of the winners. We look
forward to reconnecting with the industry again in 2023.”
The conference program offered a variety of opportunities for
learning (half-day workshops, two-day training classes, keynote
presentations, and breakout sessions) and more than 40 speakers.
ICMI’s Contact Center Expo delivers insight on critical topics and
issues pertinent to the contact center industry. Learning tracks
include Boost Your Culture, Revolutionize the Customer Experience,
Elevate Your Strategy and Leadership, and Maximize Productivity and
Operations.
Highlights of ICMI’s Contact Center Expo
- Brad Cleveland, ICMI’s Co-Founder and Senior Advisor, led a
discussion on “The Forces Shaping the Contact Center of the Future”
with a panel of industry leaders – Brenda Kross, Experience
Delivery Manager at Intuit; Eric Mackowitz, AVP of Service Center
Operations at Amica Mutual Insurance Company; and Murphy Fraser,
Sr. Consultant, Strategy and Operations, at Avtex – focusing on the
key levers that are driving transformational change in today’s
contact centers.
- Paul Long, Author, Master of Shenanigans, and Former Director
of Call Center Operations at Farmers Insurance, presented
“Connecting the Workplace and Life Through F.U.N.”
- Sara Ross, Chief Vitality Officer at BrainAMPED, a research and
strategy firm dedicated to redefining how we succeed at work and
thrive in life, presented “Building Emotional Vitality to Thrive
Through Change.”
- The Expo Hall featured more than 50 exhibitors showcasing the
latest industry solutions.
ICMI’s Global Contact Center Awards
ICMI's Global Contact Center Awards program honors and
recognizes the companies, contact centers, and individuals that
provide a platform for leadership, vision, innovation, and
strategic accomplishments in the profession and their
industries.
ICMI’s Global Contact Center Awards winners:
- Best Contact Center Agent: Gloria Felts, WebMD Health
Services
- Best Contact Center Supervisor: Darlene Unger, Showdown
Displays
- Best Contact Center Manager: Sarah Koop, WebMD Health
Services
- Best Contact Center Trainer: Pat Ricken, TransparentBPO
- Customer Hero of the Year: Davy Kesner, Frontier
- Best Small Contact Center: OneCause
- Runner-up: Society for Human Resource Management
- Best Medium Contact Center: Zeiders Enterprises, Inc.
- Runner-up: WebMD Health Services
- Best Large Contact Center: UnitedHealthcare
- Best Strategic Value to the Organization: Gusto and Concentrix
and Grypp Corp. (tie)
- Best Contact Center Culture: UPMC Health Plan
- Best Digital Customer Experience: Concentrix and Grypp
Corp.
- Best Learning and Development Program: Trex
- Best Outsourcing Provider: Peak Support
- Best New Technology Solution: Infinity and Observe.AI
(tie)
ICMI’s Contact Center Expo: A Digital Experience
On April 12-13, 2023, ICMI’s Contact Center Expo will present a
digital event for the contact center industry. The call for
speakers is now open. Registration will open shortly.
ICMI’s Contact Center Expo 2023 will take place October 16-19,
2023, at Loews Royal Pacific Resort in Orlando.
For information on exhibitor or sponsorship opportunities,
contact us at ICMISales@informa.com.
Follow ICMI’s Contact Center Expo on Twitter, LinkedIn, YouTube
and Facebook.
ABOUT ICMI
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 brought to you by Informa Tech.
About Informa Tech
Informa Tech is a market leading provider of integrated
research, media, training and events to the global Technology
community. We're an international business of more than 600
colleagues, operating in more than 20 markets. Our aim is to
inspire the Technology community to design, build and run a better
digital world through research, media, training and event brands
that inform, educate and connect. Over 7,000 professionals
subscribe to our research, with 225,000 delegates attending our
events and over 18,000 students participating in our training
programs each year, and nearly 4 million people visiting our
digital communities each month. Learn more about Informa Tech.
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Media Meryl Franzman ICMI’s Contact Center Expo
Meryl.franzman@informa.com
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