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ICMI Contact Center Expo & Conference (Fort Lauderdale, FL)


  • The Diplomat Beach Resort 3555 South Ocean Drive Hollywood, FL, 33019 United States (map)

Join Jeff Toister at the premier conference for contact center professionals!

Workshop: High Performance Management

Monday, May 13 at 8:30am. This interactive workshop focuses on the essential skills required to help today's contact center agents achieve and sustain a high level of performance. You will walk away with tools and actionable ideas to help your team reach its full potential. Learn more…

Keynote: Hidden Obstacles to Outstanding Customer Service

Monday, May 13 at 4:45pm. Research reveals that our contact center agents face hidden, unusual, or even counter intuitive obstacles that make it difficult to serve customers at the highest level. This highly engaging presentation shares several common examples that may surprise you! Learn more…

Session: The Journey to a Customer-Focused Culture

Tuesday, May 14 at 2:00pm. This entertaining and informative presentation shares three essential elements that leading contact centers use to develop customer-focused cultures where agents are absolutely obsessed with customer service. Learn more…

Session: How to Measure the Effectiveness of Agent Training

Wednesday, May 15 at 4:00pm. You've trained your agents, but is it working? You'll learn proven training evaluation techniques in this hands-on session from a former contact center training leader and Certified Professional in Learning and Performance. Learn more…

Earlier Event: April 29
Smart Customer Service (Washington, DC)