ICMI’s Contact Center Expo Announces 2024 Conference Program, Brings the Contact Center Community Together to Discuss Industry Trends and Emerging Issues

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Jun 18, 2024 10:00 am

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, today announces its 2024 conference program. The program brings the call center community together to learn, discuss and debate industry trends and emerging issues. ICMI’s Contact Center Expo takes place October 21-24 at the Loews Royal Pacific Resort in Orlando, Florida. Register here.

Cindee Stott, Event Director, ICMI’s Contact Center Expo said, “Our event delivers expert strategy and insight into the technologies and concepts contact center professionals need to know to plan, manage, and optimize their customer services center. Our conference program is focused on the rapidly evolving industry and will help attendees gain a competitive advantage whether they’re tackling AI and automation roadblocks, facing agent experience challenges, or working to optimize their operations.”

ICMI’s Contact Center Expo delivers education targeted to four learning tracks, including:

  • Boost Your Culture
  • Revolutionize the Experience
  • Elevate Your Strategy and Leadership
  • Maximize Productivity and Operations

Kyle Sheele, accidental TikToker and Champion of Crazy Ideas will deliver one of three keynote addresses, “Becoming an Idea Factory.” Creativity is a skill like any other that can be learned. In the same way that we teach employees how to track expenses, process invoices, and jiggle the lock just right to get into the supply closet, they can be taught them how to be more creative, how to have better ideas, and how to build a culture where innovation is a natural byproduct. In this presentation, Sheele will inspire attendees to harness their capacity for creativity and innovation; give practical tips to get more ideas out of themselves and their team and help avoid common idea-killers in an organization.

Site Tours

ICMI’s Contact Center Expo will feature tours at innovative contact centers in Orlando. During the tours, attendees will learn about strategies for engaging and retaining employees, leading hybrid workforces, delivering on customer experience, and implementing new tools.

Site tours include:

  • Disney Reservations
  • Lighthouse Works
  • Disney Cruise Line & Disney Vacation Club Member Services

For more information, click here.

Pre-Conference Training Classes

ICMI’s Contact Center Expo offers attendees two-days of pre-conference education. Pre-conference training topics include:

  • Contact Center Management Bootcamp
  • Contact Center Strategy and Leadership
  • Foundations in Contact Center Metrics
  • Artificial Intelligence in the Contact Center
  • Contact Center Supervisor Fundamentals and People Management

For more information on the pre-conference training classes, click here.

Learn more about ICMI’s Contact Center Expo here. Click here to register.

For media registration, click here.

For additional information on exhibition or sponsorship opportunities, contact us at [email protected].

Follow ICMI’s Contact Center Expo on X, LinkedIn, YouTube, Instagram and Facebook.


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 leading provider of market insight and market access to the global business technology community. Through in-depth expertise and an engaged audience community, Informa Tech helps business professionals make better technology decisions and marketers reach the most powerful tech buyers and influencers in the world. Across its portfolio of over 100+ trusted brands, Informa Tech has over 1000 industry experts, including over 400 research analysts and consultants in global research group Omdia, and a monthly audience reach of over 125 million. Informa Tech is a division of FTSE 100 company Informa plc.

Meryl Franzman
ICMI’s Contact Center Expo
[email protected]

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