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Event Contact


Tel : 866-535-8988

Event Organizer

UBM Americas
2 Pennsylvania Plaza
New York
New York 10121

Tel : 212-600-3000

Contact Center Expo & Conference 2016

Exhibition Area, sf
Exhibition Hall
Largest Ballroom, sf
Ballroom Seating
Hotels, Rooms
Attendees
2016
1,500+
2015
2014
2013
2012
2011
Exhibitors
2016
100+
2015
2014
2013
2012
2011
EVENT DATE
May 2016
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EVENT

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Known worldwide as the essential forum for educational growth, networking, and sharing of proven best practices, ICMI Contact Center Expo & Conference is the premiere global event for contact center professionals.

VENUE LOCATION

Long Beach Convention & Entertainment Center, 300 East Ocean Boulevard, Long Beach California,

KEYNOTE SPEAKER

Scott McKain

Scott McKain is an internationally known authority who helps organizations create distinction in every phase of business and teaches how to deliver an “Ultimate Customer Experience®.” He is the founder of a consulting and training company that explores the role of ultimate customer experiences in creating enhanced client retention and revenue, and is the author of three Amazon.com #1 business bestsellers; all teaching how to expand profits, increase sales, and engage customers. McKain’s latest book, released by publisher McGraw-Hill and titled

AGENDA

May 09   

4:00pm - 7:00pm

Pass Type: 3 Day Pass, 4 Day Pass, Speaker Pass, 2 Day Pass, EXPO Hall Only, Exhibitor Pass, Media Pass

5:00pm - 7:00pm

Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, EXPO Hall Only, Speaker Pass, Exhibitor Pass, Media Pass
May 10   
Pass Type: 2 Day Pass, 3 Day Pass, EXPO Hall Only, 4 Day Pass, Speaker Pass, Exhibitor Pass, Media Pass
Format: Half Day Contact Center Tour
Track: Tour
Pass Type: 3 Day Pass, 4 Day Pass, Speaker Pass
Format: Half Day Contact Center Tour
Track: Tour
Pass Type: 3 Day Pass, 4 Day Pass, Speaker Pass
Speaker:  Justin Robbins (ICMI)
Format: Half Day Workshop
Track: People Management
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass, Media Pass
Speaker:  Brad Cleveland (ICMI)
Format: Half Day Workshop
Track: Operations Management
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass, Media Pass
Speaker:  Jim Tincher (Heart of the Customer)
Format: Half Day Workshop
Track: Strategy and Leadership
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass, Media Pass
Speaker:  Lori Bocklund (Strategic Contact)
Format: Half Day Workshop
Track: Technology Management
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass, Media Pass
Format: Half Day Contact Center Tour
Track: Tour
Pass Type: 3 Day Pass, 4 Day Pass, Speaker Pass
Format: Half Day Contact Center Tour
Track: Tour
Pass Type: 3 Day Pass, 4 Day Pass, Speaker Pass
Speaker:  Jeff Toister (Toister Performance Solutions, Inc.)
Format: Half Day Workshop
Track: People Management
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass, Media Pass
Speaker:  Justin Robbins (ICMI)
Format: Half Day Workshop
Track: Operations Management
Pass Type: 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Karin Hurt (Let's Grow Leaders)
Format: Half Day Workshop
Track: Strategy and Leadership
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass
Speaker:  Lori Bocklund (Strategic Contact)
Format: Half Day Workshop
Track: Technology Management
Pass Type: 4 Day Pass, Speaker Pass, 3 Day Pass, Media Pass
May 11   
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Media Pass, Speaker Pass
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Exhibitor Pass, EXPO Hall Only, Media Pass, Speaker Pass
Speaker:  Leann Corabi (Cars.com)
Format: 60-Minute Case Study
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jeff Toister (Toister Performance Solutions, Inc.)
Format: 60-Minute Session
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Lori Bocklund (Strategic Contact)
Format: 60-Minute Session
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Erica Mancuso (Medfusion)
Format: 60-Minute Case Study
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Dianne Durkin (Loyalty Factor)
Format: 60-Minute Session
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  John Goodman (CCMC), Jim Albert (Tangibly Unique Strategies)
Format: 60-Minute Case Study
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jennifer Richard (McKesson)
Format: 60-Minute Case Study
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Justin Robbins (ICMI)
Format: 60-Minute Session
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  John Goodman (CCMC), Jim Albert (Tangibly Unique Strategies)
Format: 60-Minute Case Study
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Laura Grimes (Harrington Consulting Group)
Format: 60-Minute Session
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jeremy Watkin (FCR)
Format: 60-Minute Session
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Leann Corabi (Cars.com)
Format: 60-Minute Case Study
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Gina Montague (Infinite Campus)
Format: 60-Minute Case Study
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Nate Brown (UL), Neal Topf (Callzilla)
Format: 60-Minute Case Study
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Roger Lee (Qfiniti), Sandra Patel (HSN)
Format: 60-Minute Case Study
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Lori Bocklund (Strategic Contact)
Format: 60-Minute Session
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Greg Meyer (WMPH), Jeff Woodland (8x8, Inc.)
Format: 60-Minute Case Study
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Dianne Durkin (Loyalty Factor)
Format: 60-Minute Session
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Bob Furniss (Bluewolf), Kate Cywinski (AmerisourceBergen Corporation)
Format: 60-Minute Case Study
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jonathan Nall (Wind Creek Hospitality)
Format: 60-Minute Case Study
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Aphrodite Brinsmead (Ovum), Ross Haskell (LogMeIn)
Format: 60-Minute Session
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jamie Hyatt (Raytheon)
Format: 60-Minute Case Study
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Pete Slease (CEB), Devin Poole (CEB)
Format: 60-Minute Session
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jeff Toister (Toister Performance Solutions, Inc.)
Format: 60-Minute Session
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
May 12   
Speaker:  Justin Marty (TD Ameritrade)
Format: 60-Minute Case Study
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Al Hopper (SocialPath Solutions)
Format: 60-Minute Session
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Bob Furniss (Bluewolf)
Format: 60-Minute Session
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Erica Strother Marois (ICMI), Justin Nuzum (Citrix Sharefile), Jessica Hogshead (Medfusion), Amber Krueger, MBA (U.S. Bancorp), Dan Moross (Moo.com)
Format: 60-Minute Session
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 4 Day Pass, 3 Day Pass, Speaker Pass, Media Pass
Speaker:  Pierre Marc Jasmin (Services Triad)
Format: 60-Minute Session
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Jennifer Richard (McKesson)
Format: 60-Minute Session
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Brian Clancy (AARP)
Format: 60-Minute Case Study
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Michele Rowan (Customer Contact Strategies)
Format: 60-Minute Session
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Tim Montgomery (Culture.Service.Growth (CSG))
Format: 60-Minute Case Study
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Justin Robbins (ICMI)
Format: 60-Minute Session
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Lourdes Ramirez (County of San Diego), Beth Riedler (Customer Service Advantage, Inc)
Format: 60-Minute Case Study
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Nate Brown (UL)
Format: 60-Minute Case Study
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Dee Kohler (Avantas)
Format: 60-Minute Session
Track: Operations Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Mark Miller (J.D. Power)
Format: 60-Minute Session
Track: Strategy and Leadership
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Raj Nair (Optum)
Format: 60-Minute Case Study
Track: Technology Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Bill Inman (PeopleLoop)
Format: 60-Minute Session
Track: Small Contact Center Management
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speakers:  Burg Hughes (BuySeasons Inc), Alex Wyatt (Servantage Dixie Sales)
Format: 60-Minute Case Study
Track: Customer Experience
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
Speaker:  Laura Grimes (Harrington Consulting Group)
Format: 60-Minute Session
Track: Encore
Pass Type: 2 Day Pass, 3 Day Pass, 4 Day Pass, Speaker Pass, Media Pass
May 13   
Speaker:  Laura Grimes (Harrington Consulting Group)
Format: Full Day ICMI Training
Track: Operations Management
Pass Type: 4 Day Pass, Speaker Pass
Speaker:  G Todd Gladden (Planmen Consultancy)
Format: Full Day ICMI Training
Track: People Management
Pass Type: 4 Day Pass, Speaker Pass
Speaker:  Rose Polchin (ICMI)
Format: Full Day ICMI Training
Track: Small Contact Center Management
Pass Type: 4 Day Pass, Speaker Pass