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EVENT DATES
May 2016
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Venue

Long Beach Convention & Entertainment Center, 300 East Ocean Boulevard,
Long Beach, California,
Tel: (562) 436-3636
Website

Contact Center Expo & Conference 2016

Attendees

1,500+

Exhibitors

100+

Overview

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.

Agenda +

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

Keynote Speakers +

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

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