2017 Conference Recap: ICMI Contact Center Expo


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This was the buzz at the 2017 ICMI Contact Center Expo. At least it was my version of it. One our Advisory Board members, Jeremy Watkin, created his version and it’s well worth reading.

This event was in Long Beach, California last year and moved to Orlando, Florida for 2017. Attending keynote sessions, exploring the Expo Hall and attending educational sessions are all on my list of to dos. The foundation that sits underneath all of this is the chance to meet up with cherished friends and to make new ones. Just like every other industry, to be successful in the contact center industry hinges on your support network.

In this recap, I’ll share with you, a chance to meet a few of my old friends and some of my new friends.

“This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet

Justin Robbins share a preview and insight into the 2017 ICMI’s Contact Center Expo Conference.

Learn about what is Customer Experience going to cost, why a customer experience strategy might be something you need, the three pillars, what’s your number one priority, bettering your focus, and who to connect with. Get the full article

Very few people in the contact center industry know technology as well as Lori Bocklund. But I never would have suspected that she’d get me talking about lassos and the wild west. But as always Lori makes it fun thought provoking. Watch and see how many mistakes she points that that you might have made. Get the full article

Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. Watch Tim Kennedy of Shaker share how contact centers can identify best-fit candidates more effectively. Get the full article

If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Watch as Everett Johnson makes you wonder why you didn’t think of it sooner. Get the full article

Language is crucial in providing a great customer experience. In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Watch as Matt Schuh of Globo tells how language services are getting a major upgrade. Get the full article

Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem? Are you raising customer expectations too high? Watch as Chip Bell shares his artistry with the English language. Get the full article

Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. Watch as Bruce Marler of CaféX shares a better way. Get the full article

It’s too easy to relegate IVR to a box or port decision or if it’s in the cloud or not. This technology can eliminate a significant cost burden and has the potential to deliver massive customer experience value. Watch as Evan Jones of VoxGen shares an approach that delivers that value to customers. Get the full article

If a customer service manager can easily use a drop-down toolkit to write scripts and create chatbots there is a greater chance for it to perform better. When people are able to use their experience from directly communicating and interacting with customers, the risk failure reduces. Watch as Roger Jing of Rulai shares that approach. Get the full article

Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. Watch as Shep Hyken reveals the global perspective. Get the full article

Over the past few years there has been a large focus to develop security solutions for mobile and online channels. This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. And they love you for it. Watch as Matt Raymond shares some sobering news. Get the full article

Other Contact Center Expo Highlights

There were several memories to hold on to from this year’s ICMI Contact Center Expo that I was unable to fit into my recap with more detail.

  • The Food Truck Rally: It was awesome to see Food Trucks in the Expo Hall. Although, I have to vote on the lobster mac & cheese, which was not a Food Truck item, made by the Disney Dolphin kitchen. Confession, I had a second helping…and maybe a third (embarrassed). I had to do an extra workout that evening to get rid of the extra calories. It was worth it.
  • ICMI Global Contact Center Awards Party: The Cuban band and hand rolled cigars for the Havana Nights theme was fantastic. Congratulations to Advisory Board Member Kristy Powers and her team at Navy Federal Credit Union for winning the Best QA/Customer Experience Program.

Were you at the conference? Leave a comment below or in The Community (and get your free tools) to share what your favorite insights were from the week.

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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