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ICMI Expo Hall Highlighted by Dynamic Lineup of Educational and Networking Opportunities

Solutions Spotlight Sessions Headline Activities in the Expo Hall (April 20, 2017)

COLORADO SPRINGS, Colo., April 20, 2017 /PRNewswire/ -- The International Customer Management Institute (ICMI) will showcase a dynamic expo hall, featuring top exhibitors and exciting educational presentations at its annual ICMI Contact Center Expo & Conference. Headlining the presentations in the expo hall are the eight unique solutions spotlight sessions taking place from May 22-24. Sponsored by industry-leading organizations, the solutions spotlight sessions will feature well-respected industry leaders presenting on topics directly related to improving customer service and contact center operations.

ICMI Contact Center Expo and Conference takes place May 22-25 in Orlando, FL. To learn more about the event, please visit:

"Our goal is to create the most comprehensive experience possible and with the solutions spotlight sessions, lunch & learn, and networking opportunities, the expo hall does just that. With these additions, attendees will receive added benefits and opportunities to learn from colleagues and experts within the industry," said Patty Caron, Event Director, ICMI.

The 2017 solutions spotlight sessions will cover multiple important industry topics including workforce optimization, the customer experience, utilizing analytics and more. These eight sessions will introduce attendees to new ideas and methods for problem solving within a contact center. The 2017 solutions spotlight sessions include:

  • Evolve to a New Approach to Workforce Optimization:

Sponsored by NICE, presented by Paul Chance, Senior Product Marketing Manager, NICE - This session will provide a new approach to solving workforce optimization concerns.

  • Six Steps to Agile Customer Service:

Sponsored by Serenova, presented by Baker Johnson, SVP of Marketing, Serenova - Learn how to embrace digital transformation and update outdated processes.

  • Are Your Customer Service Channels Putting Your Customers at Risk:

Sponsored by inContact, presented by Patrick Russell, Senior Product Marketing Manager, inContact - This session takes a deeper look into how to more effectively provide the best service to customers.

  • Get It Right: Competing and Winning on Customer Experience (CX):

Sponsored by ForeSee, presented by Khalida Jarbou, Director, ForeSee - Learn how to utilize the customer experience and apply it to business growth.

  • Omnichannel Analytics How Analytics are Changing and What it Means for You:

Sponsored by Genesys, presented by Tara Griffin, Analytics Solution Lead, Genesys - Griffin will provide detailed information on how to use analytics and leverage data to improve the customer experience.

  • ICMI Book Club Discussion: How to Get Your Employees Obsessed with Service:

Sponsored by ICMI, presented by Jeff Toister, President, Toister Performance Solutions Inc. - Join in this discussion about The Service Culture Handbook and learn how to build a culture centered around customer service.

  • How FCR Made Their Background Screening Process "Short, Sweet, and Simple":

Sponsored by Checkr, presented by Valerie Gordon, Corporate Recruiting Manager, FCR- Learn how FCR used Checkr to decrease hiring turnaround time and increase customer satisfaction

  • Essential Guide to Delivering Next Generation Customer Service Experiences:

Sponsored by Oracle, presented by Jeffrey Wartgow, Director, Product Management, Wartgow - Discover how to harness the power of social media and predict the future of customer service.

To learn more about the 2017 solutions spotlight sessions, please visit:

Along with the solution spotlight sessions, the expo hall at ICMI Contact Center Expo and Conference will feature more educational and networking opportunities for attendees to participate in, including:

  • The Expo Hall Bash: Monday, May 22 from 5:00- 7:00 pm

This event, sponsored by Genesys, provides an opportunity to network with colleagues and browse the latest contact center solutions from top industry providers.

  • Lunch & Learn: Tuesday, May 23 from 12:00-2:00 pm

Attendees will visit and choose their top five solution providers all while enjoying delicious lunch options. New this year food trucks! Sponsored by 8x8, Genesys, Talkdesk, and Zendesk.

  • ICMI Inspiration Central: Expo Hall Hours

New for 2017, this main attraction booth provides an opportunity for attendees to watch videos submitted by ICMI Award Finalists and get inspired by their stories of success. There will also be an 'inspiration wall' where everyone can share their success stories and endeavors.

To learn more about all of the opportunities and activities offered, please visit:

Follow ICMI on Social: #CCExpo

Facebook ? Twitter ? LinkedIn

About ICMI
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 organized by UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit for the latest news and information about UBM. 


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SOURCE International Customer Management Institute (ICMI)

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