Best of ICMI's Contact Center Expo Orlando

December 17, 2024

11:00am – 2:00pm ET | Doors open at 10:30am ET

Are you a call center professional looking to elevate your team's performance and drive exceptional customer experiences? Don’t miss this 3-hour virtual event highlighting the best of the in-person Contact Center Expo event that just took place in Orlando in October.

This virtual event is designed for contact center and customer service professionals seeking to advance their contact center strategy and planning, better support their teams, and advance their careers. Attendees representing a variety of industries and contact centers of all sizes are - like you - looking for ways to solve problems and improve their organizations.

Topics Include:

Learn how to manage key trends like automation and AI

Improve your overall customer experience

Hear from other organizations and learn from their experiences

Find solutions to all of your pressing contact center challenges"

Agenda

Introduction

11:00 AM – 11:25AM

Intro and Brad Cleveland Keynote: State of the Contact Center Industry

Speaker(s) Brad Cleveland, Senior Advisor and Co-founder, ICMI

Building a Contact Center Strategy

Speaker(s) Josh Streets, Founder & CEO, Screboard Group Consulting

Breakout Session

11:45am - 12:30pm

Cultivating Courage: Transforming Contact Center Excellence with Continuous Improvement

Speaker(s) Adrienne Fisher, AVP - Director of Contact Center, STCU

Breakout Session

11:45am - 12:30pm

From Silos to Synergy: A Journey in Uniting Multiple Contact Centers as One Powerhouse

Speaker(s) Courtnie Garteski Bergler, Director, Mayo Clinic

Demos/Spotlight Solutions 1, 2, & 3

12:30 - 12:45pm

TBD

BREAK

1:05pm - 1:20pm

Breakout Session

1:20pm - 2:05pm

From Chaos to Call Volume Patterns

Speaker(s) Ezra Boggs, FEMA

Breakout Session

1:20pm - 2:05pm

Consumer Problem Handling is More Challenging, Intense and Delightful

Speaker(s) John Goodman, Customer Care Measurement & Consulting; Terri DeMent, Nestle Purina Petcare

Breakout Session

1:20pm - 2:05pm

Quantitative Language Analytics Driving Greater Organization Strategy and Change

Speaker(s) Vanessa Hardy-Bowen, Sprit Airlines; Clive Woodrow, Advantage Call

Breakout Sessions 4, 5, & 6

2:05pm - 2:20pm

Best of ICMI's Contact Center Expo Orlando

December 17, 2024

11:00am - 2:00pm ET | Doors open at 10:30am ET

Speakers

Clive Woodrow

President and CEO, Advantage Communications, Inc

Clive has lead US, Canadian and Phillippines managment teams in several major BPO companies and has also consulted with companies like JD Power and Accenture to ensure their clients maximize the value of their customer relationships.

Vanessa Hardy-Bowen

Director of Guest Care & Contact Centers, Spirit Airlines

Vanessa is an accomplished Senior Leader who is passionate about finding the best way to support our guests, our employees, and our organization in achieving our goals together.

Terri DeMent

Director of Consumer Services, Nestle Purina PetCare – Bio TBD

Coming Soon...

John Goodman

Vice Chairman, Customer Care Measurement and Consulting

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). The universal adages, “It costs five times as much to win a new customer as to keep an existing one.” and “Twice as many people hear about a bad experience as a good one.” are both based on his research.

Ezra Boggs

Forecaster, Dept of Homeland Security/FEMA

Ezra Boggs is a forecaster at the Federal Emergency Management Agency (FEMA). His work focuses on developing methodologies that incorporate Industry Standards into a unique call volume environment.

Courtnie Garteski Bergler

Director, Mayo Clinic

Courtnie Garteski Bergler serves as the Director of Mayo Clinic's Innovation Contact Center. With 23 years of Contact Center experience, Courtnie is dedicated to designing efficient workflows and pioneering new features to enhance agent productivity and elevate the customer experience.

Adrienne Fisher

AVP – Director of Contact Center, STCU

With over 15 years of leadership experience driving continuous improvement in financial operations and member service, Adrienne Fischer has amassed a wealth of expertise that she is eager to share.

Josh Streets

Founder & CEO, Scoreboard Group Consulting

Josh Streets is Founder and CEO of Scoreboard Group Consulting, as well as a Sr. Certified Consultant for ICMI. He has spent the last 20+ years in contact center leadership, executive leadership, consulting and advisory. He is widely known as a thought leader in the industry, working alongside many of today's leading brands.

Brad Cleveland

Senior Advisor and Co-founder, ICMI

Brad Cleveland is recognized globally for his contributions to customer strategy and management. He was a founding partner in ICMI and has worked across 45 states and over 60 countries for many of today’s most recognized organizations—American Express, Apple, USAA, and others, as well as the governments of Australia, the U.S., and Canada.