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ICMI 2018 Contact Center Expo and Conference Summary

 In a business environment where soaring customer expectations have become the norm, it’s critical for center professionals to leverage the power of connection. That was the message of the 2018 ICMI Contact Center Expo and Conference, held at the Walt Disney World Resort in Orlando, FL from May 21-24. The in-depth, educational event offered executives, managers and supervisors from every type of customer care operation an opportunity to better understand the impact of:

• Successfully integrating emerging and evolving technologies
• Establishing meaningful metrics that drive improved customer interactions not only within the contact center, but across the entire organization
• Coordinating an increasingly diverse workforce to deliver a transparent customer experience
• Delivering higher levels of service across all the channels now preferred by customers 
• Determining the most effective methods to balancing people, processes, and automation

ICMI Contact Center Expo continued its tradition of providing a multifaceted educational program as well as a diverse marketplace to review the latest products and services. The program included a variety of training and networking opportunities, case studies, and site tours of local contact centers, including such key operations as the Disney Business Behind the Magic Group, Jet Blue University, Entertainment Benefits Group, Vistana, and Heart of Florida United Way.   

In addition to seeing live demos and obtaining product information from more than 90 solution providers, professionals enjoyed social events in and out of the exhibit hall. All attendees were invited to an opening night Expo Hall Bash, multiple Solution Spotlights, a Lunch and Learn featuring a Food Truck Rally, plus the annual Global Contact Center Awards Party which recognizes the companies, contact centers, and individuals that demonstrate innovation and leadership.

CRMXchange was onsite to speak with a select group of sponsors to gain insight on their emerging solutions and get their perspectives on the direction of the market.

 

CLICK ON THE VENDOR LOGO FOR THE EBOOK		Vendor Solutions	CLICK ON THE VENDOR LOGO FOR THE EBOOK		Vendor Solutions
		AI, Performance Management, Coaching			Least Cost Routing
		Workforce Scheduling, Workforce Productivity			CRM
		Employee Testing and Hiring			Network Troubleshooting and Root Cause
		Translation Services			Contact Center Software, BPO
		Speech Recognition			CRM