Ever thought, “How can we rethink contact centers to boost team morale and customer delight?” That’s the vibe at the ICMI Contact Center Expo & Conference, rolling out October 27–30, 2025, in sunny Orlando, USA.
📅 Date & Time
- October 27–30, 2025
- Daily from around 8 AM through late afternoon—plenty of time to explore, debate, and connect
📍 Location & Country
Set against the backdrop of Orlando, Florida—easy for travel, with a buzz that keeps things fun after convention hours
🎯 What’s the Event About?
This expo brings together customer service pros and contact center innovators for a collision of strategy and tech. Whether you’re printer-papering cheat sheets or planning for AI integration, this is where operational know-how meets real-world solutions. Think experiential training, peer-led keynotes, tech showcases, awards, and a vibe that says “we all get it, because we’ve lived it”.
👥 Who Should Attend?
Contact center refs: managers, supervisors, directors, and ops leads
CX and workforce optimization pros
Tech integrators in telecom, CRM, AI, process automation
Anyone who’s wrestled with metrics, retention, performance, or a too-small budget
📌 Key Topics
- Workforce management and retention frameworks
- AI and automation in the contact center: self-service, chatbots, data insights
- Actionable contact center metrics and coaching techniques
- Voice of the Customer strategies turned stories
- Cultural transformation, crisis management, and live site tours
🔢 By the Numbers
- 4 impactful days packed with training, sessions, and a buzzing expo floor
- 30+ vendors showcasing tools, services, and the latest tech solutions
- Dozens of site tours, hands-on workshops, speed-networking, awards ceremonies, and even a great excuse for a tiki party
- Real conversational spaces to share hard-earned lessons, not just grab swag
☕ Anecdote Moment
I overheard during one site tour last year: “Our retention slid, but after coaching talk, we saw true engagement return.” Those hallway “aha” moments? They’re the glue that makes this event a community, not a conference.
✅ Why It Matters
- Real, applicable strategies for talent, tech, metrics, and culture
- Tech walkthroughs that aren’t just demos—they’re solutions
- Opportunities to network with people who get it—because they’ve been in the trenches
- You leave with fresh ideas and a few new friends—no fluff, only real talk
💬 Your Turn!
Planning to go? Drop a comment about what challenge you’re bringing—workforce management, automation, or cultural change—and let’s make this Expo the most collaborative one yet!