Call Center Experts, Customers and Luminaries Featured at Call Center Demo in Atlanta, October 21-23

Call Center Experts, Customers and Luminaries Featured at Call Center Demo in
                            Atlanta, October 21-23

PR Newswire

COLORADO SPRINGS, Colo., June 25, 2013

COLORADO SPRINGS, Colo., June 25, 2013 /PRNewswire/ -- International Customer
Management Institute (ICMI) – the leading global provider of comprehensive
resources for customer management professionals announced today the 2013
Program for the Call Center Demo and Conference in Atlanta, October 21-23,
2013. The 2013 program focuses on "Managing Complexity in Today's
Multi-Channel Contact Center." More information can be found at


Educational program

Through workshops, keynotes sessions, site tours and dynamic networking,Call
Center Demo & Conference addresses the challenge of creating exceptional
customer service every day. Achieving excellence in the complex environment
of multi-channel communication requires re-evaluating nearly every aspect of
call center operations. With over 6 workshops, 24 sessions and 4 live site
tours, attendees can address issues such as:

  oDoes your staff have the skills to provide service across channels?
  oWhat new metrics should be considered when servicing through emails and
  oWhat technology investments will make the biggest impact on your customer

Call Center Demo & Conference's comprehensive educational program offers four
sessions per time slot - at levels ranging from beginner to advanced - in the
following core subject areas: People Management, Operations Management,
Strategy and Leadership and Technology Management. Six in-depth pre-conference
workshops, addressing critical issues specific to contact centers, will also
be offered.

Keynote presentations

Keynote presenters will provide attendees with information and new skills that
will help call center professionals with their day-to-day jobs. This year's
presentations will include:

  oLisa Ford, Author, Trainer and Customer Service Expert, will present
    "Achieving Everyday Excellence in a Complex Environment"
  oChip Bell, Industry Expert and Best-Selling Author, will present "Wired
    and Dangerous: How Your Customers Have Changed and What to Do About It"

Case Studies from Top Organizations

Call Center Demo & Conference offers case studies from well-known
organizations who will share the challenges and successful strategies they
have implemented to improve their contact centers.  These companies include:
Ernst & Young, Bright House Networks,, iContact, Wells Fargo, Alfa
Insurance, Teleflora, General Dynamics, Employees Retirement System of Texas,
Intuit and JEA.

Site Tours

On Monday, October 21, half-day site tours will be offered at Convergent,
AutoTrader, The Home Depot and Delta Air Lines. Site tours provide attendees
with a detailed and distinctive view of each participating organization's
contact center operations, as well as best practices and takeaways
participants can apply to their own center.

The Exhibit Hall

Top industry vendors, such as LiveOps, USAN, inContact, TantaComm, VoltDelta,
Five9, Voxeo, 8x8 Inc., ADTECH Global, CallCopy, Interactive Intelligence,
iQor, Jones NCTI, Pipkins, Presence Technology, tcp, WFMSG, Castel, TCN and
White Pages Pro will be exhibiting the hottest products and newest
technologies in the exhibit hall. A complete list of exhibitors can be found

Attractive and beneficial to all contact center professionals including:

  oSenior Level VPs and Directors who are accountable for strategic planning
    and alignment
  oNew and Experienced Managers responsible for operational and tactical
  oTeam Leaders and Supervisors in charge of day-to-day operations, coaching
    and monitoring
  oAnalysts who require a fundamental understanding of industry principles
  oCIOs who desire financial improvements from enhanced call center
  oCTOs who require integration of call center strategy with other internal
  oCustomer Support Professionals who need to acquire new skills for their
    everyday jobs

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, certification, 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. For more information, ICMI is a part of
UBM (, a global live media and B2B communications, marketing
service and data provider.


Gold Sponsors: LiveOps, USAN, and inContact

Sterling Sponsors: Five9, TantaComm, VoltDelta, and Voxeo

SOURCE International Customer Management Institute

Contact: Sandra Kemp,
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