Each expert-led workshop will cover a topic that tackles today's issues and provides attendees actionable ideas and solutions for their own centers. The eight sessions will cover topics such as employee management, hiring and training, technology implementation, and customer experience, giving participants the opportunity for a hands-on learning approach into pressing subject matter specific to their professional needs.
Workshops will be held on Tuesday, October 25 during two separate time slots. This year's schedule includes:
- 8:30 AM- 12:00 PM
- High Performance Management: Getting the Most Out of Contact Center Agents, Jeff Toister
- The Principles of Effective Contact Center Management, Brad Cleveland
- Results That Last: 7 Roles Every Contact Center Manager Must Master, Karin Hurt
- Secrets to Success in Technology Selection and Implementation, Lori Bocklund
- 1:30 PM- 5:00 PM
- Staff up! 10 Ways to Hire and Train Faster, Jeff Toister
- The Big Picture of Quality Data, Laura Grimes, Monica Pastrana
- Journey Mapping: Create an Effortless Experience, Jim Tincher
- Contact Center Technology 101: What Every Professional Needs to Know, Lori Bocklund
"We are excited to present interactive workshops led by some of the most influential industry experts," said Patty Caron, Event Director, ICMI. "These conference offerings not only spark new ideas and practices, but also inspire professionals to make strategic changes to their own centers to the benefit of their organizations."
For more information about the workshops to be featured during ICMI's Contact Center Demo & Conference, please visit: ICMI.com/CCDemoWorkshops
Two and three day passes are available to suit your individual needs. For more information and to register, visit: secure.icmi.com/demo/2016. Use code ICMI-PR to receive 10% off current pricing.
Register for a Media Pass here: secure.icmi.com/demo/2016/registrations/media
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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 a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company.
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SOURCE The International Customer Management Institute (ICMI)