SAN FRANCISCO, Sept. 9, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI), today announced that its Community Service Manager, Justin Robbins, will take the stage September 15 and 17 during Dreamforce 2015. Robbins' sessions will pull from the latest ICMI research around leading customer management issues and trends, ultimately answering the question, "how did we get where we are as an industry today?"
Justin Robbins brings more than a decade of experience leading customer service organizations, and currently leads ICMI's industry research programs and content direction. Robbins is a writer, social enthusiast and sought-after speaker known for his expertise around employee engagement, contact center key performance indicators (KPIs) and motivational business leadership. He will lead two sessions dedicated to informing customer management professionals of growing trends, best practices and ways to increase performance. They include:
September 15: ICMI - Maximizing the Frontline Agent Performance & Productivity It is time for contact centers to reevaluate their priorities and put their most important asset—the agent—at the forefront. In this session, attendees will get a deep-dive into the findings from ICMI's recently released research report in partnership with Five9, "The Ugly Truth: You Suffer from Agent Apathy." The report shockingly found that 74% of those agents surveyed admitted to preventing the best customer service possible. What does this mean, and how can we fix this dire statistic?
This session will take place at 1 PM in the Palace Hotel's Grand Ballroom Rose.
September 17: 7 Lies We Tell About Our Customers We hear what customers want, but that differs greatly from what customer management professionals believe their needs are. This talk will offer a sneak peak at the latest research from ICMI in partnership with inContact. Robbins will discuss this disconnect and speak to what professionals can do to identify and capitalize on the needs of their customers.
This session will take place at 11 AM in the Palace Hotel's Grand Ballroom Rose.
"I'm thrilled to be speaking at Dreamforce and to offer a first look at some of our incredible new contact center research," said, ICMI's Justin Robbins. "These sessions are specifically geared for those looking to get ahead in the customer management industry without the fluff. Attendees will leave with actionable insights that will improve their daily professions."
Justin Robbins will also be presenting these findings and more during the upcoming ICMI Contact Center Demo & Conference, taking place October 19-21 at the Rio in Las Vegas. For more information and to register, please visit: icmi.com/Contact-Center-Demo-Conference.
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, 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.