Customer Service Expert Jeff Toister to Speak at Call Center Demo and Conference in Atlanta

News provided by

International Customer Management Institute (ICMI)

Aug 07, 2013, 01:18 ET

COLORADO SPRINGS, Colo., Aug. 7, 2013 /PRNewswire/ -- Jeff Toister, a sought-after speaker on Customer Service, will present "Staff Up! 10 Ways to Hire and Train Faster" at the ICMI Call Center Demo and Conference to be held in Atlanta, October 21-23, 2013.

(Photo: http://photos.prnewswire.com/prnh/20130807/SF60492-a)

Produced by ICMI, Call Center Demo & Conference provides contact centers with tools and techniques to improve in four key areas: People Management, Operations, Strategy and Leadership, and Technology. With content developed by the industry, for the industry, it is the premier Fall event for contact centers to learn new skills, network with peers, and discover new technology. (PRNewsFoto/International Customer Management Institute (ICMI)) (PRNewsFoto/INTERNATIONAL CUSTOMER MANAG ...)

Jeff Toister, a Customer Service Expert, will present "Staff Up! 10 Ways to Hire and Train Faster" at the ICMI Call Center Demo and Conference to be held in Atlanta, October 21-23, 2013. Jeff's dynamic session will provide conference attendees with proven techniques to improve new hire staffing, short and long term retention, increase new hire performance, and decrease recruiting and training costs. He will draw upon real life case studies and cutting-edge research to provide practical ideas, tools and techniques to speed up the hiring and training process, an area of significant cost in most call centers. (PRNewsFoto/International Customer Management Institute (ICMI)) (PRNewsFoto/INTERNATIONAL CUSTOMER MANAG...)

(Photo: http://photos.prnewswire.com/prnh/20130807/SF60492-b)

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, a book that reveals hidden and counterintuitive obstacles to outstanding service (www.servicefailurebook.com).

He is also President of Toister Performance Solutions, Inc., where he helps clients improve customer service. His specific areas of expertise include employee training, leadership development, and talent management. Jeff has previously worked as a call center manager and a trainer, and continues to consult with call centers today.

At the Call Center Demo & Conference, Jeff will provide attendees with proven techniques to improve new hire staffing and retention. For most contact centers, hiring and training new employees represents a significant investment of time and money. What if there was a way to reduce recruiting and training time AND improve results? His dynamic session reveals ten proven ways contact centers can ramp up their staffing levels faster than ever before. These concepts can also be used to improve short and long-term retention, increase new hire performance, and decrease recruiting and training costs. Drawing upon real-life case studies and cutting-edge research, he will provide attendees with practical ideas, tools, and techniques to speed up the hiring and training process in their call centers.

Other People Management Sessions at Call Center Demo & Conference:

Moving from Employee Frustration to Engagement
Dialing into Cultural Change: The Correlation between Company Culture and Profit
A Whole New Set of Writing Skills: How to Train Phone/E-Mail Agents to Chat with Customers
Overcoming the Challenges of an At-Home Workforce
An Insider's View: What Award-Winning Agents and Supervisors REALLY Think

Conference Sponsors
Gold Sponsors: ForeSee, InContact, LiveOps, and USAN
Sterling Sponsors: Five9, TantaComm, VoltDelta, and Voxeo

Exhibitors
8x8 Inc., ADTECH Global, CallCopy, Castel Communications, Customer Relationship Metrics, Fonolo, Interactive Intelligence, Intradiem, iQor, LogiCALL by Jones/NCTI, OnBrand24, Pipkins, Presence Technology, PTP, TCN, tcp, WFMSG and White Pages Pro. A complete list of exhibitors can be found here.

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, visit www.icmi.com. ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.

SOURCE International Customer Management Institute (ICMI)