ICMI 2011 Call Center Demo & Conference Announces Site Tour Line-up

American Heart Association, Hilton Reservations, Beryl and NOVO 1, to Give an Insider's View of Leading Call Center Operations, Staffing, and Strategy

Sep 08, 2011, 09:00 ET from International Customer Management Institute (ICMI)/UBM Live

COLORADO SPRINGS, Colo., Sept. 8, 2011 /PRNewswire/ -- At Call Center Demo & Conference, produced by The International Customer Management Institute (ICMI) and taking place in Dallas, TX October 11-13, 2011, the first day of an education-packed agenda will feature in-depth call center tours of major organizations. These tours are among the many learning opportunities to be offered at the event, and will provide attendees with a behind-the-scenes view of some of the nation's leading call centers.  

"Our attendees consider these site tours to be a highlight of their conference experience," said Laura Quinn, Event Manager for ICMI. "They tell us that these tours are extremely beneficial in revealing best practices, processes and technologies that that they can leverage in their own call centers."

The following tours will all be offered on Tuesday, October 11th as part of the event's Premium Package:

American Heart Association

This non-profit health organization is the connection to lifesaving information for all people and provides knowledge-based solutions through multi-media interactions. The National Service Center has a 100 seat agent capacity and services include four dedicated toll-free lines, outbound calling, donation processing, local office phone support, social media support, and more.

Hilton Reservations

Hilton Reservations & Customer Care (HRCC) represents over 3,600 hotels worldwide and manages a global distribution network of contact centers in the U.S. and throughout the world.  The Dallas Contact Center handles in excess of 30 million calls annually.  Open 24 hours a day, 365 days a year for elite Diamond Members and Guest Assistance, there are over 1,500 employees working out of the Dallas Office including a large Work At Home population. 


Dedicated to the patient experience for more than 25 years, this contact center boosts an innovative technology platform that connects providers to knowledge and consumers to healthcare.  Beryl captures data that allows their clients to better understand patient preferences, interactions, perceptions and satisfaction. As a result, clients are able to increase patient loyalty and enhance revenue. At this center,  200 patient experience advocates deliver 24/7 customer service– totaling more than twelve million interactions annually. 


This premier provider of customer contact service is distinguished for its Customer Obsession Program, incorporating the top 1% of call center best practices and Smart Desktop Solutions. For more than twenty-six years NOVO 1 has provided a variety of inbound and outbound services. The company operates in four locations and across these four centers, has 1,400 seats generating annual revenue in excess of $50 million.

To find out more about Call Center Demo & Conference, visit www.icmi.com/ccdemo

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. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Professional Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. For more information, visit www.icmi.com.  

SOURCE International Customer Management Institute (ICMI)/UBM Live