COLORADO SPRINGS, Colo., Sept. 1, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI) today announces a new lineup of dynamic program content for its 2015 Contact Center Demo & Conference. In addition to inspirational keynotes and a bustling demo hall, the event schedule will include new speakers, case studies and sessions that tackle the challenges of customer service today. ICMI's program uncovers best practices for optimizing today's contact centers and provides actionable insight to thrive in the years ahead. The 2015 Contact Center Demo & Conference will take place October 19-21, 2015, at the Rio in Las Vegas, Nevada. For more information and to take advantage of Early Bird registration, visit: icmi.com/Contact-Center-Demo-Conference.
During the three-day event, customer management professionals will discover new ways to satisfy their customers, innovative tools and technologies, and how to elevate the importance of the contact center. The ICMI Contact Center Demo & Conference's new expertly curated program introduces never before seen perspectives on the industry.
Take an Agent-Centric Approach to Enhance the Customer Experience - Penny Tootle, Customer Care Manager, Las Vegas Valley Water District
Research has shown that the cornerstone of the customer experience is the front line agent. The outcome of agent optimization has enhanced employee engagement, re-focused empowerment efforts, improved common contact center metrics, and increased internal employee satisfaction. Hear how Las Vegas Valley Water District's call center is managed with agent optimization as the key driver behind the meter to cash philosophy. Wednesday, October 21 from 1:45 PM – 2:45 PM
There are a multitude of tools available to collect and interpret "voice of the customer" data. How much of this is hype and what produces real value? Where should you spend the most time and resources? This informative session will provide a roadmap for assessing your VOC and quality measurement processes, and help determine the optimal balance of investment in technology vs. analytical expertise. Discover how Phonak uses data from multiple tools and sources to impact customers at four levels – at the individual rep transaction, the team, call center strategy, and by identifying opportunities and proactively communicating with customers. Tuesday, October 20 from 1:45 PM – 2:45 PM
Secrets to Developing an Award-Winning Customer Service Team - Brock Faucette, Supervisor, AICPA; Cecelia Mastin, Manager, Intuit; Erica Strother Marois, Community Specialist, ICMI; Murray Warring, Senior Manager Customer Care, Cars.com
Today's contact center is challenged by rising customer expectations, new service channels, and ever-changing technology, and the role of customer service has never been more important. So, how can leaders in the contact center develop award-winning teams that deliver best in class service? Attend this engaging session to hear secrets to success and innovative tips from recent ICMI Global Contact Center Awards Winners. Tuesday, October 20 from 1:45 PM – 2:45 PM
New Networking Opportunities
The event will host various networking events including Newcomer's Networking, where the ICMI Community Team will help guide first-time attendees through activities, helping them to connect with other professionals. The #CCDEMO15 social challenge and Community Treasure Chest will also help attendees engage with like-minded peers and win prizes along the way.
"The combination of educational sessions and seasoned speakers makes this year's program an incredible event to take part in," said Patty Caron, Event Director. "We're also thrilled to be able to provide attendees with such unique networking opportunities, giving them the chance to discuss new ideas and best practices with their peers."
To view the full conference program, please visit: icmi.com/Contact-Center-Demo-Conference/Conference/Schedule
Two and three-day passes are available. For more information and to register, visit: icmi.com/Contact-Center-Demo-Conference. Register with code ICMIPR and save $200 off your two-day or three-day pass. Register before Sept 4 to combine this promotion with early bird pricing for a total savings of $400.
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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.
SOURCE The International Customer Management Institute (ICMI)