ICMI Announces Addition of 'Contact Center Essentials' Courses to Dreamforce 2010

Salesforce.com to host the leading global cloud computing event in San Francisco, December 6-9

Oct 26, 2010, 09:00 ET from International Customer Management Institute (ICMI)/UBM Live

COLORADO SPRINGS, Colo., Oct. 26 /PRNewswire/ -- The International Customer Management Institute (ICMI), an organization focused on empowering organizations worldwide to provide the best customer experience possible through industry-leading professional services, announced they will be offering a program consisting of 11 of their most popular classes at salesforce.com's Dreamforce 2010, the industry's leading cloud computing event. The user and developer conference will be held Dec. 6-9, 2010 at the Moscone Center in San Francisco.

The comprehensive educational program, "ICMI Contact Center Essentials", will address critical issues specific to support professionals with the following sessions - "Principles of Effective Contact Center Management," "Relational Leadership – Employee Engagement Equals Employee Retention," and "Repositioning the Value of the Call Center." Additionally, the session titled "Treating Employees as Customers to Reduce Frustration & Increase Success" will include best-practice case studies from leading organizations including AAA, Allstate, Compass Bank, FedEx, HP, MoMA, and NJ Natural Gas. Registration for Dreamforce 2010 is required in order to attend these courses.

"The Contact Center Essentials program zeroes in on the interests of service industry professionals, providing them with actionable solutions," said Joy Sobhani, Professional Development Director, ICMI.  "We're excited about the opportunity to provide a powerful program for thousands of attendees at Dreamforce, where service leaders from around the globe will be converging."

Additional Information

About ICMI

The International Customer Management Institute (ICMI), celebrating its 25th anniversary in 2010, is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI's experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and 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. Operating across the globe, its events, training, publications, awards programs and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.

SOURCE International Customer Management Institute (ICMI)/UBM Live