ICMI Announces Call Center Site Tours for Contact Center Symposium Event in San Diego

Training Course Includes Exclusive Tours of CSA Travel Protection and KP OnCall's Call Centers on March 18

Dec 15, 2014, 12:42 ET from ICMI

COLORADO SPRINGS, Colo., Dec. 15, 2014 /PRNewswire/ -- ICMI, the leading global provider of comprehensive resources for customer management professionals, today announced its local Call Center Site Tours during the first Contact Center Training Symposium in 2015. The tours provide attendees a unique opportunity to step outside their own call centers and gain best practices and takeaways. The first 2015 Contact Center Training Symposium will take place March 17-20, 2015 in San Diego, CA. For more information and to take advantage of early bird pricing by February 6, please visit: icmi.com/SanDiego.

Presenting an opportunity to experience life in another call center, the full-day tour will visit two local contact centers on Wednesday, March 18. Through interactions with key personnel onsite, attendees will get a detailed and distinct view of contact center management and operations.

Site 1: CSA Travel Protection
CSA Travel Protections is an inbound call center, handling roughly 300,000 calls and 40,000 emails per year. They work with calls ranging from policy sales to answering policy coverage questions. Their call center has implemented a wide array of technologies, including an Interactive Intelligence all-in-one IP communications software suite and presence management for more efficient internal communications.

Site 2: KP OnCall
KP OnCall is a fully owned subsidiary of Kaiser Permanente and is a leading telehealth/remote care management provider. The call center employs 251 agents who provide services to more than 4 million healthcare consumers. KP OnCall provides 24/7/365 telephone services for Kaiser Southern California and Hawaii and is working to implement video triage services to select customers.

"One of the most popular and memorable features of ICMI events, the Contact Center Site Tours are a valuable complement to the ICMI Training Symposium experience," said Marta Kelsey, ICMI Marketing and Community Director. "Each tour is carefully crafted for participants to gain insight into how some of the most successful local call centers operate and ideas on how to enhance their own."

View the complete event schedule here: http://www.icmi.com/sandiego

Discount Offer
Register using the promo code CAPR to receive $200 off all training event pass types.

2015 ICMI Training Symposium Schedule

  • March 17-20, 2015: San Diego, CA
  • June 23-26, 2015: Alexandria, VA
  • November 16-19, 2015: Scottsdale, AZ

About ICMI Training Symposiums
If you're a call center professional looking to enhance your knowledge on a wide range of subjects, the ICMI Las Vegas Training Symposium is the place to be. Value-priced passes, extending from one to four days, cover an array of critical industry topics ranging from strategy to hands-on coaching, from knowledge management to financials. And with seven different courses to choose from, you can customize your learning experience by focusing on the specific areas that meet your interest.

To receive email updates on the training event, register for the ICMI training newsletter.

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 produced by UBM plc (UBM.L), a global provider of media and information services. For more information, visit www.icmi.com.

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SOURCE ICMI



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