ICMI Announces New Program for 2016 Contact Center Expo & Conference Highlighting the Rise of Customer Experience

Conference Program to Feature Extensive Content Surrounding Best Practices and the State of the Industry Today

Jan 06, 2016, 12:00 ET from International Customer Management Institute (ICMI)

COLORADO SPRINGS, Colo., Jan. 6, 2016 /PRNewswire/ -- The International Customer Management Institute (ICMI), an industry leader for more than 30 years, today announced a robust new program for its 2016 Contact Center Expo & Conference surrounding the rise of customer experience. As the highest rated event for contact center professionals, this year's event will help professionals discover best practices for their contact centers and new ways to stay ahead of rising customer expectations.For more information and to take advantage of early bird pricing, please visit: ICMI.com/CCExpo

As customers increasingly seek service in channels such as self-service, chat, and social media, they've gained control over where, how, and with whom they'd like to do business. This shift places an increased emphasis on the contact center and requires leaders to align their people, processes, and technologies to provide truly personalized interactions. The Contact Center Expo & Conference will offer new insights and best practices to meet these needs through new keynotes, sessions, workshops, training focused on seven core subject areas:

  • People Management
  • Operations Management
  • Technology Management
  • Strategy & Leadership
  • Small Contact Center
  • Customer Experience – New track!
  • Encore favorites

Beyond the program's sessions and half-day workshops, the conference will offer unique networking and training opportunities to provide a glimpse into real-world call centers and how they have overcome specific industry obstacles:

  • Contact Center Tours — A chance to visit local contact centers including Molina Healthcare, Frontier Communication/Verizon, and the City of Long Beach Department of Disaster Preparedness and Emergency Communications
  • Networking — Opportunities include breakfast roundtable discussions, social functions, group dinners, contests, and our popular mobile app
  • Case studies — Industry leaders share their experiences, including Cars.com, Infinite Campus, Medfusion, Ameritrade, AARP and more
  • Full-day ICMI training — Led by ICMI's Certified Associates
  • ICMI Global Contact Center Awards Ceremony and Lawn Party – Honoring finalists and recipients of ICMI's annual Global Contact Center Awards

"Our program is aimed at offering varied and unique experience, showcasing real contact centers' proven best practices, and bringing new ideas to life for our attendees," said Patty Caron, ICMI Event Director. "ICMI's conference content goes beyond general sessions, featuring exciting opportunities such as tours of leading contact centers and trainings taught by industry leaders."

To view the full conference program, please visit: ICMI.com/CCExpo

Get Registered

Two, three and four-day passes are available to suit your individual needs. For more information and to register, visit: icmi.com/CCExpoPass. Register with code ICMI-PR and save 10% on any pass.

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 a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company. 

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SOURCE International Customer Management Institute (ICMI)