COLORADO SPRINGS, Colo., Sept. 8, 2016 /PRNewswire/ -- The International Customer Management Institute (ICMI) today announced its new Contact Center Expo & Conference track listing as well as additions to its Advisory Board. ICMI has incorporated an all new outline of conference tracks to ensure the latest industry trends and topics are covered for its 2017 event. Each theme has been carefully chosen to align with the engaging conference programming guided by ICMI's seasoned Advisory Board. The organization is now accepting speaker proposals for the 2017 Contact Center Expo & Conference, specifically seeking case studies, best practices and expert insight around the challenges, opportunities and trends in customer management.

The Contact Center Expo & Conference, takes place May 22-25, 2017 in Orlando, FL. To learn more, or to submit a proposal, please visit: http://speakers.icmi.com/

ICMI continues to evolve the conference programming to meet the needs of today's customer service professionals and the new tracks ensure next year's conference program will cover a broad range of key topics dedicated to today's most pressing themes. The conference focus will be aligned with the following new tracks:

• Employee Engagement
• Contact Center Metrics
• Omnichannel Best Practices
• Optimizing Your Workforce
• Future Trends in Customer Service
• Customer Experience
• Foundational Best Practices

Adding to the fresh new focus of the conference, ICMI has also announced additions to its Advisory Board. Responsible for reviewing and selecting the most interesting and engaging content for each of ICMI's leading events, the ICMI Advisory Board is comprised of seasoned customer service executives offering valuable insight based on their wide range of unique backgrounds. ICMI welcomes the following new members:

• Michelle Braden, Vice President of Global Learning Excellence – Telus
• Linda Carter, Vice President of Customer Care – Overstock
• Jessica Conley, Vice President of Consumer Sales and Service - Optum
• Susan Resendez, Assistant Vice President of Contact Center Support – USAA

ICMI is currently accepting speaker submissions that offer practical and specific takeaway tools and enable attendees to implement practices and processes within their own centers. Abstracts can be submitted for 60 minute conference sessions and/or half-day workshops through Friday, September 23.

Registration for the ICMI Contact Center Expo & Conference will open October 24, 2017. To learn more, please visit:  http://www.icmi.com/contact-center-expo-conference

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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)

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