ICMI Announces Toronto Training Symposium Agenda

COLORADO SPRINGS, Colo., March 18 /PRNewswire/ -- The International Customer Management Institute (ICMI) will bring their top training offerings – and industry luminary Brad Cleveland – to Canada for the ICMI Toronto Symposium, taking place April 27-30 in Toronto, Canada.

Event highlights will include:

• Value-priced inclusive two and four day packages.
• Four top training courses: "The Workforce Management Boot Camp," "Essential Skills and Knowledge for Effective Contact Centre Management", "Smart Strategy = Strong Leadership: An Executive Workshop on Contact Centre Strategic Planning" and "Monitoring and Coaching for Improved Contact Centre Performance."
• On-site networking activities, including evening receptions, a panel discussion, a "Lunch & Learn" led by an ICMI industry expert, and ICMI's signature "QueueTips Breakfast," peer-to-peer sharing focused on a wide array of industry topics.
• A meet and greet and book signing with Brad Cleveland – Event attendees will be provided with a free copy of Brad's book, "Call Center Management on Fast Forward."
• The opportunity to meet one-on-one with an ICMI Industry Expert

Training courses will cover topics such as improving quality and efficiency, schedule and forecast accuracy, customer loyalty, monitoring and coaching and more. This event will address the needs of all contact center professionals, including:

• Senior Executives and Directors who are accountable for strategic planning and alignment
• New and Experienced Managers responsible for operational and tactical plans
• Team Leaders and Supervisors in charge of day-to-day operations, coaching and monitoring
• Analysts who require a fundamental understanding of industry principles

"We're thrilled to be bringing our training offerings to Canada," said Linda Riggs, Director of Training and Certification for ICMI, "We're also excited to have Brad Cleveland teaching our 'Smart Strategy' course.  His expertise and knowledge will be a welcome addition to this event."

For more information or to attend the 2010 Toronto Symposium, visit http://www.icmi.com/TorontoSymposium or call 800-627-6177.  

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 UBM Live/International Customer Management Institute (ICMI)