ICMI Executives to Speak at the American Teleservices Association Annual Convention & Expo and Society of Workforce Planning Professionals Conference in March

COLORADO SPRINGS, Colo., March 1, 2011 /PRNewswire/ -- The International Customer Management Institute (ICMI), a leading global provider of comprehensive resources for customer management professionals, announced today that its executives will present at the American Teleservices Association (ATA) Annual Convention & Expo and Society of Workforce Planning Professionals (SWPP) this month.

Macklin Martin, Executive Director of ICMI Consulting, will present "Uncover Savings in a Multi-Channel Customer Access Strategy" at the ATA Annual Convention & Expo on March 14, 2011.  The ATA Annual Convention & Expo explores answers to business questions and shares success factors including how to leverage technology and social media, and core programming will focus on customer lifecycle management techniques. Additionally, the program will include insight on industry advocacy and contact center operations.  The Convention & Expo takes place March 13-16, 2011 at the JW Marriott Desert Ridge Resort & Spa, in Phoenix, AZ.

With more than 17 years of contact center industry experience and more than ten years of consulting experience, Martin has helped drive exceptional customer experiences across the travel, telecommunications and automotive verticals. Drawing on years of expertise as an award-winning contact center manager, director and vice president, Martin's work with ICMI has focused on defining winning strategies for customer growth, operational excellence and outsourcing.  Through a "solution oriented" approach Martin integrates people, process and technology into intelligent customer systems that adapt to customer needs across touch-points.  

Wendy Fowler, ICMI Certified Consultant, will present "Agent Adherence – Are You Ready?  What's Your Goal?" at the SWPP Annual Conference on Thursday, March 24, 2011.  The SWPP is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries.  The SWPP Annual Conference, which takes place March 23-25, 2011 at the Opryland Hotel in Nashville, TN, is designed to keep its members informed of key information of interest to workforce planning professionals.

As a seasoned industry expert, Fowler has a successful track record of implementing and reengineering successful, world-class call center and workforce management processes and teams for companies of all sizes.  In her 20 years as a customer service professional, she has held various positions responsible for all aspects of contact center operations – from customer service representative to call center manager to Workforce Management (WFM) director.  For the past several years, Fowler has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions to make improvements in such areas as: Customer Satisfaction, Quality Assurance, WFM, Call Routing, Contact Center Design, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management. She has a clear passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change.

"For over 20 years, ICMI has offered holistic contact center thought leadership in an efficient and highly applicable manner for contact centers around the globe. Wendy and I are very excited to share industry insights at the ATA Annual Convention & Expo and SWPP Conference this month," said Martin.

To learn more about ICMI, contact Macklin Martin, Director of Consulting of ICMI at [email protected] or (630) 608-8484.

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.  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 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