COLORADO SPRINGS, Colo., June 11, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI), an industry leader for more than 30 years, today announced an extensive new program for its 2015 Contact Center Demo & Conference. As the essential forum for educational growth, networking, and sharing of proven best practices, this year's event will focus on how leaders can utilize new tools and skills to optimize their contact centers today to thrive in the years ahead. The 2015 Contact Center Demo & Conference will take place October 19-21 at the Rio in Las Vegas. For more information and to take advantage of early bird pricing by Friday, September 4, please visit:www.icmi.com/Contact-Center-Demo-Conference.
The 2015 Contact Center Demo & Conference provides customer service professionals with practical, unbiased content accompanied by actionable insights. This year's event will feature keynotes, 60-minute sessions, half-day site tours and workshops plus much more, all targeted towards leaders seeking to improve their contact center operations. Attendees will hear from industry luminaries such as John Wolske, Culture Evangelist at Zappos.com, and Myra Golden, Customer Loyalty Expert and Author. In addition, they'll have the opportunity to tour the exemplary contact centers of Caesars Entertainment, GES, Las Vegas Valley Water District and Zappos.com – be sure to register for these early as they sell out quickly.
Focusing on how contact centers can ultimately satisfy their customers, the 2015 Contact Center Demo & Conference's educational program highlights the most critical industry trends. The explosive growth of self-service channels has put customers in the driver's seat of their own experience. While this has elevated the importance of the contact center, struggles with staffing, training, and performance management still exist. The event will showcase new metrics, responsibilities, tools and resources to optimize success.
All conference sessions at the event will specifically emphasize the following core subject areas:
People Management: Ideas and resources to tackle the touch issues of hiring, mentoring, coaching and motivating; plus strategies for supervisor success.
Operations Management: Actionable ideas around critical operations topics, such metrics, technology, multichannel, outsourcing and workforce optimization.
Strategy & Leadership: Inspiration and best practices from frontrunners in the industry to help you lead your team to success.
Technology Management: How to select and use contact center technology to get the job done; plus how to coordinate implementation across the organization.
"This year's conference program will not only demonstrate best practices to implement today, but will prepare a new generation of contact center leaders to elevate these standards for amplified success in the future," said Patty Caron, Event Director. "Our content, ranging from keynotes to sessions and workshops, will dive deeper into what customer management professionals must do to thrive in an industry subject to constant change."
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.