ICMI to Launch New Courses at Upcoming Training Symposium in San Diego

Highly requested contact center topics spur new curriculum focused on quality assurance and metrics

Aug 08, 2013, 09:00 ET from International Customer Management Institute (ICMI)/UBM Live

COLORADO SPRINGS, Colo., Aug. 8, 2013 /PRNewswire/ -- International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, has announced the addition of two courses to its upcoming training symposium, taking place September 24-27, 2013, at the Hyatt Regency Mission Bay Spa and Marina in San Diego, CA.

This event will mark the official launch of two newly developed training courses, Powerful Partnerships: Integrating Training and Quality Assurance, and More than Metrics: Harnessing Data to Drive Performance.

"Quality training is essential for customer service management success – it can literally be what 'makes' or 'breaks' a contact center " said Justin Robbins, Training and Development Manager for ICMI. "The focus of both newly-developed courses - and ICMI's training courses, in general - is to provide contact center leaders with the necessary tools to achieve excellence within their centers."

More than Metrics: Harnessing Data to Drive Performance will guide participants through the best practices for utilizing/implementing analytics, enhancing their organization's strategic value through information sharing of the 'right' metrics.

Powerful Partnerships: Integrating Training and Quality Assurance, meanwhile, will examine the top challenges faced in building a relationship between training and quality assurance teams. This course will then go on to offer strategies on how to form a symbiotic relationship between these two critical groups, as well as best practices for holding those respective teams accountable for results/ways to measure success within the programs.

"We are excited to be offering these new courses for the very first time at our San Diego Training Symposium, "said Robbins. "We're confident that these new additions are the perfect complement to an already strong course selection of returning favorites."

About ICMI Training Symposiums

ICMI offers three training Symposiums annually, with each offering seven-eight different courses across four days, and covering an array of critical industry topics.  Attendees can customize their experience by choosing the training that best fits their needs, and participate in various networking opportunities offered throughout each Symposium.

Early bird savings are available until August 18 for the September 24-27 Symposium in San Diego. Contact center professionals interested in attending can find out more at  icmi.com /San-Diego. Members of the press who are interested in conducting an interview with an ICMI expert can contact Rachel Ostafi at rostafi@icmi.com, or 267.239.4574.

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, certification, 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. For more information, visit www.icmi.com.

ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.

SOURCE International Customer Management Institute (ICMI)/UBM Live