COLORADO SPRINGS, Colo., April 9, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI), today announced an array of new workshops and trainings to be featured during the 2015 Contact Center Expo & Conference. This premier global gathering for the contact center industry will provide both half day workshops and full day trainings designed to spur professional growth. The 2015 Contact Center Expo & Conference will take place May 4-7 at the Walt Disney World Dolphin Resort in Lake Buena Vista, Florida. For more information and to register, please visit: icmi.com/Contact-Center-Expo-Conference.
ICMI will host a variety of intensive hands-on training opportunities during half day workshops offered on Monday, May 4. Led by industry experts, each workshop will dive into essential topics driving the future of customer service, such as agent engagement, customer satisfaction, innovative contact center technology and more. Below are the workshops still available for this year's program:
Monday, May 4 - 8:30 AM – 12:00 PM
- Driving Business Results with a Culture of Trust - Dianne Durkin
- The Power of Now: Secrets to a Successful Customer Journey- Justin Robbins
- Shaping Your Contact Center's Role in an Omni-Channel Strategy - Lori Bocklund
Monday, May 4 - 1:30 PM – 5:00 PM
- Developing a Customer Experience Strategy in an Omni-Channel World - Laura Grimes, Maureen Russolo, Dennis Crumb
- Transform Your Leadership: Preparing for Mega-Trends and Gen Z - Dianne Durkin
- Contact Center Technology 101 - Lori Bocklund
- Road to Talent Success: The Partnership Between HR & Contact Centers - Heather Rattin, Penny Ashley-Lawrence
In addition, the event offers full day trainings led by the ICMI "best in the business" trainers. Included with the 4-Day All-Access Package, these interactive training courses offer contact center managers new strategies, tools and tips essential to business success. Both sessions will be offered on Thursday, May 7 from 8:30pm – 5:00pm:
ICMI Small Contact Center Workshop - Rose Polchin
This targeted workshop is designed to provide the tools, strategies and tips you need to achieve big results.
More than Metrics: Harnessing Data to Drive Performance - Laura Grimes
Attendees will gain practical, proven techniques for leveraging key findings, identifying root causes of inefficiencies, and furthering the success of their contact center.
"These unique educational opportunities at ICMI events help industry professionals stay on top of the most important issues in customer management today," said Patty Caron, Event Director. "Attendees walk away from these unique workshops and trainings with new tools and skills they need to navigate the industry as it progresses."
To view the full conference program, please visit: icmi.com/Contact-Center-Expo-Conference/Program/Agenda-at-a-Glance
Two, three and four-day passes are available to suit your individual needs onsite. For more information and to register, visit: icmi.com/Contact-Center-Expo-Conference. Register with code ICMI-PR and save 10% on any pass.
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.
SOURCE The International Customer Management Institute (ICMI)