COLORADO SPRINGS, Colo., Oct. 5, 2015 /PRNewswire/ -- ICMI, the leading global provider of comprehensive resources for customer management professionals, today announced its schedule for the 2015 Scottsdale Training Symposium. The program includes multi-day coaching and training to improve contact center performance as well as unmatched networking opportunities. The Scottsdale Training Symposium will take place November 16-19, 2015 in Scottsdale, AZ. For more information and to take advantage of early bird pricing by October 9, please visit: icmi.com/Scottsdale.
The robust conference program includes 10 classes to produce excellent service, increase productivity and profitability, and decrease shrinkage. In addition to ICMI's most popular classes, this Symposium will offer two new courses that will place a special emphasis on improving writing skills. Directors, managers and supervisors responsible for monitoring, coaching and/or quality improvement in written channels will learn best practices around email and chat:
Helping Agents Write Great Email and Chat to Customers
Your agents may have plenty of experience delivering excellent service on the phone, but how can they improve written communication? This workshop will help identify elements of effective email and chat messages. You'll learn about the difference between "small picture" and "big picture" writing skills and how each affects service quality. After the workshop, you'll have a better idea about whether an individual agent can improve his or her writing skills enough to email and chat with customers or whether that agent needs to stick to the phone.
Scoring the Quality of Email, Chat, and Social Media Customer Service
In this day-long workshop, you'll learn which standards to use when scoring the quality of written customer service. You'll practice using E-WRITE's Scoring Tools and discuss how to adapt these tools to your organization's needs. The class will also focus on the importance of coaching as you develop your agents' writing skills.
"We're thrilled to return to Scottsdale in order to serve customer management professionals with in-depth training to both improve skills of every level of staff as well as increase productivity in the contact center as a whole," said Mark Timbrook, ICMI Marketing Director. "Our symposiums offer value-priced passes with access to intimate trainings covering today's most critical industry topics. This is an incredible opportunity for those seeking development in order to improve contact center operations."
View the complete event schedule here: icmi.com/Symposiums/Scottsdale/Schedule
2016 ICMI Training Symposium Schedule
- March 7-10, 2016 – Orlando, FL
- June 21-24, 2016 – Alexandria, VA
- November 15-18, 2016 – San Diego, CA
About ICMI Training Symposiums
If you're a call center professional looking to enhance your knowledge on a wide range of subjects, the ICMI Las Vegas Training Symposium is the place to be. Value-priced passes, extending from one to four days, cover an array of critical industry topics ranging from strategy to hands-on coaching, from knowledge management to financials. And with eight different courses to choose from, you can customize your learning experience by focusing on the specific areas that meet your interest.
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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. ICMI is produced by UBM plc (UBM.L), a global provider of media and information services. For more information, visit www.icmi.com.