ICMI's Brent Haferkamp and Wendy Fowler to Speak on June 8 at the NorthEast Contact Center Forum Annual Vendor Expo, Sharing Insights on Schedule Adherence Goals

COLORADO SPRINGS, Colo., June 4 /PRNewswire/ -- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today announced that workforce management industry experts, Brent Haferkamp and Wendy Fowler will speak at the 2010 NorthEast Contact Center Forum (NECCF) Annual Vendor Expo on Tuesday, June 8 at Gillette Stadium in Foxboro, MA. Haferkamp and Fowler will present "Schedule Adherence: Learn How to Stop Guessing on Goals."

Founded in 2001 by contact center executives as a grass roots organization, the NECCF is dedicated to addressing the needs of industry professionals by facilitating networking and best practice sharing opportunities at its quarterly events. The event provides attendees with a unique opportunity to enhance your contact center's performance.

According to ICMI hands-on experience and research, scheduled adherence is the #1 issue cited by contact center professionals. The ICMI interactive "Schedule Adherence" workshop will walk attendees through the data and steps they need to determine their contact center's schedule adherence goals. It will provide attendees with the information they need to ensure they establish the right schedule adherence goals for their contact centers.

In addition, during the Expo ICMI will offer "Ask the Experts" and "Scorecards" sessions with event attendees.

• Ask the Experts provides attendees with a complimentary, one-on-one 30 minute session with a veteran industry expert from the ICMI team to speak about any contact center topic. To reserve a session, visit www.icmi.com/asktheexperts.
• ICMI will offer real-time self-assessment scorecards for attendees to self-rank themselves based on their quality and workforce management programs.

"Contact center professionals are challenged with getting the right people in the right place at the right time," said Macklin Martin, Executive Director of Consulting, ICMI. "Stellar forecasting and scheduling is no guarantee that the agents will meet the expected demand and will actually be in the right place at the right time. Our team of experts has in-depth knowledge to assist contact center professionals improve contact center operations, empower employees and enhance customer loyalty."

About Brent Haferkamp

Haferkamp provides strategic and tactical consulting and training for organizations in a variety of industries. He has performed a number of call center assessment assignments, as well as two mid-term Executive Replacement (Director/VP) assignments.

Haferkamp consulting engagements include, revamping and redesigning the call flow and staffing/scheduling for five regional claim units of a major insurance company; analyzing and making recommendations for workforce management improvements, IVR routing changes, and operations consolidation for a large international not-for-profit; reviewing call routing structure and recommending improvements for a nine-site field office operation for a major insurance company; reviewing and making recommendations for operational changes, phone switch (PBX/ACD) replacement, and acquisition of a CRM tool for a managed healthcare program; and working with multiple U.S. government agencies, involving forecasting, workforce organizational design and forecast/staffing model design.

Prior to ICMI, Haferkamp oversaw the workforce and technical operations of a large passenger transportation company with 24/7/365 operations and annual call volumes in excess of 24 million. Earlier, Haferkamp was a Workforce Manager for a multiple award-winning, large international call center outsourcer, supporting up to 20 programs at any given time.

Haferkamp graduated from Parks College of St. Louis University with a degree in Aerospace Science. Haferkamp writes Visual Basic call center tools and is very active on a number contact center related web forums.

About Wendy Fowler

Fowler is a strategic thinker with a successful track record of implementing successful, world-class call center and workforce management processes and teams for companies of all sizes. Fowler has nearly 11 years of leadership experience with a focus on developing and motivating people, reengineering processes, implementing best-practices and leveraging technology. In her 19 years of customer service experience, she has held various positions responsible for all aspects of call center operations – from CSR to call center manager to WFM director. Prior to joining ICMI, Wendy held consulting and leadership roles with organizations like Blue Cross Blue Shield of Florida, Washington Mutual Option One Mortgage and Humana. Fowler 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.

About ICMI

The International Customer Management Institute (ICMI), celebrating its 25th anniversary in 2010, is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. 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 programs 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 (ICMI)/UBM Live