Tag Archives: ICMI

ICMI Announces New Program for 2016 Conference



2016 Contact Center Expo & Conference Highlighting the Rise of Customer Experience

ICMI announced a new program for its 2016 Contact Center Expo & Conference. This year’s event will help attendees discover best practices for their contact centers and new ways to stay ahead of rising customer expectations.

As customers increasingly seek service in channels such as self-service, chat, and social media, they’ve gained control over where, how, and with whom they’d like to do business. This shift places an increased emphasis on the contact center and requires leaders to align their people, processes, and technologies to provide truly personalized interactions. The Contact Center Expo & Conference will offer new insights and best practices to meet these needs through new keynotes, sessions, workshops, and training focused on seven core subject areas.

Beyond the program’s core session and training offerings, attendees can also participate in local contact center tours, networking functions, case study presentations, and the ICMI Global Contact Center Awards Party.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

ICMI Releases Robust Program for 2015 Contact Center Demo & Conference in Las Vegas

Conference Schedule will Feature Inspiring Keynotes, Sessions, In-depth Workshops, and Site Tours

The International Customer Management Institute (ICMI) announced an extensive new program for its 2015 Contact Center Demo & Conference. 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.

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 Wolsey, 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.

All conference sessions at the event will specifically emphasize the following core subject areas:

  • People Management
  • Operations Management
  • Strategy & Leadership
  • Technology Management

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 and will showcase new metrics, responsibilities, tools and resources to optimize success.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]