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ICMI's Contact Center Expo & Conference - 10+ Case Studies Presented

Leading Organizations such as Vanguard, Priceline.com, Pearson, Sprint, Wells Fargo, and Symantec share best practices and lessons learned with conference attendees

COLORADO SPRINGS, Colo., March 19, 2014 /PRNewswire/ -- The #1 rated contact center event in the industry offers attendees an opportunity to learn from leaders and top organizations as they share lessons learned through technology or service implementations in their own contact centers. This world-class, international forum for contact center professionals takes place at the ICMI Contact Center Expo & Conference in San Diego, CA (May 6-9, 2014).

Vanguard Investments
William Davis, Technology Program Leader with Vanguard Investments has been instrumental in major technical deployments including the introduction of a Virtual Assistant. He will share how this technology can be a critical weapon in call deflection for a call center.

Steve Stockman, Vice President of Operations Technology/Customer Service, is responsible for Priceline.com's applications and technology used to provide post-sale support to the Priceline.com's customer base, including self-service solutions, and those used by phone, email and chat agents. Steve will share how Priceline simplified the agent desktop, and the benefits of creating process flows, scripts, and business rules to enhance the customer experience.

Pearson Education
Antonette Adams, Senior Customer Support Advisor, will discuss how Pearson is standardizing a customer-focused quality program across eight product lines. Antonette manages the Voice of the Customer Quality Assurance Program, including administration, standards, continuous improvement, and agent training and coaching.

Tequea Batson, Operations Manager from Sprint , will reveal how maximizing supervisor effectiveness turned Sprint's business around. With 15 years in a leadership role, Tequea has managed more than 2,000 employees and never lost one to poor performance.

Wells Fargo
Mary Beth Jenkins, VP & COO of UPMC Health Plan and Heather Magaha, Sr. Vice President, National Client Service Manager with Wells Fargo will share perspectives on the responsibilities of leadership, the role of incentive programs, and whom to partner with internally in order to drive a successful culture.

Matt Miller, Contact Center Senior Manager discusses how Symantec analyzed the call experience from a customer's perspective and then transformed their center into one that delivers a simple, scalable, and repeatable superior customer experience, all while reducing costs.

Jennifer Richard, Director of Call Center Operations for McKesson, will show attendees how to mentor and motivate a multi-generational workforce in addition to discussing McKesson's implementation of speech analytics – conference attendees will hear details of the strategies, challenges overcome and measurement techniques.

Jeremiah Methven, Team Lead of Tier 3 Support, and Sean Hawkins, Manager of Technical Support share how iContact brought social media support into their contact center. Sean has over 13 years of call center experience and his team is a past winner of ICMI's Global Call Center of the Year Award for Small to Medium Centers.

CSAA Insurance Group
Sue Palmer, Operations Support Executive, and Tony Sideris, IT Business Partner of Insurance Customer Service with CSAA Insurance Group walk attendees through a multi-site performance management tool implementation. The team will share what they learned during the project, and describe the importance of a strong change management plan. This is the session to attend, if a contact center has a technology implementation in their future.

Transamerica Life Canada
Loide Cilardi, Change Leader for Transamerica Life Canada is responsible for directing, managing
and facilitating change management within all tiers of the organization. During this presentation, she will share tactics to effectively manage your team through the transition stage and reduce objections and resistance while maintaining morale and engagement.


Register before March 21, 2014 for the ICMI Contact Center Expo & Conference in San Diego, CA (May 6-9, 2014) and use promo code ICMIPR to receive 10% off an All-Access or Premium Package. This discount is on top of already low Early Bird Pricing (expires March 21).

Formerly known as ACCE, ICMI Contact Center Expo & Conference is the #1 rated event for the contact center industry. It's regarded worldwide as the essential forum for educational growth, networking and sharing of proven best practices.

Held in rotating locations, this popular conference offers 4 full days of workshops, site tours, case studies, panels and discussions on a wide-ranging selection of industry-specific topics. In addition, the event provides valuable networking opportunities, inspiring keynote speakers and the latest technologies and services from top industry vendors.

To receive email updates on the conference, register for the ICMI events newsletter.

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 professionals raise the strategic value of contact centers, optimize operations and improve customer service.

ICMI is a part of UBM, a global live media and B2B communications, marketing service and data provider.

SOURCE International Customer Management Institute (ICMI)

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