|By PR Newswire||
|March 19, 2014 03:34 PM EDT||
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).
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.
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.
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.
EARLY BIRD PRICING ENDS THIS FRIDAY (MARCH 21)
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).
ABOUT CONTACT CENTER EXPO & CONFERENCE
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)
Big Data engines are powering a lot of service businesses right now. Data is collected from users from wearable technologies, web behaviors, purchase behavior as well as several arbitrary data points we’d never think of. The demand for faster and bigger engines to crunch and serve up the data to services is growing exponentially. You see a LOT of correlation between “Cloud” and “Big Data” but on Big Data and “Hybrid,” where hybrid hosting is the sanest approach to the Big Data Infrastructure pro...
Jul. 24, 2016 07:45 PM EDT Reads: 1,843
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 24, 2016 07:30 PM EDT Reads: 2,047
In his session at 18th Cloud Expo, Sagi Brody, Chief Technology Officer at Webair Internet Development Inc., and Logan Best, Infrastructure & Network Engineer at Webair, focused on real world deployments of DDoS mitigation strategies in every layer of the network. He gave an overview of methods to prevent these attacks and best practices on how to provide protection in complex cloud platforms. He also outlined what we have found in our experience managing and running thousands of Linux and Unix ...
Jul. 24, 2016 07:30 PM EDT Reads: 1,704
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.
Jul. 24, 2016 07:30 PM EDT Reads: 1,685
Continuous testing helps bridge the gap between developing quickly and maintaining high quality products. But to implement continuous testing, CTOs must take a strategic approach to building a testing infrastructure and toolset that empowers their team to move fast. Download our guide to laying the groundwork for a scalable continuous testing strategy.
Jul. 24, 2016 07:15 PM EDT Reads: 1,854
With 15% of enterprises adopting a hybrid IT strategy, you need to set a plan to integrate hybrid cloud throughout your infrastructure. In his session at 18th Cloud Expo, Steven Dreher, Director of Solutions Architecture at Green House Data, discussed how to plan for shifting resource requirements, overcome challenges, and implement hybrid IT alongside your existing data center assets. Highlights included anticipating workload, cost and resource calculations, integrating services on both sides...
Jul. 24, 2016 07:00 PM EDT Reads: 1,924
"We are a well-established player in the application life cycle management market and we also have a very strong version control product," stated Flint Brenton, CEO of CollabNet,, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 24, 2016 06:45 PM EDT Reads: 1,752
In his session at @DevOpsSummit at 19th Cloud Expo, Yoseph Reuveni, Director of Software Engineering at Jet.com, will discuss Jet.com's journey into containerizing Microsoft-based technologies like C# and F# into Docker. He will talk about lessons learned and challenges faced, the Mono framework tryout and how they deployed everything into Azure cloud. Yoseph Reuveni is a technology leader with unique experience developing and running high throughput (over 1M tps) distributed systems with extre...
Jul. 24, 2016 06:45 PM EDT Reads: 2,029
"Software-defined storage is a big problem in this industry because so many people have different definitions as they see fit to use it," stated Peter McCallum, VP of Datacenter Solutions at FalconStor Software, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 24, 2016 06:15 PM EDT Reads: 1,375
The cloud competition for database hosts is fierce. How do you evaluate a cloud provider for your database platform? In his session at 18th Cloud Expo, Chris Presley, a Solutions Architect at Pythian, gave users a checklist of considerations when choosing a provider. Chris Presley is a Solutions Architect at Pythian. He loves order – making him a premier Microsoft SQL Server expert. Not only has he programmed and administered SQL Server, but he has also shared his expertise and passion with b...
Jul. 24, 2016 06:00 PM EDT Reads: 1,849
"Operations is sort of the maturation of cloud utilization and the move to the cloud," explained Steve Anderson, Product Manager for BMC’s Cloud Lifecycle Management, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 24, 2016 06:00 PM EDT Reads: 1,836
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...
Jul. 24, 2016 05:00 PM EDT Reads: 2,023
Unless your company can spend a lot of money on new technology, re-engineering your environment and hiring a comprehensive cybersecurity team, you will most likely move to the cloud or seek external service partnerships. In his session at 18th Cloud Expo, Darren Guccione, CEO of Keeper Security, revealed what you need to know when it comes to encryption in the cloud.
Jul. 24, 2016 05:00 PM EDT Reads: 2,348
What are the successful IoT innovations from emerging markets? What are the unique challenges and opportunities from these markets? How did the constraints in connectivity among others lead to groundbreaking insights? In her session at @ThingsExpo, Carmen Feliciano, a Principal at AMDG, will answer all these questions and share how you can apply IoT best practices and frameworks from the emerging markets to your own business.
Jul. 24, 2016 04:15 PM EDT Reads: 1,543
Ask someone to architect an Internet of Things (IoT) solution and you are guaranteed to see a reference to the cloud. This would lead you to believe that IoT requires the cloud to exist. However, there are many IoT use cases where the cloud is not feasible or desirable. In his session at @ThingsExpo, Dave McCarthy, Director of Products at Bsquare Corporation, will discuss the strategies that exist to extend intelligence directly to IoT devices and sensors, freeing them from the constraints of ...
Jul. 24, 2016 03:45 PM EDT Reads: 1,724