CMP Media and ICMI Announce the Knowledge Exchange, an Educational Summit For Contact Center Leaders- Knowledge Exchange Conference to Take Place in Washington D.C. And San Francisco -PRNewswire CMP Media, a leading high-technology media company, and Incoming Calls Management Institute, (ICMI) an international call center training and consulting firm, have teamed to create a Knowledge Exchange forum for contact center management. Industry experts will offer tutorials and interactive sessions including roundtable discussions on the latest innovations in technology, workforce management, people management, strategy & leadership and more. The conferences will take place March 12-14 at the Grand Hyatt Washington in Washington, DC and September 17- 19 at the Hyatt Regency Embarcadero in San Francisco. "An effective call center plays a critical role in helping a company expand its customer base, improve productivity and quality, manage costs, increase profitability and compete in today's global business environment," said Brad Cleveland, President and CEO, ICMI. "The goal of this summit is to provide customer contact center decision-makers with the ideas and tools required to elevate their centers to the highest level of excellence. Participants will learn techniques to identify management priorities, enhance customer service and leverage resources and budgets for maximum performance." Pre-conference workshops will speak to leading practices in the industry, and Brad Cleveland will deliver a "State of the Industry" keynote address. Conference tracks include interactive presentations by industry leaders who will also facilitate discussions about new management concepts and emerging trends in customer contact centers. Tutorial sessions will provide attendees with a strategic advantage, offering "how-to" solutions to today's most pressing industry challenges. The conference will conclude with a facilitated discussion of challenges and issues raised by conference attendees in a pre-conference survey. Participants will share solutions and success stories in a dynamic, innovative general session. "The knowledge exchange is designed to bring customer contact center leaders together with vendors, outsourcers, industry experts and journalists to share ideas, learn about new developments and identify emerging needs that will help the industry rise to a new level of excellence," noted Simon Cooper, Executive director of Events, CMP Media Converging Communications Group. Cooper emphasized, "We are excited to be able to offer this event as a complement to our existing Call Center Demo & Conference portfolio." For more information on the event go to www.incoming.com/exchange or call 800-672-6177. About CMP Media LLC CMP Media LLC ( www.CMP.com ) is a leading integrated media company providing essential information and marketing services to the entire technology spectrum-the builders, sellers and users of technology worldwide. Capitalizing on its editorial strength, CMP is uniquely positioned to offer marketers comprehensive, integrated media solutions tailored to meet their individual needs. Its diverse products and services include newspapers, magazines, Internet products, research, direct marketing services, education and training, tradeshows and conferences, and custom publishing. About ICMI Established in 1985, Incoming Calls Management Institute is recognized as the leading resource on management, operations, and emerging trends impacting the contact center industry. Based in Annapolis, Md., ICMI was the first company in the world to offer training seminars on call center management and operations. ICMI has consulted to organizations in more than 20 countries, and trained over 50,000 contact center professionals, offering applied business expertise based on "real-life" experiences and sound research. ICMI is publisher of the industry's acclaimed how-to textbook, "Call Center Management on Fast Forward". ICMI is independent and is not associated with, owned or subsidized by any industry supplier. For further information, please contact Marci Silverman of CMP Media LLC, +1-917-305-3326, msilverman@cmp.com. SOURCE: CMP Media LLC CONTACT: Marci Silverman of CMP Media LLC, +1-917-305-3326, Web site: http://www.incoming.com/exchange |