CMP Media's Call Center Specialists and EIG Speech Experts Team to Offer Seminars and PublicationsPRNewswire When it comes to designing and improving call centers, two heads may be better than one. That is why Enterprise Integration Group (EIG) has joined forces with Incoming Calls Management Institute (ICMI) to market do-it-yourself call center seminars and how-to call center design books. Effective today, EIG's call center workshops and best practice books are marketed and available exclusively through ICMI. "Call center applications and user experiences can be positive," said Linda Harden, senior vice president of ICMI. "By marketing EIG seminars and books, ICMI continues to present clarity and know-how on an application that is often misused and provides incredible frustration to customers, instead of a positive experience." Tools to help bridge the user-friendliness gap are now available using EIG's content and expertise, combined with ICMI's extensive market knowledge. "The interactive voice response (IVR) industry has been adrift," explained Bruce Balentine, EIG chief scientist. "But we're beginning to see a very practical, business-based focus in call centers and a move away from the futuristic, Jetsonian designs of the '90s. Best practices we teach in the workshops help companies to 'right' their call centers." ICMI, a global leader in call center consulting, training, publications and membership services, has the reach to most effectively transmit the newest, best call center practices to the industry, he said. More than 2,000 call center professionals worldwide have participated in EIG workshops, which help designers and managers improve call center users' experience. EIG's book, "How to Build a Speech Recognition Application," highlights best practice standards for IVR user interface design and is now available through ICMI. "EIG will now focus on research and development while the IVR industry moves through its current transition to efficiency-based applications," said Rex Stringham, EIG president. "It's our material and our instructors in these workshops, as has been the case for the past 10 years." The next opportunity to participate in one of these workshops will be April 24-28, 2006, in Seattle, WA, where Speech Applications: Planning, Voice User Interface Design, and Tuning will be presented (http://www.icmi.com/speech). Improving the Effectiveness of Speech and IVR will be presented in Chicago, IL, on June 27-28, 2006 (http://www.icmi.com/ivr). More information about these offerings can be found at http://www.icmi.com/. About Enterprise Integration Group Enterprise Integration Group specializes in design and best practices to improve customer self-service. In particular, EIG emphasizes improvement to interactive voice response (IVR) and speech recognition applications. Services include design and systems integration EIG specialists address client needs from the customer's perspective to ensure that business processes and systems get the right information to the right person at the right time, in the right place in a convenient and cost effective manner. The company is headquartered in San Ramon, California with offices in Texas, United Kingdom and Switzerland. EIG can be reached at http://www.eiginc.com/, in the US at 888-344-4487, worldwide at 1-925-362-1700. About ICMI (http://www.icmi.com/) ICMI, Incoming Calls Management Institute, is the global leader to the call center industry for consulting, training, management tools, seminars, conferences, trade shows, networking, professional membership and publications. ICMI's mission is to provide the comprehensive information resources required by call center professionals to achieve operational excellence, attain superior business results, and enhance the strategic value of every customer interaction. Our team's sincere dedication, extensive experience, uncompromised objectivity, and results-oriented vision has earned ICMI a reputation as the industry's most trusted resource. About CMP Media (http://www.cmp.com/) CMP Media is a marketing solutions company serving the technology, healthcare and lifestyles industries. Through its market-leading portfolio of trusted information brands, CMP Media has earned the confidence of more professions and enthusiasts in these fields than any other media company. As a result, CMP is the premier provider of access, insight and actionable programs designed to connect sellers and buyers in each of these industries in ways that yield superior return on investment. CMP Media is a subsidiary of United Business Media (http://www.unitedbusinessmedia.com/), a global provider of news distribution and specialist information services with a market capitalization of more than $3 billion. Media Contacts EIG Bruce Balentine bruce@eiginc.com 940-891-3414 ICMI Michael Blair michaelb@icmi.com 410-308-3742 SOURCE: CMP Media LLC CONTACT: Bruce Balentine of EIG, +1-940-891-3414, bruce@eiginc.com; or Web site: http://www.cmp.com/ Company News On-Call: http://www.prnewswire.com/comp/181993.html |