CMP Media and ICMI Bring Highly Successful Knowledge Exchange Conference to San Francisco September 17-19PRNewswire-FirstCall Leading integrated media company, CMP Media has once again joined with Incoming Calls Management Institute (ICMI), an international call center training and consulting firm, to bring the enormously successful Knowledge Exchange Conference to the Hyatt Regency Embarcadero in San Francisco, September 17-19. A highly charged, interactive event, it will offer call center managers in-depth training sessions in key areas including workforce management, technology, people management, and strategy and leadership. The event also provides attendees with unprecedented access to industry leaders who will share their insights and offer advice on the strategies, techniques and technologies that will allow them to maximize the performance and value of their contact centers. "The response to our inaugural Knowledge Exchange on the East Coast was overwhelmingly positive, and we have added new elements, such as a call center site tour, that will make this event even more exciting and rewarding," said Brad Cleveland, president and CEO of ICMI. "We expect an even larger crowd of participants eager to interact with industry leaders and learn how to achieve the highest level of excellence in their centers." Every element of the conference is designed to identify emerging needs and provide customer contact center managers the tools that will allow them to increase productivity and raise the bar in customer service quality, operational efficiency and cost management, ultimately leading to better bottom-line performance. Cleveland will deliver the keynote address at the San Francisco Knowledge Exchange. He will examine the call center industry today, the challenges it faces and the opportunities for growth and success in the future. Four tightly targeted management training tracks include pre-conference sessions, tutorials and interactive sessions such as "Blazing the Trail to Your Employees' Future: Career and Skill Pathing." Conference attendees will be able to participate in facilitated roundtable discussions, pose questions and get answers from seasoned, successful contact center experts. They also will have the chance to tour a state-of-the-art local call center, compare their processes and operations and learn first hand how other managers have mastered the art of customer satisfaction. In addition, there will be a wine tasting event that also serves as an excellent opportunity to network with industry experts, business partners, vendors and colleagues. "Our pre-conference survey will provide the basis for a lively, interactive discussion on the final day that will look at the challenges that have been identified, and potential solutions as well as participants' success stories," said Ted Hopton, ICMI's director of membership and community outreach. 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 |