Thirty-Six New Products to Be Introduced at CMP Media's First Annual Call Center Exhibition (ACCE) September 13-15- ICMI Knowledge Exchange Will Provide Dynamic Conference Content to Help Call Center Professionals Implement and Maintain Best Practices -PRNewswire-FirstCall CMP Media LLC, a leading integrated media company and producer of call center events worldwide is launching the first Annual Call Center Exhibition (ACCE) on September 13-15, 2004 in Seattle's Washington State Convention Center. Conference delegates and attendees will be the first to review the latest state-of-the-art technologies as 36 new products are unveiled. Many focus on agent development and retention, a critical area of the call center industry. Recognized for innovative conference programming, Incoming Calls Management Institute (ICMI) has developed an educational program designed to help call center professionals attract and retain high-quality agents, raise the bar on performance, address overseas outsourcing and establish best practices that will enable them to compete effectively in today's challenging business environment. ACCE is sponsored by Envision, a leading provider of contact center software solutions. "The call center industry is a major contributor to the nation's economy and is critical to businesses operating in the global marketplace. Keeping abreast of the latest tools and techniques is important to ensuring a successful operation that improves customer satisfaction, enhances the bottom line and keeps the company competitive," said Joy Cerequas, show director. "The industry depends on new technologies to help them achieve best practices in every area." Among the new products being introduced at the exhibition are:
* Dalbar's Call Center Evaluation and Certification -- a system that
randomly selects and rates calls, then provides managers with detailed
reports that compare the call center's performance with Dalbar
benchmarks. The ratings help to identify outstanding representatives,
highlight those who need extra training and provide third-party
endorsement for high quality service that can be used for advertising
and public relations.
* Richardson's eLearning QuickSkill -- a series of interactive,
web-based training courses focused on sales, customer service,
effective telephone selling and coaching. Representatives have the
opportunity to apply what they have learned during high-impact
simulations that feature challenging real-life situations. Intensive
coaching and feedback ensures behavior modification and improved
performance.
* TalentKeepers RetentionWorks™ SMB is designed specifically to help
small and midsize businesses retain their best agents. Employee
turnover is a huge drain on company performance, and this technology
is designed to help call center leaders and employees work together to
solve recurring problems and communicate better. The program uses the
power and efficiency of web delivery, tracking and reporting to create
more leaders committed to achieving better results.
Ongoing training is an essential element in developing management skills that are fundamental to a successful call center operation. CMP Media has partnered with ICMI, which has set the benchmark for dynamic conference programming and the highest quality training delivered by proven industry leaders. Topics are based on emerging industry issues and challenges as well as new ways to overcome old problems. Representative issues include:
* Offshoring -- is it a blessing or a curse?
* Turnover -- are supervisors the weak link?
* Agents -- where are the good ones and what must you do to keep them?
* Budgets -- will they accurately reflect your needs?
* Technology or management -- which is most important?
* The Bottom line -- can call centers be profit centers rather than a
drain on company resources?
"We have worked diligently to develop an interactive program that speaks to the issues of greatest concern to the industry, that brings a fresh perspective and promises to infuse call center managers with new energy and excitement," said Brad Cleveland, CEO and president of ICMI. CMP Media brings years of international experience serving buyers and sellers in every aspect of the technology sector through its many publications including Call Center Magazine which is recognized as the leading publication serving the call center industry in the U.S. CMP also has top call center events in the U.K. and Japan. It is uniquely positioned to launch ACCE and deliver key customers including call center, network and marketing managers to the event. About CMP Media LLC CMP Media LLC (http://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, trade shows and conferences, and custom publishing. About Incoming Calls Management Institute (ICMI) ICMI Inc. is a global leader in call center consulting, training, publications and membership services. ICMI's mission is to help call centers (contact centers, help desks, customer care, support centers) achieve operational excellence and superior business results. Based in Annapolis, MD, the organization was established in 1985 and was first to develop and deliver management training customized for call centers. Today, ICMI has become the industry's leading provider of membership services with an impressive line-up of call center management resources, including instant access to prominent research, expert advice and career development tools, and a networking forum that spans more than 40 countries worldwide. ICMI is not associated with, owned or subsidized by any industry supplier-its only source of funding is from those who use its services. For more information about ICMI, visit www.icmi.com, or call 800.672.6177 (410.267.0700). Contact: Marci Silverman CMP Media LLC (212) 600-3326 msilverman@cmp.com SOURCE: CMP Media LLC CONTACT: Marci Silverman of CMP Media LLC, +1-212-600-3326, Web site: http://www.icmi.com/ Web site: http://www.cmp.com/ |