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ICMI16 Demo Brochure - August 2016

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October 25-27, 2016 | InterContinental ® Dallas | #CCDemo 2 WHY YOU NEED TO ATTEND As the contact center increases in importance, so does the pressure to improve customer and employee engagement, elevate satisfaction, and deliver results on their organization's mission and bottom line. Attending ICMI's Contact Center Demo & Conference will empower you with the knowledge, tools, and resources to achieve and exceed the expectations of today's contact center. • Discover the latest trends in customer expectations and technology requirements • Gain exposure to best practices • Learn from and network with respected experts • Make valuable long-term industry contacts • Gain first-hand knowledge of the latest technology and service solutions People Management Ideas and resources to tackle the tough issues of hiring, mentoring, coaching and motivating. Operations Management Critical insights and techniques into setting metrics, sourcing leading edge technology, multichannel, outsourcing, workforce optimization and more. FOUR EXCITING LEARNING TRACKS Gain New Approaches to Managing People, Process and Technology Strategy and Leadership Best practices from frontrunners in the industry to help lead your team to success. Technology Management Approaches to select and implement contact center solutions to optimize performance. WHO SHOULD ATTEND Senior Level VPs and Directors accountable for strategic planning and alignment New and Experienced Managers responsible for operational and tactical plans Team Leaders and Supervisors in charge of day-to-day operations, coaching and monitoring Analysts who require a fundamental understanding of industry principles Customer Support Professionals who need to acquire new skills for their everyday jobs

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