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International Customer Management Institute (ICMI) Announces Executive Summit Featuring Keynote by Michael Hugos – to Take Place March 24-25, 2011 in San Diego

COLORADO SPRINGS, Colo. Jan. 18, 2011 March 24-25, 2011 San Diego, CA.

Crafted specifically for Senior Managers and Executives aligned with the contact center, the ICMI Executive Summit will offer exclusive learning and networking opportunities to these influential decision-makers. Educational sessions will include in-depth workshops, general sessions, and peer-to-peer sharing on topics such as: agent engagement, internal training, coaching, attrition, workforce management, quality, voice of the customer, organizational structure, cost of ownership analysis, speech analytics, and customer satisfaction.

Joy Sobhani

The summit will also feature an opening keynote focused on Business Agility from industry leader Michael Hugos of the Center for Systems Innovation. Another distinctive aspect of ICMI’s Executive Summit will be a ‘Performance Lab’ where attendees in small, focused groups will work together to make strategic decisions in an effort to positively impact the customer experience at a hypothetical company.

To guarantee a hands-on experience, participation in this event will be limited to no more than 40 top level call center industry executives.

www.icmi.com/Summit

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, awards programs and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.

SOURCE International Customer Management Institute (ICMI)

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