ICMI's Customer Management Insight - January 2008 - (Page 23) SHOW PREVIEW CALL CENTER DEMO & CONFERENCE Call Center Demo & Conference Preview Come to improve. Leave to transform. Miami is the place to be next month for ICMI’s Call Center Demo & Conference. This year’s program offers its usual comprehensive breadth of topics, with an enhanced focus on the customer experience. Special networking events offer the chance to learn, share ideas and meet your peers through industry and topical roundtables and cocktail receptions. There are 13 case studies to give you the opportunity to compare what you’re doing to highperforming and award-winning contact centers. The show takes place at the Hyatt Regency Miami, February 13-15. WHAT’S NEW IN MIAMI > An entire track of Knowledge Exchange discussion sessions focused on topics like small call centers, people management, bridging the divide between IT and the call center, effective communication, motivation and rewards, and workforce management. The VIDEOS Watch a clip of the 2007 Keynote with Jay Minnucci Watch a clip of ICMI’s “Insight” Tour with World Travel Holdings sessions follow an agenda and are led by expert facilitators, but the floor belongs to the participants, who share their successes, failures and lessons learned. Come learn from your peers and network actively with other call center professionals who share your interests and concerns. > Special small call centers track with sessions dedicated to the needs of smallto medium-sized call centers. > Full-day workshop on leading high-performance teams led by Lior Arussy, one of our most popular and dynamic speakers. > A one-of-a-kind, hands-on baking workshop to teach team-building with renowned chefs and dynamic call center teams from King Arthur Flour and Bakers Catalogue. Learn how interaction influences success and taste (literally)! > Workshop on how to build a believable business case and demonstrate ROI. Learn how to get your projects approved! > 13 case studies featuring experienced presenters who have earned high marks speaking at ICMI conferences in the past. Many prominent companies are represented, including Vodacom, Hilton, Bell Canada, The Hartford, Cox Communications, Jackson National Life Insurance, Transcore and more. • M In the Demo Hall Call Center Demo & Conference’s Demo Hall is where you’ll find information about the latest call center products and services, and company representatives ready and willing to answer all of your questions. Visit our Web site for a list of companies exhibiting at this year’s show. Don’t miss the other events taking place on the Demo Hall floor, such as the opportunity to meet one-on-one with an ICMI consultant for free advice about your contact center; a lighter look at call centers via the Contact Center Cartoon Exhibit, where you can enter a raffle to take one home by voting for your favorite ’toon; and the ever-popular Passport to Prizes drawings. Download the entire conference program. icmi’s insight www.icmi.com | JANUARY 2008 23 http://www.callcenterdemo.com/ http://i.cmpnet.com/v2.callcenterdemo.com/pdfs/miami_final.pdf http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 1) ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 2) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 3) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 4) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 8) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 9) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 10) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 11) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 12) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 13) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 14) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 15) ICMI's Customer Management Insight - January 2008 - In The Center (Page 16) ICMI's Customer Management Insight - January 2008 - In The Center (Page 17) ICMI's Customer Management Insight - January 2008 - In The Center (Page 18) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 19) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 20) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 21) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 22) ICMI's Customer Management Insight - January 2008 - Show Preview (Page 23) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 24) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 25) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 26) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 27) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 28) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 29) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 30) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 31) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 32) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 33) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 34) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 35) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 36) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 37) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 38) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 39) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 40) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 41) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 42) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 43) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 44) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 45) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 46)
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