ICMI Brings Customer Management Professionals Together in Orlando, Florida, March 4-7

ORLANDO, Fla., March 5, 2014 /PRNewswire/ -- Contact center professionals seeking a way to improve their skill sets in a number of key areas – and see considerable value in ICMI professional training – have joined together for the ICMI Training Symposium, taking place this week in Orlando, FL.

Produced by the International Customer Management Institute (ICMI), all ICMI Training Symposiums offer attendees inclusive professional development packages incorporating both intensive training and networking opportunities, allowing them to mix and match from seven training course options ranging from one to four days in length.  Included among the course choices in Orlando are such popular offerings as "The Workforce Management Boot Camp," "Small Contact Center Workshop," "Essential Skills and Knowledge for Effective Contact Center Management," "Essential Principles of People Management," Contact Center Strategy: A Planning Workshop," and "Advancing Contact Center Quality Through Monitoring and Coaching."   

New this year, ICMI has added the dynamic "Managing Customer Contacts with Quality" course, which includes a site tour of the NBC Universal Orlando contact center.  This center handles over 1.1 million calls and approximately 50,000 emails annually.  In addition, Live Chat requests totaled almost 48,000 last year.  They are an industry leader for over 17 years serving both the Universal Orlando Resort and Universal Studios Hollywood.

On-site networking activities will be offered throughout the week, and include an evening reception, the SWPP / QATC regional meeting, daily-networking breakfasts, and peer-to-peer sharing focused on a wide array of industry topics.

"I am really excited to see such a great group attend this year's symposium.  Everyone has been so positive and eager to improve their skills in areas like people management, workforce planning and contact quality improvement," said Justin Robbins, Training and Development Manager for ICMI "What makes this symposium such a big hit every year is a combination of right sized classes and highly sought after training courses that would normally require multiple trips away from the office."

For more information on upcoming ICMI Training Symposium, visit http://www.icmi.com/symposiums.

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 customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com.

ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.

SOURCE ICMI

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