ICMI Announces Toronto Training Symposium Agenda

    Training and networking for contact center professionals comes to Toronto,
    Canada April 27-30

<p><span class="xn-location">COLORADO SPRINGS</span>, Colo., <span class="xn-chron">March 18</span> /CNW/ -- The International Customer Management Institute (ICMI) will bring their top training offerings - and industry luminary <span class="xn-person">Brad Cleveland</span> - to <span class="xn-location">Canada</span> for the ICMI <span class="xn-location">Toronto</span> Symposium, taking place April 27-30 in <span class="xn-location">Toronto</span>, <span class="xn-location">Canada</span>.</p>

    Event highlights will include:

    --  Value-priced inclusive two and four day packages.
    --  Four top training courses: "The Workforce Management Boot Camp,"
        "Essential Skills and Knowledge for Effective Contact Centre
        Management", "Smart Strategy = Strong Leadership: An Executive
        on Contact Centre Strategic Planning" and "Monitoring and Coaching for
        Improved Contact Centre Performance."
    --  On-site networking activities, including evening receptions, a panel
        discussion, a "Lunch & Learn" led by an ICMI industry expert, and
        ICMI's signature "QueueTips Breakfast," peer-to-peer sharing focused
        a wide array of industry topics.
    --  A meet and greet and book signing with Brad Cleveland - Event
        will be provided with a free copy of Brad's book, "Call Center
        Management on Fast Forward."
    --  The opportunity to meet one-on-one with an ICMI Industry Expert

<p>Training courses will cover topics such as improving quality and efficiency, schedule and forecast accuracy, customer loyalty, monitoring and coaching and more. This event will address the needs of all contact center professionals, including:</p>

    --  Senior Executives and Directors who are accountable for strategic
        planning and alignment
    --  New and Experienced Managers responsible for operational and tactical
    --  Team Leaders and Supervisors in charge of day-to-day operations,
        coaching and monitoring
    --  Analysts who require a fundamental understanding of industry

<p>"We're thrilled to be bringing our training offerings to <span class="xn-location">Canada</span>," said <span class="xn-person">Linda Riggs</span>, Director of Training and Certification for ICMI, "We're also excited to have <span class="xn-person">Brad Cleveland</span> teaching our 'Smart Strategy' course.  His expertise and knowledge will be a welcome addition to this event."</p>
<p>For more information or to attend the 2010 <span class="xn-location">Toronto</span> Symposium, visit <a href="http://www.icmi.com/TorontoSymposium">http://www.icmi.com/TorontoSymposium</a> or call 800-627-6177.</p>

    About ICMI
<p>The International Customer Management Institute (ICMI), celebrating its 25th anniversary in 2010, 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.</p>
<p>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.</p>


For further information: For further information: Rachel Levy, Event Marketing Manager, ICMI, +1-610-284-1220, rachel.levy@ubm.com Web Site: http://www.icmi.com/TorontoSymposium

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