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Last updated on April 20, 2014 at 5:20 EDT

Competitive Advantage techniques for small call centers to be revealed in ICMI Webinar

January 25, 2013

COLORADO SPRINGS, Colo., Jan. 25, 2013 /PRNewswire/ — The International Customer Management Institute (ICMI) has opened registration for a complimentary webinar that will reveal how people, process, and technology can effectively leverage small-to-medium contact centers to obtain a competitive advantage.

Achieve Big Success in your Small Contact Center – is scheduled to take place on Thursday, February 14 at 10 AM Pacific / 1 PM Eastern time.

Through this webinar, call center professionals working in small centers will take away techniques they can utilize to increase web self-service, personalize service with a unified customer profile, and improve customer service.

Featured presenters for this webinar include ICMI’s Editor-at-Large, Sarah Stealey. Sarah is a Customer Experience and Contact Center executive with over 17 years of progressive operations, vendor, and customer management experience, primarily in multi-site global organizations. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

As ICMI’s Editor-at-Large, Sarah is responsible for the editorial content and community strategy for icmi.com, and serves as a subject matter expert for the organization and its community of contact center leaders. She’s also a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national conferences and online webinars. Previously, Sarah was the SVP of Customer Support at iContact, where her Support team was awarded the 2011 ICMI “Global Call Center of the Year” for Small to Medium-Sized Centers.

Gary Fisher, Senior Technical Support Engineer with Lantronix will also be presenting during this webinar. Gary has over 30 years of experience relating to networking technology. He is an expert on asynchronous serial communication, TCP/IP networking and troubleshooting techniques, along with several other technical disciplines. His primary responsibility is to provide support to Lantronix’ valued customers, some of whom are Fortune 100 and 500 companies.

“We are excited to have Sarah and Gary team up to share innovative best practices and real-life examples of how they’ve improved both the agent and the customer experience in small contact center environments,” said Marta Kelsey, Marketing and Community Director for ICMI. “Through this webinar, the call center community will be able to take advantage of the successes and learning’s shared by Lantronix.”

Both of ICMI’s featured webinar presenters are available for interviews upon request.

While registration is complimentary, advance registration is required. Interested parties can register for this webinar here.

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 International Customer Management Institute (ICMI)


Source: PR Newswire