COLORADO SPRINGS, Colo., Feb. 25, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, today announces its conference program for ICMI Contact Center Expo 2019. The 2019 event will feature interactive workshops, detailed case studies, and in-depth sessions led by the industry’s most well-respected leaders. Each new program enhancement will provide insight into the latest skills, information, and strategies impacting the industry as well as arm attendees with the tools needed to advance their organizations.

ICMI Contact Center Expo 2019 will take place May 13-16, 2019 at The Diplomat Beach Resort in Hollywood, FL. To learn more about the event and to register, please visit:  ICMI.com/CCExpo

“The contact center and customer service industry is experiencing incredible waves of transformation - from the implementation of new technology, to the use of updated customer experience strategies,” said Patty Caron, Event Director, ICMI. “We’ve designed our 2019 program to address all aspects of customer experience, giving attendees the opportunity to delve into the areas that are most relevant to their needs in order to efficiently enhance their skills and build on their experiences.”

ICMI Contact Center Expo 2019 Program Highlights:

Workshops
ICMI has added more than 10 workshops to its 2019 event that will cover critical topics such as how to improve customer loyalty, implement customer feedback, and overcome common obstacles. This year, ICMI has developed an all-new workshop titled, “Technology Stations Workshop: It’s Time for Action,” which offers a unique, interactive format led by experienced consultants. In this workshop, attendees will pick three topics from five stations and participate in facilitated discussions and exercises.

Rising Star Speakers
ICMI is bringing the best and brightest experts together in 2019 to give attendees unprecedented access to the latest contact center tips, techniques, and trainings. This year, ICMI has hand-selected a robust group of rising stars in the industry to join its well-respected lineup of speakers. Each speaker will provide attendees with fresh and progressive content that is relevant to the new challenges and opportunities impacting the contact center. Notable speakers include Andrew Gilliam, ITS Service Desk Consultant, Western Kentucky University; Amber Krueger, VP Operations Manager, U.S. Bank Global Fund Services; and Nate Brown, Director of Customer Experience, EHS Sustainability.

Case Studies
The 2019 event will offer over 20 in-depth case studies from well-respected companies including Hulu, Kaiser Permanente, E*TRADE, and more. Each case study will focus on real examples from major organizations, providing insight into the strategies used when overcoming common road blocks to achieve customer service excellence. Topics will span escalation management, high-growth capacity planning, knowledge management best practices, and more.

4-Day Pro Pass
ICMI attendees have the option this year to purchase the new 4-Day Pro Pass. In addition to having full access to the conference program, 4-Day Pro Pass holders will receive specialized training from ICMI and be awarded with an ICMI Strategy & Leadership Certificate. Participants will choose two workshops and two one-hour sessions, each presented by noteworthy ICMI speakers who will provide valuable industry knowledge and tips.

Breakfast Briefings
New to the event, this year’s breakfast briefings give attendees the chance to participate in informative morning discussions with top solution providers, all while enjoying breakfast and networking with peers. Each breakfast briefing will give attendees a closer look into the solutions offered by leading companies and provide insight into how these solutions have impacted customers.

To learn more about the ICMI Contact Center Expo 2019 Conference program, please visit: icmi.com/Contact-Center-Expo-Conference/Program/Agenda-at-a-Glance

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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, 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. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

To learn more and for the latest news and information, visit www.ubm.com and www.informa.com.

Heather Donner
ICMI PR
ICMIPR@UBM.com
415-947-6109