COLORADO SPRINGS, Colo., July 16, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute, the authority on contact center excellence, announces its conference program for ICMI Contact Center Connections 2019. The 2019 event will feature all-new workshops, case studies, contact tours, and more, providing a comprehensive program that covers the latest trends and research impacting customer experience professionals. In addition, ICMI will introduce new session formats to the lineup that offer attendees the chance to hear from industry thought leaders in a unique, interactive environment.

ICMI Contact Center Connections 2019 will take place October 28-30, 2019, at the Hyatt Regency in Chicago, IL. To learn more about the event and to register, please visit: icmi.com/Contact-Center-Connections

“In order for customer experience professionals to stay up-to-date on the latest trends impacting the contact center, it’s important that we put together a conference program that reflects these new innovations and experiences,” said Patty Caron, Event Director, ICMI. “Our 2019 program will give attendees the opportunity to gain insight into the future of the industry, led by speakers who are pioneering the latest strategies and best practices.”

ICMI Contact Center Connections 2019 Program Highlights:

New Session Formats
ICMI is introducing new session formats to provide a dynamic learning experience for attendees. The new session formats include:

Case Studies
This year’s case studies lineup features 12 sessions that will provide a closer look at how leading organizations overcame common contact center obstacles. Representatives from Zoro, Gopher Sport, Learning Tribes, and more will dive deep into their organizations’ latest challenges and highlight invaluable new techniques and process improvements that attendees can implement at their own organizations.

Workshops
The 2019 event will offer 8 hands-on workshops led by highly regarded experts in the industry. The workshops will teach attendees important skills and techniques needed for success and will focus on key topics such as how to get the most out of your contact center agents, understanding workforce management, and more. Attendees can participate in 1-day training workshops or dig deeper into specific topics of interest with half-day workshops.

Contact Center Tours

This year, attendees will have the opportunity to participate in contact center tours from never-before-featured organizations, including the Alzheimer’s Association, CME Group, Enova, and Zoro. Each organization will offer an exclusive look at their contact center operations and provide insight into how they achieve customer service excellence. Attendees will hear from key personnel as they share details of their greatest achievements and challenges.

To learn more about this year’s conference program, please visit: icmi.com/Contact-Center-Connections/Conference/Schedule

Register for ICMI Contact Center Connections 2019:
To register before July 19 and save up to $400, please visit: icmi.com/contact-center-connections/Pricing/Passes-and-Pricing

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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