ICMI Announces Program for 2017 Contact Center Expo & Conference in Orlando


icmi2017The International Customer Management Institute (ICMI), an industry leader for more than 30 years, today announced a robust new program for its 2017 Contact Center Expo & Conference.

As the number one event for contact center professionals, the 2017 Contact Center Expo & Conference will help professionals discover best practices for their contact centers and new ways to deliver world-class customer service in this complex and ever-changing world set with progressing expectations.

The ICMI Contact Center Expo & Conference takes play May 22-25 in Orlando, FL. For more information and to take advantage of early bird pricing, please visit: ICMI.com/CCExpo  Read more

ICMI Announces New Track Offerings and Advisory Board Additions for 2017 Contact Center Expo & Conference


icmiThe International Customer Management Institute (ICMI) today announced its new Contact Center Expo & Conference track listing as well as additions to its Advisory Board. ICMI has incorporated an all new outline of conference tracks to ensure the latest industry trends and topics are covered for its 2017 event.

Each theme has been carefully chosen to align with the engaging conference programming guided by ICMI’s seasoned Advisory Board. The organization is now accepting speaker proposals for the 2017 Contact Center Expo & Conference, specifically seeking case studies, best practices and expert insight around the challenges, opportunities and trends in customer management.   Read more

Dubai Police has selected Avanza Solutions’ Unison 2.0 to power and streamline its non-emergency contact center operations


dxb_police

Dubai Police receives numerous calls every year, emergency and non-emergency, creating a potential challenges to efficient and effective delivery of a critical service. In order to have a streamlined response strategy, the firm had separated their emergency and non-emergency contact center so that response times for emergencies could be minimized as much as possible.

However, the non-emergency contact center is also a crucial service, and the police has implemented Unision customer experience management solution to effectively manage the large volume of queries it receives.  Read more

ICMI Announces Keynote Lineup for Contact Center Demo & Conference in October


icmi9201

The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today announces its Keynote lineup for the 2016 Contact Center Demo & Conference. This year’s five keynote presentations will provide attendees with a wide range of insights from a group of speakers specifically chosen based on their dynamic backgrounds and unique experiences. For more information and to register, visit: icmi.com/Contact-Center-Demo-Conference/Pricing/Passes-and-Pricing

The 2016 Contact Center Demo & Conference will take place October 25-27 in Dallas, TX.    Read more

ICMI Releases Research Report: How to Create a Flawless Call Center Customer Experience


call41 The International Customer Management Institute (ICMI) today announces its recently released whitepaper, 3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience. Sponsored by Genesys and Zendesk, the research calls on the unique insider perspectives of key stakeholders to envision the exemplary call center experience.  Read more

Aegis Again Positioned in the Gartner’s Magic Quadrant for Customer Management Contact Center BPO 2014


aegis22Aegis Limited, a global outsourcing and technology services company, today announced it has again been positioned in the Gartner Magic Quadrant for Customer Management Contact Center BPO 2014 report, published on December 23rd, 2014. Gartner positioned Aegis in the magic quadrant based on a bi-dimensional matrix, evaluating its ability to execute and completeness of vision. Read more

Aegis Included in Gartner’s Competitive Landscape: Customer Management BPO, 2014


aegis22Aegis Limited, a global outsourcing and technology services company announced today that it has been included in the Competitive Landscape: Customer Management BPO, 2014 report by Gartner Inc. Aegis has been included as one of the leading providers in the Mega Providers category for Customer Management (CM) BPO revenue…  Read more