ICMI

ICMI’s Contact Center Expo: A Digital Experience Announces Ryan Campbell, Motivational Speaker on Resilience and Work-Life Balance, to Keynote Event

Retrieved on: 
Tuesday, February 20, 2024
Consulting, Education, Technology, Professional Services, Outsourcing Business, Communications, Training, Digital Marketing, Apps, Applications, Software, Human Resources, Interface (computing), Expo, Workplace, Multimedia, Culture, Hobby, Exhibition, Digital, Leg, City centre, ICMI, Motivational speaker, Knowledge, Online shopping

ICMI’s Contact Center Expo: A Digital Experience today announces Ryan Campbell, motivational speaker on resilience and work-life balance, will deliver the keynote presentation “The Transformational Power of Prioritizing Joy.” The digital event, which takes place on May 15, is designed to arm contact center and customer service professionals with the tools, knowledge and connections that will advance their performance and career.

Key Points: 
  • ICMI’s Contact Center Expo: A Digital Experience today announces Ryan Campbell, motivational speaker on resilience and work-life balance, will deliver the keynote presentation “The Transformational Power of Prioritizing Joy.” The digital event, which takes place on May 15, is designed to arm contact center and customer service professionals with the tools, knowledge and connections that will advance their performance and career.
  • View the full release here: https://www.businesswire.com/news/home/20240220850004/en/
    ICMI’s Contact Center Expo: A Digital Experience Announces Ryan Campbell, Motivational Speaker on Resilience and Work-Life Balance, to Keynote Event (Photo: Business Wire)
    In a fast-paced world where challenges are relentless and solutions seem out of reach, there has never been a more important time to have a conversation on resilience.
  • Cindee Stott, Events Director, ICMI said, “Our digital event was created to deliver contact center professionals with the tools, knowledge and connections that will advance their performance and career.
  • Click here to register to attend ICMI’s Contact Center Expo: A Digital Experience for free.

ICMI Announces 2024 Contact Center Course Lineup, Curriculum Created to Educate and Empower Contact Center Professionals

Retrieved on: 
Monday, January 22, 2024
Consulting, Data Management, Education, Technology, Professional Services, Business, Other Technology, Training, Telecommunications, Other Professional Services, Thought Leadership, Knowledge, Automation, ICMI, Research, AI, City centre

Customized content and private group training is also available.

Key Points: 
  • Customized content and private group training is also available.
  • According to ICMI research “The State of the Contact Center in 2023,” after onboarding, most contact centers provide some ongoing training, but training time is limited and nearly two-thirds of contact centers provide staff with no more than 10 days of ongoing training each year.
  • “Contact center professionals – agents through to executives – receive limited training annually,” noted Tara Gibb, Senior Director, ICMI.
  • “Our programs help contact center professionals improve their knowledge and skills as the industry evolves to address AI and automation, customer and employee experience, and ongoing business demands.

TELUS International Launches Fuel iX to Drive AI-fueled Intelligent Experiences for Brands and Their Customers

Retrieved on: 
Monday, October 30, 2023
Mobile, Wireless, Technology, Other Technology, Electronic Commerce, Telecommunications, Software, Internet, Data Management, VoIP, Artificial Intelligence, CX, Brand, NYSE, AHT, Human, Hallucination, IRobot, Multimedia, Artificial intelligence, TELUS, Ix, Final good, ICMI, Telus International, AI, Bias, TSX, Medical device, Sales, Fuel

With Fuel iX, TELUS International helps global clients meet critical CX business needs faster, and more strategically, than ever before.

Key Points: 
  • With Fuel iX, TELUS International helps global clients meet critical CX business needs faster, and more strategically, than ever before.
  • View the full release here: https://www.businesswire.com/news/home/20231030026843/en/
    TELUS International Launches Fuel iX to Drive AI-fueled Intelligent Experiences for Brands and Their Customers (Graphic: Business Wire)
    TELUS International’s comprehensive suite of innovative services combine digital consulting, data services and analytics, web and mobile application development, and an AI-fueled platform.
  • As the name suggests, Fuel iX brings together the full spectrum of intelligent experiences across customer, digital, voice, user, employee and human experience.
  • The company is already working with several clients as part of the Fuel iX offering, including iRobot and TELUS.

Verint, General Dynamics Information Technology and Stanley Black and Decker Outdoor Recognized Among 2023 ICMI Global Contact Center Award Finalists

Retrieved on: 
Thursday, August 17, 2023
Professional Services, Technology, Data Analytics, Other Professional Services, Software, Artificial Intelligence, Verint Systems, General Dynamics, Deckers Outdoor Corporation, Organization, ChatGPT, Stanley Black, ICMI, Customer engagement, City centre, AI, VRNT, Empowerment, Medical device, Risk management

Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced that two of its customers, General Dynamics Information Technology and Stanley Black and Decker Outdoor , were named as finalists in the ICMI Global Contact Center Awards *.

Key Points: 
  • Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced that two of its customers, General Dynamics Information Technology and Stanley Black and Decker Outdoor , were named as finalists in the ICMI Global Contact Center Awards *.
  • General Dynamics Information Technology uses Verint to improve response speed, identify customer trends, and guide interactions toward better outcomes.
  • Stanley Black and Decker Outdoor leverages Verint to reduce call abandonment rates and enhance agent engagement and empowerment within the contact center.
  • “We are proud to be recognized alongside Stanley Black & Decker Outdoor and General Dynamics Information Technology as ICMI award finalists,” says Verint’s Celia Fleischaker, chief marketing officer.

ICMI’s Contact Center Expo Unveils Inspiring Keynote Speakers on Critical Topics

Retrieved on: 
Tuesday, July 18, 2023
Other Professional Services, Human Resources, Consulting, Artificial Intelligence, Data Management, Professional Services, Technology, Other Technology, Workforce, Exhibition, Contact, Workplace, Synthetic media, ChatGPT, American Ninja Warrior, ICMI, Sasuke (TV series), CSP, Video game

ICMI’s Contact Center Expo , which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the event keynotes.

Key Points: 
  • ICMI’s Contact Center Expo , which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the event keynotes.
  • ICMI’s Contact Center Expo takes place October 16-19 at the Loews Royal Pacific Resort in Orlando, Florida.
  • Cindee Stott, Event Director, ICMI’s Contact Center Expo said, “We pride ourselves on offering impactful independent content by industry leaders.
  • Media interested in attending ICMI Contact Center Expo, email Meryl Franzman at [email protected] .

ICMI Contact Center Expo: A Digital Experience Brings the Call Center Industry Together May 17-18, 2023

Retrieved on: 
Tuesday, March 7, 2023
Consulting, Professional Services, Other Technology, Technology, Human Resources, Learning, Exhibition, Expo, Expo Hall, Research, Customer, Pixar, Thought, The X Factor Digital Experience, Verizon (mobile network), Luhn algorithm, Knowledge, FREE, Video game, Management, ICMI

ICMI today announces ICMI Contact Center Expo: A Digital Experience will take place May 17-18, 2023.

Key Points: 
  • ICMI today announces ICMI Contact Center Expo: A Digital Experience will take place May 17-18, 2023.
  • Tara Gibb, Senior Director of ICMI said, “ICMI Contact Center Expo: A Digital Experience was created to help contact center professionals move their businesses forward.
  • We are excited to offer a digital experience to unite the industry with the latest trends as well as new and innovative technologies and services.”
    ICMI’s Contact Center Expo: A Digital Experience offers an interactive, community-focused experience rooted in practical and actionable information and customized networking.
  • Click here to register to attend ICMI’s Contact Center Expo: A Digital Experience for FREE.

ICMI Announces 2023 Strategic Advisory Board

Retrieved on: 
Monday, February 27, 2023
Consulting, Business, Professional Services, Other Professional Services, Thought Leadership, Team leader, Strategic Advisory Board for Intellectual Property Policy, Transform (consulting firm), ICMI, Student Success Act, City centre, Central Waqf Council, Management

The International Customer Management Institute (ICMI) , the authority on contact center excellence, today unveils the 2023 Strategic Advisory Board, which is comprised of industry thought leaders, senior-level practitioners, and solution providers.

Key Points: 
  • The International Customer Management Institute (ICMI) , the authority on contact center excellence, today unveils the 2023 Strategic Advisory Board, which is comprised of industry thought leaders, senior-level practitioners, and solution providers.
  • The Strategic Advisory Board will help ICMI stay abreast of customer insights and contact center market developments and ensure ICMI’s content offerings and products are aligned with industry best practices and evolve at pace to serve the contact center community.
  • The 2023 ICMI Strategic Advisory Board Members include:
    Richa Batra, Vice President and General Manager of Student Success, Anthology
    Hannah Steiman, President and Chief Strategy Officer, Peak Support
    Murphy Fraser, Team Lead, Contact Center Optimization & Transformation Consulting, TTEC Digital
    Tara Gibb, Senior Director, ICMI, said, “We live in dynamic and unprecedented times, and our mission remains focused on making contact centers better.
  • The Strategic Advisory Board helps us continue to deliver on our mission and better support our community.

Peak Support wins Best Outsourcing Provider of the Year at 2022 ICMI Global Contact Center Awards

Retrieved on: 
Tuesday, November 29, 2022
Growth, Best, Work, Support, Microsoft, ICMI, Diving, Video game, Sales, Clutch

CAMBRIDGE, Mass., Nov. 29, 2022 /PRNewswire/ --Peak Support is excited to announce that it has won Best Outsourcing Provider of the Year at 2022 International Customer Management Institute Global Contact Center Awards.

Key Points: 
  • CAMBRIDGE, Mass., Nov. 29, 2022 /PRNewswire/ --Peak Support is excited to announce that it has won Best Outsourcing Provider of the Year at 2022 International Customer Management Institute Global Contact Center Awards.
  • Peak Support provides customized customer support solutions to align with the unique goals of clients in all industries.
  • "We started Peak Support in 2015 after we were laid off," said Jonathan Steiman, CEO of Peak Support, who started the company with Bianca Lazaro and Hazel Abijay in 2015.
  • Peak Support has been certified as a Great Place to Work and recognized as a Top Global BPO by Clutch.

The Agile Brand Guide to Customer Journey Orchestration by Greg Kihlström is the latest in the Agile Brand Guides series

Retrieved on: 
Tuesday, November 15, 2022
The Washington Post, User experience, Technology, Customer data, FedEx, ICMI, Association, Entrepreneurship, Virginia Tech Pamplin College of Business, CJO, Australian Association of National Advertisers, Dell, Choice Hotels International, Thought leader, University, Forbes, DC, Business agility, VMworld, CEO, Coca-Cola, School, University of Richmond School of Law, Customer experience, HP, CSG, Business, VMware, Customer data platform, Adidas, Time, Certification, VP, Innovation, CDP, Faculty, Ad Age, Organization, Martech, American Advertising Federation, Center, Principal, Publication, Method, Tourism, Retail, Online shopping, Marketing, Amazon

ARLINGTON, Va., Nov. 15, 2022 /PRNewswire-PRWeb/ -- Customer Journey Orchestration (CJO) enables marketers to create more engaging customer experiences that span online and offline channels, and generate greater customer loyalty and purchases over time. Consumers' demands for more consistency in the way that brands communicate with them, combined with the increase in channel switching between devices and methods by customers means that brands need to provide a personalized, omnichannel experience to stay competitive.

Key Points: 
  • The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlstrm is now available in print as an ebook.
  • In this second Agile Brand Guide, Customer Journey Orchestration Platforms are explored and demystified.
  • The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlstrm is now available in print as an ebook.
  • The Agile Brand Guide to Customer Journey Orchestration: Evaluating, Buying, and Implementing a CJO for Marketers is available now in print and as an ebook from Amazon and directly from The Agile Brand website.

ICMI’s Contact Center Expo United the Contact Center Industry for Four Days of Learning and Networking

Retrieved on: 
Tuesday, November 8, 2022
Professional Services, Education, Other Professional Services, Technology, Other Technology, Consulting, Training, Omni, Organization, AVP, Farmers Insurance Group, Workplace, Technology, Concentrix, Industry, U.S. Department of Defense Strategy for Operating in Cyberspace, Expo Hall, Learning, City centre, Emotion, Contact center telephony, Vitality, Farmer, Student, Consultant, Amica Mutual Insurance, Senior advisor, Intuit, Leadership, Trex, Solution, Insurance, Research, Customer experience, Life, Elevate, Development, ICMI, Tutoring, Management

Tara Gibb, Senior Director, ICMIs Contact Center Expo, said, It was wonderful to gather the contact center industry together.

Key Points: 
  • Tara Gibb, Senior Director, ICMIs Contact Center Expo, said, It was wonderful to gather the contact center industry together.
  • Additionally, we presented ICMI's Global Contact Center Awards to the top companies, contact centers, and individuals in the industry.
  • ICMIs Contact Center Expo delivers insight on critical topics and issues pertinent to the contact center industry.
  • ICMIs Global Contact Center Awards winners:
    Customer Hero of the Year: Davy Kesner, Frontier
    Best Strategic Value to the Organization: Gusto and Concentrix and Grypp Corp. (tie)
    Best Learning and Development Program: Trex
    On April 12-13, 2023, ICMIs Contact Center Expo will present a digital event for the contact center industry.