Award-Winning Contact Center Leaders Delivering a World-Class, Multi-Channel Customer Experience

Aug. 31, 2011 - PRLog -- New York, NY – Customer Management IQ today announced that award-winning contact center leaders from Capital One, General Electric and Sabre Holdings will share their never-before-heard customer experience secrets at the 2nd Annual International Contact Center Summit (ICCS), October 24-26, 2011, in Miami, FL.

Heather Cox, executive vice president of US card operations for Capital One, Tina Taylor, vice president of global customer operations for General Electric and Jean Shaw, vice president of global customer support for Sabre Holdings, top-line a faculty of more than twenty executive-level thought leaders in customer management.

“Award-winning speakers from different continents – and different industries – will share take-away strategies for driving business value and delivering consistent world-class customer experience,” confirmed Lisa Schulman, executive producer, International Contact Center Summit.

In unveiling their proven best practices and case studies, the 2011 ICCS faculty will serve as an exclusive window to results-driven customer experience strategies that have been globally-recognized as best-in-class.  Cox’s Capital One claimed the 2011 Stevie Award for Global Call Center of the Year, Taylor’s GE ranks as one of Fortune’s 20 Most Profitable Companies and Shaw’s Sabre Holdings won the 2010 Call Center Excellence Award for Best-in-Class Call Center.

Other award-winning presenters come from Herbalife Mexico (Benchmark Portal’s 2010 Center of Excellence Award), LV (European Call Center Awards and National Customer Service Award), Red Lion Hotels (Market Metrix’s #1 in Customer Satisfaction) and Nicor National (JD Power & Associates’ Excellence in Customer Satisfaction).

Held at the Hyatt Regency in Miami, FL, October 24-26, 2011, ICCS will center its discussion at the international and multi-channel levels, providing unprecedented opportunities for customer management leaders to tailor their strategies for today’s increasingly-global, ever-evolving customers.

Building on last year’s success, each of the summit’s more-than-65 sessions will enable attending executives to benchmark their customer management strategies, learn new tactics for maximizing contact center efficiency, develop game plans for boosting agent engagement and retention and capitalize on trends in social media and customer experience technology.

Presentations include “Steps to Achieve Excellence and Greater Profitability in Your Contact Center,” “Connecting Employee Engagement to Customer Engagement and Business Outcomes,” “The Dos and Donts for Outsourcing Your Call Center,” “How to Transform Your Call Center to a Sales Center” and “Create Customer Engagement with Social Media.”

“So much customer management dialogue deals with the importance of satisfying the global, multi-channel customer, but so rarely does that dialogue contain substantive, useful advice,” explains Brian Cantor, managing editor and community director, Customer Management IQ.  “ICCS is a breath of fresh air.  The presentations are on mission-critical contact center objectives and run by high-level practitioners who have achieved actual success in the trenches—not by theorists who can only guess what customer management executives want to hear.”

Registration for the 2nd Annual International Contact Center is now open.  Details are available at http://www.internationalcontactcenter.com.

About International Contact Center Summit
In its second year, the International Contact Center Summit, October 24-26, 2011 in Miami, FL, expands on the success of sister-events Call Center Week and Call Center Summit by setting the discussion at the international level.  A faculty of more than twenty executive-level contact center leaders will guide customer management professionals through challenges facing international contact centers, before arming them with the knowledge, strategies and tools to efficiently engage their global, multi-channel customers.

About Customer Management IQ
A division of IQPC Worldwide, Customer Management IQ connects thought leaders responsible for strategy in contact centers, customer service, customer experience, social media and marketing.  Through industry-leading live conferences, as well as online events, webinars, articles, videos and podcasts, CMIQ serves as a link between customer management executives facing challenges and the knowledge and best practices needed to overcome those challenges.  Get more details—and the latest customer management news, interviews, research and analysis—at www.customermanagementiq.com.