ICMI Announces Expansion of Advisory Board and Tracks for 2018 Contact Center Expo

COLORADO SPRINGS, Colo., Sept. 6, 2017 /PRNewswire/ — The International Customer Management Institute (ICMI) today announced the expansion of its Advisory Board as well as the Contact Center Expo track listing. ICMI works with the 35-member board to develop a program ensuring the latest industry topics and trends are covered for its 2018 event. ICMI is also currently accepting speaker submissions that offer practical and specific takeaway tools and enable attendees to implement practices and processes within their own centers. Abstracts can be submitted for 60-minute conference sessions and half-day workshops through Friday, September 29.

The ICMI Contact Center Expo takes place May 21-24, 2018 in Orlando, FL. To learn more, or to submit a proposal, please visit: speakers.icmi.com

ICMI continues to evolve the conference programming to meet the needs of today’s customer service professionals and the new tracks ensure next year’s conference program will cover a broad range of key topics dedicated to today’s most pressing themes. The conference focus will be aligned with the following new tracks:

  • Achieve Metrics Nirvana
  • Boost Your Culture
  • Drive Customer Success
  • Elevate Your Leadership
  • Executive Perspectives
  • Maximize Productivity
  • Optimize Technology

ICMI has also announced the expansion of the Advisory Board who is responsible for reviewing and selecting the most interesting and engaging content for each of ICMI’s leading events, the ICMI Advisory Board is comprised of seasoned customer service executives offering valuable insight based on their wide range of unique backgrounds. ICMI welcomes the following new members:

  • Chuck Browne, Senior Manager of Customer Care, Vivint.SmartHome
  • Beth Gauthier, Vice President Customer Care, Gopher Sport
  • G. Todd Gladden, VP US Operations, Planmen Consulting
  • Erica Strother Marois, Community Strategist, ICMI
  • Dustie Mercer, Senior Director Call Center Operations, Renaissance
  • Dan Moross, Director Customer Experience, moo.com
  • Tim Montgomery, Principal Consultant, Alamo City STAT
  • Anne Palmerine, Associate Vice President, Customer Engagement & Enrollment Services, UPMC
  • David Perry, Customer Support Manager, Clio
  • Kristy Powers, Manager CCO Quality Service, Navy Federal Union
  • Patrick Russell, Senior Manager Product Marketing, inContact

Registration for the ICMI Contact Center Expo & Conference is open. To learn more, please visit:  icmi.com/contact-center-expo-conference

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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 a part of UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit www.ubm.com for the latest news and information about UBM. 

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