NEWTON, MA--(Marketwire - July 16, 2008) - Questex Media Group's ICCM Canada Conference &
Exposition (iccmcanada.com), Canada's premier customer contact management
conference and expo, today announced its 2008 conference program. Filled
with high-profile keynote presentations and more than 30 sessions, the
conference program, presented by industry leaders, offers actionable advice
for maximizing the financial and operational performance of a contact
center. ICCM Canada will take place October 6-8 at the Metro Toronto
Convention Centre in Toronto.
"Our outstanding line-up of keynote presenters will deliver practical
advice and insight on what contact center organizations need to develop
customer-focused business processes and what the people who manage them
must know to be successful," said Tom Bliss, Group Conference Director,
Questex Media Group. "This year's program also provides attendees with an
ideal opportunity for contact center professionals to share best
practices."
Keynote Presentations
The end user keynote panel titled "High Quality Leadership from Around the
World: The Key to Contact Centre Success" will take place on Tuesday,
October 7 at 11:30 a.m. The panel will examine how the quality of
leadership determines the success or failure of a contact center. Leading
organizations' executives will discuss how they helped their companies
develop a new breed of contact center leadership that is driving top
performance from centers, people and operations. Donna Miller, CEO of
Contact Centre Canada, will moderate. Panelists include: Graham Kingma,
Vice-President - Customer Experience, The Shopping Channel; Tim Cook, Vice
President of North American Operations, Hilton Reservations & Customer
Care; and Alfredo Gonzalez, Customer Service Managing Director, Latin
America & Caribbean, FedEx Express.
The keynote panel, an ICCM original and perennial attendee favorite, titled
"60 Ideas in 60 Minutes" will take place on Wednesday, October 8 at 8:45
a.m. This session features industry veterans and experts who will share a
lifetime's worth of contact center experience in only 60 minutes. Each
panelist will have one minute to provide an idea for improving a contact
center and this will continue, in turn, for 60 minutes. Paul Stockford,
Chief Analyst, Saddletree Research, will moderate. Panelists include:
Beel Yaqub, Manager, Capability Development, Royal Bank of Canada; Penny
Reynolds, Principal, The Call Center School; Samantha Kane, Principal,
Kane-MacKay Associates; David Butler, Ph.D., Executive Director, National
Association of Call Centers; Bill Durr, Principal, Global Solutions
Consultant, Verint; and Barb Bleiler, Manager Client Support, WPS Health
Insurance.
On Tuesday, October 7 at 12:15 p.m., David McSkimming, Voice and Video
Portal Practice Leader, Avaya Canada, will present a general session titled
"The Future of Customer Self Service and Multi-Media Customer Support."
This session discusses how contact centers will be able to leverage new
technologies to provide multi-media Customer Self Service on multiple
devices including PDAs, Kiosks and Pacs. It will also cover the evolving
role of IVR -- Interactive Video Response -- and self service three to five
years from now.
For additional details on the keynote presentations, go to:
http://iccmcanada.com/iccmcanada/v42/index.cvn?id=10207&p_navID=198
Conference Sessions
The ICCM conference program delivers practical and actionable advice and
insight on what contact center organizations need to develop
customer-focused business processes and on what the people that manage them
must know to be successful.
For additional details on the conference tracks and sessions, go to:
http://iccmcanada.com/iccmcanada/v42/index.cvn?id=10163&p_navID=198
Pre-Conference Workshops
The Pre-Conference Workshops will take place on Monday, October 6. They
include:
-- Call Center Math: A Practical Workshop for Managing by the Numbers
-- Success Strategies for Savvy Customer Service Leaders
For additional information on the pre-conference sessions, go to:
http://iccmcanada.com/iccmcanada/v42/index.cvn?id=10208&p_navID=198
For more information about the ICCM Canada Conference & Exposition, or to
register, visit
www.iccmcanada.com or 800-265-5665.
Keynote sessions are free to all ICCM Canada Conference & Expo attendees.
For additional information, please visit
www.iccmcanada.com.
For information on exhibit and sponsorship opportunities, contact Leo
Squatrito at 617.219.8378 or
lsquatrito@questex.com.
ICCM Canada Conference & Exposition
The ICCM Canada Conference & Exposition is the annual event for business
leaders to network and share insights to make their organizations more
effective, and for contact center professionals to discuss the latest
issues with people who share the same concerns, interests and ambitions.
ICCM Canada offers educational content and networking experiences to help
professionals fine-tune their skills, assess new technologies,
explore strategies to improve performance and maximize customer value, and
build a professional network they can rely on for guidance and support.
About Questex Media Group, Inc.
Questex Media Group, Inc. is a global, diversified business-to-business
integrated media and information provider, headquartered in Newton, MA.
Questex serves multiple industries including technology, beauty, spa,
travel, hospitality, leisure, home entertainment, industrial and service
industries through a range of well-established, market-leading
publications, events, interactive media, research, information and
integrated marketing services. The company's media properties include over
100 print and digital media publications, 45 conferences, tradeshows and
events, as well as a range of research, data and information products.
The company's businesses are managed through operating companies including
Questex Media Group; InfoTrends, Inc., Imaging Networks and McLean Events
International, Ltd, a world-leading producer of appointment-based events.
The company's combined operations include more than 400 employees in
offices throughout North America, South America, Asia and Europe.
Contact Information: Contact
Meryl Franzman
Beyond Words Communications Inc.
617 739 1769