Award-Winning Contact Center Leaders from Capital One, GE and Sabre Reveal Secrets to Delivering an Elite Customer Experience



CCW Digital
09/01/2011

New York, NY – Call Center 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 2ndAnnual 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, Call Center 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 2ndAnnual International Contact Center is now open. Check out the agenda, learn about the elite speakers or register for this unparalleled customer management event here.

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