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ICMI Contact Center Connections 2019 Keynote Lineup Announced: Speakers Span Experts in Customer Service and Relationship Building

May 20, 2019

COLORADO SPRINGS, Colo., May 20, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, today announces that Colette Carlson, Human Behavior Expert, and Jay Baer, Inspirational Expert on Marketing, Word of Mouth, and Customer Service, will deliver keynote addresses at ICMI Contact Center Connections 2019, formerly known as ICMI Contact Center Demo. The event will host a lineup of thought leaders who will present educational and inspiring sessions that address the importance of creating high-quality connections with customers and internal teams.

ICMI Contact Center Connections 2019 will take place October 28-30, 2019 at the Hyatt Regency in Chicago, IL. To learn more about the event and to register, please visit: ICMI.com/Contact-Center-Connections

“With all of the buzz surrounding new and advanced technology in contact centers, it’s becoming more important to emphasize the value of training agents to effectively communicate with customers who need assistance with complex issues,” said Patty Caron, Event Director, ICMI. “With this year’s keynote lineup, our attendees will hear from experts who have mastered the skill of communication and building connections, providing our audience with strategies that leave a lasting impression on customers.”

ICMI Contact Center Connections 2019 keynote lineup:

“Many Communicate, Few Connect” Presented by Colette Carlson, Human Behavior Expert

Carlson is a human behavior expert and CPAE Hall of Fame motivational keynote speaker who inspires organizations and individuals to connect and communicate in real and relevant ways. With wit, humor, and sincerity, each of her presentations weave together real-life lessons on genuine connection and provide tools to leverage those connections for personal and professional success. With a master’s degree in Human Behavior, a fascination of communication trends, and over 20 years of experience in the personal development industry, Carlson guides audiences and clients along the fine line between the trendy topics that keep us relevant, and the timeless truths that lead to meaningful achievements and relationships. In her keynote, Carlson will share how to connect and communicate on a deeper level to form crucial relationships that drive productivity, engagement, and collaboration.

“Hug Your Haters - How to Embrace Complaints and Connect with Your Customers”Presented by Jay Baer, Inspirational Expert on Marketing, Word of Mouth, and Customer Service

Baer is a Hall of Fame Speaker, New York Times best-selling author, internet pioneer, entrepreneur, and inspirational expert on marketing, word of mouth, and customer service. Baer spent 20 years in digital marketing and consulting for more than 700 companies, 30 being Fortune 500. Convince & Convert, his current firm, is the fifth multi-million-dollar company Baer has started from scratch. The firm provides social media and content marketing advice and counsel to leading companies such as Oracle, Salesforce.com, California Tourism, Billabong, Hardee’s, DOLE, and more. In his keynote, Baer will discuss the rise of customer complaints and will reveal brand-new, proprietary research into, “The Science of Complaints,” exploring why and where your customers complain and how to turn customer service into a marketing advantage.

To learn more about this year’s keynotes, please visit: icmi.com/Contact-Center-Connections/Conference/Keynote-Presentations

Register for ICMI Contact Center Connections 2019: To register before June 7 and save up to $600, please visit: icmi.com/contact-center-connections/Pricing/Passes-and-Pricing

Follow ICMI on social: (#ICMIconnections) Twitter | Facebook | LinkedIn

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 organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

To learn more and for the latest news and information, visit www.ubm.com and www.informa.com.

Heather DonnerICMI PR ICMIPR@UBM.com 415-947-6109

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