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Call Center Demo & Conference 2012 Site Tour Line-up Revealed

Hilton Reservations & Customer Care, NOVO 1 Contact Centers, Rent-A-Center, and DealerTrack to offer behind-the-scenes view of leading call center operations, staffing, and strategy

COLORADO SPRINGS, Colorado, August 28, 2012 – The International Customer Management Institute (ICMI), producer of Call Center Demo and Conference, the most widely attended industry event of the fall, has announced the leading organizations that will offer call center tours  to event attendees at this year’s event. Taking place in Dallas, TX October 9-11, Call Center Demo & Conference boasts an education-packed agenda that includes in-depth call center tours on the first day of the conference.

“Our attendees consistently seek best practices that they can implement in their own centers,” said Laura Quinn, Event Manager for ICMI. “We’re extremely excited to offer site tours of organizations that demonstrate best practices, and exemplify superior customer service.”

The following tours will all be offered on Tuesday, October 9th as part of the event’s Premium Package:

Hilton Reservations & Customer Care (HRCC)
Hilton Reservations & Customer Care (HRCC) represents over 3,800 hotels worldwide and manages a global distribution network of contact centers in the U.S. and throughout the world. The Dallas Contact Center handles in excess of 30 million calls annually. Open 24 hours a day, 365 days a year for elite Diamond Members and Guest Assistance, HRCC responds to the sales and service needs of business and leisure customers, as well as millions of Hilton HHonors members.

NOVO 1 Contact Centers
For more than twenty-six years, NOVO 1 Contact Centers has provided a variety of inbound and outbound services while optimizing business outcomes. All operations are based in the U.S. and demonstrate a lower total cost of operations than off-shore outsourcing solutions. The company operates in five locations (with the Dallas-area location serving as headquarters) with 1,400 seats and 2,100 full-time employees.

Rent-A-Center
With nearly 4,000 retail outlets across North America, Rent-A-Center provides furniture, appliances, electronics and computers on a rent to own basis to customers who otherwise might not be able to purchase this merchandise. Handling more than 8,000 calls per week with 32 dedicated call center professionals, the centers resolve a wide variety of calls from stores and customers through a one stop number to make Rent-A-Center easy to do business with - internally and externally.

DealerTrack
DealerTrack operates the largest online credit application network in the United States, connecting over 18,000 dealers with more than 1,200 lenders. Their technical support centers consist of more than 150 team members supporting nearly 20,000 U.S. and Canadian automotive dealers on multiple products through more than 330,000 calls annually, plus email support channels. The newly-built Dallas center supports two core product solution groups with 25 on-premises and 10 remote team members, handling more than 140,000 calls annually.


Call Center Demo and Conference 2012 is presented by ICMI, one of the contact center industry’s most respected organizations. To register to attend this event, or to find out more, please visit www.icmi.com/CCDEMO

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
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Yes, agents must work in the contact center for at least 6 months before applying for other positions
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