Date: Thursday, June 7, 2012
Time: 10 AM Pacific time / 1 PM Eastern time
Join ICMI to learn how to keep your best contact center agents. From salaries to tools that make their job easier, we'll reveal ICMI research findings that show what centers all over the world are doing to succeed.
Among the findings, we'll share:
- Average agent salaries
- Top agent incentives
- Leading causes of agent attribution
- Today's tools to combat attrition and increase agent productivity and customer satisfaction
Cheryl Helm, ICMI Certified Associate
Consultancy Practice Owner, Helm Communications, Inc.
Cheryl is a contact center consultant and an educational instructor. Her career began in England as a technical instructor of contact center applications. She specializes in contact / call flow design and ensures the design meets the needs of the customer and business. She has a proven ability to provide interpretation of statistics from the ACD, work force management and IVR systems in order that better business decisions are made. She brings a wealth of experience to her clients due to the range industries she has worked in - insurance, airlines, hotels, automobile associations, software designers, helpdesks, manufacturing, telecommunications, utilities, and governmental agencies. Cheryl is an ICMI Certified Associate.
Corporate Solutions Architect - BCSG, Avaya
Dave Palmieri is a Solution Architect with Avaya, celebrating his 22nd year in the communications industry. His background ranges from deploying voice response systems to designing IP contact centers to launching workforce optimization solutions. In his currentrole, Dave is focused on showing Avaya customers and business partners how performance management optimizes both customer experience and competitive efficiency.
Strategic Training Director, ICMI
Linda Riggs is the Strategic Training Director for ICMI. She has over 25 years of experience in contact center management, training, development and instructional design. Her focus is on Learning and Development in the contact center environment, ICMI content, industry certification and international partnership programs.
Linda began her career as a call center agent and worked her way up to a Director level for a 2000 seat call center in the financial services industry. She later moved into Contact Center Learning and Development, and has since worked in call centers within the vertical industries of technical support, government, banking, insurance, finance and healthcare.
When delivering training, she has an uncanny ability to reach audiences of all levels of learning, regardless of their experience or position within the contact center, Linda’s energy and enthusiasm endears her to her students and promotes an environment conducive to learning and retention.
Linda holds a bachelor's degree and is a U.S. Navy veteran. She is a member of the American Society for Training and Development, and is a certified DISC behavioral styles trainer. She has written several articles for industry publications and is a frequent speaker at industry conferences.