Date: Tuesday, October 2, 2012
Time: 10 AM Pacific time / 1 PM Eastern time
Is chaos controlling day-to-day life in your contact center? Could your team be working more efficiently and effectively to achieve common goals? Through this informative webinar and Q&A session, learn how ICMI Professional Certification can provide the skills and knowledge you need to “rise above” the chaos - and get on the path to success.
Discover how this accredited training and certification program can help you and your team to:
- Become superior leaders and contact center managers
- Gain a greater understanding of contact center dynamics
- Learn how to apply new skills to real-life scenarios
- Demonstrate your commitment to the call center management profession
- Validate your mastery-level command of your call center management level
- Improve your career opportunities and advancement
- Establish your professional credentials
*And as a special bonus, we will hold a drawing at the end of the presentation for a complimentary Premium Package to ICMI’s Annual Global Conference, ACCE, taking place in May of next year.
*Must be present to win.
Linda Riggs, Strategic Training Director, ICMI
Linda Riggs 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.
Todd Piccuillo , Sales Director, Training and Certification, ICMI
Todd Piccuillo is ICMI’s Director of Training and Certification Sales, overseeing all aspects of ICMI’s sales and business development operations. Todd has 18 years of sales and sales management experience in the training/certification, technology and organizational development arenas. Prior to ICMI, Todd was the Director for Parametric Technology Corporation’s (PTC) enterprise software learning and adoption business for North America. Todd has also held National Account Manager roles at ICMI, Linkage and National Training Associates. Todd has a degree in Economics and Political Science from Fairfield University.
Todd Hixson, Care Operations Resource Planning Manager, Intuit
Todd has been in contact center operations/management for 10 years, working for Travelocity prior to joining Intuit. He has been an “out-sourcer,” an “in-sourcer” and an “us-sourcer,” with a belief in efficiencies realized using creative scheduling, performance-based “right for me” shift bidding, and pushing limits with optimization. During Todd’s career, he has driven back-office utilization of workforce management practice, multiple channel skill-based operations practices, and cross functional understanding via “a day in the life of operations” workshops. Prior to the contact center, Todd had a successful career in the entertainment world - first as a professional musician, and then as a business owner facilitating and scheduling labor for events such as the NBA All-Star game and arena-type rock concerts.