ICMI and HDI Assist Organizations When Weaknesses and Gaps in Service Capabilities Are Exposed to Avoid Crisis Situations
2024年7月26日 - 12:03AM
ビジネスワイヤ(英語)
Offer Training, Consulting, Events, Resources and Community
to Assist Contact Center and IT Support Communities
ICMI, the leading global provider of comprehensive resources for
customer management professionals, and HDI, the leading
organization dedicated to elevating service and support across the
enterprise, understand business critical disruptions and the
challenges they create. With over 35 years expertise, ICMI and HDI
help organizations manage unexpected situations better.
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the full release here:
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“Over the last few days, we have all watched as the IT disaster
has shattered our connected world. In crisis situations like this
one, weaknesses and gaps become apparent quickly,” said Tara Gibb,
Senior Director, ICMI and HDI. “Don't wait for the next crisis to
upskill your team. We know how this can impact your teams and how
exhausting it can be to handle the pressures and demands associated
with a crisis situation. ICMI and HDI are known for providing
customized insights that can be acted on immediately, drive
measurable efficiencies and deliver positive fiscal impact. Our
proven and highly rated training can help any organization build
confidence and knowledge and increase retention.”
ICMI offers events, training, consulting, resources and
community to assist the contact center community. Tap into
their:
- Training: From role-based courses such as customer
service representative through leadership and topic-based courses
aligned with key critical contact center practices like AI,
workforce management, quality and metrics, customer experience,
ICMI works with contact center professionals to fortify a team's
skills and competencies.
- Consulting: ICMI consultants provide in-depth
assessments and solutions resulting in sustainable improvements to
customer experiences and business outcomes. ICMI is results-driven
and works to make a significant impact on the way contact centers
are delivering strategic value to the rest of their organization.
This is accomplished through a comprehensive assessment of a
customers’ contact center operations management, people management,
technology and customer access strategy that is aligned with ICMI's
contact center site certification standard.
- ICMI’s Contact Center Expo: The event takes place
October 21-24 at the Loews Royal Pacific Resort in Orlando, Florida
and brings contact center leaders together to access a broad range
of contact center and customer experience insights and practical
takeaways that can be implemented immediately upon return to the
office. Conference topics are centered around: AI, Culture and
Hybrid Workforce, Operations, Strategy and Leadership and Customer
Experience.
- Resources: From topic-based articles to research, ICMI's
resources can provide you with guidance and insights in any moment
of need.
- Community: Tap into ICMI's LinkedIn group to get real
time answers and support from peers.
HDI offers training, consulting, events, resources and community
to assist the IT support community. Tap into their:
- Training: From role-based certification courses such as
analyst through director and service management practice courses
like incident management, problem management, ITIL, knowledge
management and service level management, HDI works with service
management professionals to fortify a team's skills and
competencies.
- Consulting: HDI consultants provide in-depth assessments
and solutions resulting in sustainable improvements to both
customer experiences and business outcomes. HDI is results-driven
and works to make a significant impact on the way support centers
are delivering strategic value to an entire organization. This is
accomplished through a comprehensive assessment of a customers’
ITSM operations management, people management, technology and
customer access strategy that is aligned with HDI’s site
certification standard.
- Service Management World: The event takes place November
17-21, 2024 at the Loews Sapphire Falls Resort in Orlando, Florida
and brings IT leaders together to access a broad range of service
management and IT support insights and practical takeaways that can
be implemented immediately upon return to the office. Conference
topics include AI and automation, service management practices and
principles (i.e.: problem management, knowledge management, change
management, service level management), experience management,
hybrid workforce, digital transformation, support models and
channel strategies, operational and continual process improvement,
metrics and analytics, leadership, culture and team building and
more.
- Resources: From topic-based articles to research, HDI's
SupportWorld resources can provide IT support professionals with
guidance and insights in any moment of need.
- Community: HDI is known for its tight knit, engaged and
generous community of IT support professionals. Tap into HDI
Connect or HDI's LinkedIn group to get real time answers and
support from peers.
To learn more about ICMI and HDI resources, contact Todd
Piccuillo at todd.piccuillo@informa.com.
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 brought to you by Informa Tech.
About HDI
For more than 35 years, HDI has partnered with thousands of
professionals and their organizations to improve their performance
by helping them to: drive change, harness knowledge, transform
teams, make connections, and turn challenges into opportunities.
HDI empowers the technical support and service management community
to advance their strategy, operations and teams through optimized
service delivery. From the employee to the enterprise, HDI
transforms service and support through its comprehensive lineup of
training and certification courses, industry-leading annual
conferences, results-driven consulting services, community-based
networking opportunities, and insightful research and informational
resources. What does HDI stand for? HDI stands for smarter service
resulting in better business outcomes. Learn more at
https://www.thinkhdi.com. HDI is brought to you by Informa
Tech.
About Informa Tech
Informa Tech is a leading provider of market insight and market
access to the global business technology community. Through
in-depth expertise and an engaged audience community, Informa Tech
helps business professionals make better technology decisions and
marketers reach the most powerful tech buyers and influencers in
the world. Across its portfolio of over 100+ trusted brands,
Informa Tech has over 1000 industry experts, including over 400
research analysts and consultants in global research group Omdia,
and a monthly audience reach of over 125 million. Informa Tech is a
division of FTSE 100 company Informa plc. Learn more about Informa
Tech.
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version on businesswire.com: https://www.businesswire.com/news/home/20240725698812/en/
Media Meryl Franzman ICMI and HDI
Meryl.franzman@informa.com
Informa (LSE:INF)
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