Testing the IQ

Call Center IQ representatives have announced dates and events for the 5th Contact Center Performance Measurement Summit, to be held in Miami, Fla. The IQPC Summit will feature two days of main conference sessions led by those-in-the-know, holding court on methods regarding how to overcome common problems facing call / contact centers. The keynote address is to be served up by Donna Fluss, author of The Real Time Contact Center; Fluss’ subject is “the hot trends that are driving contact center evolution.” Never read her book? Fear not! Attendees can pick up a complimentary copy right there. Other speakers include representatives from BellSouth, BlueCross and BlueShield of South Carolina, Citigroup, Continental Airlines, Sprint Nextel, TD Ameritrade, and more.

The speaking faculty are promises to “provide delegates not only with superior performance measurement systems, but also with ideas on how to select and implement the correct technologies, integrate cross-selling and up-selling and utilize customer feedback to increase quality.” Four three-hour length workshops have been announced for opening day, August 7th. These include “Strategy to Performance, Tying it All Together”; “Making the Best Supplier Decisions”; “Achieving Performance Excellence – Taking Your Call Center from Good to Great”; and “Turning Your Contact Center Agents into Marketers.”

Further information is available at www.iqpc.com. Founded in 1973, Call Center International Quality & Productivity Center holds a mission statement of “providing practical, detailed information, through educational conferences held at the national level.” IQPC provides tailored practical conferences, last year producing more than 1,200 such events.