November 2008

ICCM Canada Conference & Exposition
wraps up a successful event

Newton, MA—Questex Media Group, Inc.’s ICCM Canada Conference & Exposition announced a successful close to Canada’s premier customer contact management conference and expo, which was held at the Metro Toronto Convention Centre in Toronto, October 6-8.

“This event has become a key meeting place for the international contact center community," said event director Kevin Gilligan. "The number of companies represented at this year’s show demonstrates that enterprises really do recognize the critical importance of customer care; especially its critical role as a competitive differentiator in a challenging economy."

He adds, "We‘re looking forward to seeing how the seeds of innovation that were planted here grow between now and next year’s show.”

The ICCM conference program delivered dozens of business and technology-centric sessions from some of the world’s largest and most respected customer care operations. Attendees participated in more than 35 case study presentations from call center executives representing companies such as: American Express, Interval International, Bath & Body Works, IDEXX Laboratories, Inc.; MetLife, Toronto Star, AXA Equitable Life Insurance Co., Wholesale Energy Group and The Shopping Channel.

Contract Centre Site Tours, sponsored by Contact Center Employer of Choice, were conducted at American Express, Energy Savings Group and AIRMILES® Reward Program.

Next year’s event will take place at the Metro Toronto Convention Centre, October 19-21, 2009. For information on exhibit and sponsorship opportunities, please contact Leo Squatrito at 617-219-8378, or e-mail lsquatrito@questex.com.

ICCM Canada Call Centre Awards
The ICCM Canada Call Centre Awards honour the best practices within the contact and call centre industry.

The following is the list of award recipients:
Medium Call Centre Award (51 to 200 Call Centre Representatives)
Winner: The Shopping Channel

Medium Call Centre Award (51 to 200 Call Centre Representatives)
Honorable Mention: FedEx - Vancouver Call Centre

Large Call Centre Award (200 Call Centre Representatives or larger):
Royal Bank of Canada

Winners were judged by the Contact Center Employer of Choice organization. Evaluations were based on the following criteria: how the organization attracts, retains and engages top talent; what evaluation tools/techniques it uses for analysis, cost and efficiency gains; what technology it uses to build customer loyalty and improve performance; the firm’s growth and contact centre strategy; the quality of its workplace culture; and other factors that set it apart from other contact centres.