SOURCE: Questex Media Group

July 16, 2008 12:00 ET

The ICCM Canada Conference Program Explores Leading Contact Center Trends and Solutions With a Dynamic Program

ICCM Canada Conference & Exposition to Take Place October 6-8 at the Metro Toronto Convention Centre in Toronto

NEWTON, MA--(Marketwire - July 16, 2008) - Questex Media Group's ICCM Canada Conference & Exposition (, Canada's premier customer contact management conference and expo, today announced its 2008 conference program. Filled with high-profile keynote presentations and more than 30 sessions, the conference program, presented by industry leaders, offers actionable advice for maximizing the financial and operational performance of a contact center. ICCM Canada will take place October 6-8 at the Metro Toronto Convention Centre in Toronto.

"Our outstanding line-up of keynote presenters will deliver practical advice and insight on what contact center organizations need to develop customer-focused business processes and what the people who manage them must know to be successful," said Tom Bliss, Group Conference Director, Questex Media Group. "This year's program also provides attendees with an ideal opportunity for contact center professionals to share best practices."

Keynote Presentations

The end user keynote panel titled "High Quality Leadership from Around the World: The Key to Contact Centre Success" will take place on Tuesday, October 7 at 11:30 a.m. The panel will examine how the quality of leadership determines the success or failure of a contact center. Leading organizations' executives will discuss how they helped their companies develop a new breed of contact center leadership that is driving top performance from centers, people and operations. Donna Miller, CEO of Contact Centre Canada, will moderate. Panelists include: Graham Kingma, Vice-President - Customer Experience, The Shopping Channel; Tim Cook, Vice President of North American Operations, Hilton Reservations & Customer Care; and Alfredo Gonzalez, Customer Service Managing Director, Latin America & Caribbean, FedEx Express.

The keynote panel, an ICCM original and perennial attendee favorite, titled "60 Ideas in 60 Minutes" will take place on Wednesday, October 8 at 8:45 a.m. This session features industry veterans and experts who will share a lifetime's worth of contact center experience in only 60 minutes. Each panelist will have one minute to provide an idea for improving a contact center and this will continue, in turn, for 60 minutes. Paul Stockford, Chief Analyst, Saddletree Research, will moderate. Panelists include: Beel Yaqub, Manager, Capability Development, Royal Bank of Canada; Penny Reynolds, Principal, The Call Center School; Samantha Kane, Principal, Kane-MacKay Associates; David Butler, Ph.D., Executive Director, National Association of Call Centers; Bill Durr, Principal, Global Solutions Consultant, Verint; and Barb Bleiler, Manager Client Support, WPS Health Insurance.

On Tuesday, October 7 at 12:15 p.m., David McSkimming, Voice and Video Portal Practice Leader, Avaya Canada, will present a general session titled "The Future of Customer Self Service and Multi-Media Customer Support." This session discusses how contact centers will be able to leverage new technologies to provide multi-media Customer Self Service on multiple devices including PDAs, Kiosks and Pacs. It will also cover the evolving role of IVR -- Interactive Video Response -- and self service three to five years from now.

For additional details on the keynote presentations, go to:

Conference Sessions

The ICCM conference program delivers practical and actionable advice and insight on what contact center organizations need to develop customer-focused business processes and on what the people that manage them must know to be successful.

For additional details on the conference tracks and sessions, go to:

Pre-Conference Workshops

The Pre-Conference Workshops will take place on Monday, October 6. They include:

--  Call Center Math: A Practical Workshop for Managing by the Numbers
--  Success Strategies for Savvy Customer Service Leaders

For additional information on the pre-conference sessions, go to:

For more information about the ICCM Canada Conference & Exposition, or to register, visit or 800-265-5665.

Keynote sessions are free to all ICCM Canada Conference & Expo attendees. For additional information, please visit

For information on exhibit and sponsorship opportunities, contact Leo Squatrito at 617.219.8378 or

ICCM Canada Conference & Exposition

The ICCM Canada Conference & Exposition is the annual event for business leaders to network and share insights to make their organizations more effective, and for contact center professionals to discuss the latest issues with people who share the same concerns, interests and ambitions. ICCM Canada offers educational content and networking experiences to help professionals fine-tune their skills, assess new technologies, explore strategies to improve performance and maximize customer value, and build a professional network they can rely on for guidance and support.

About Questex Media Group, Inc.

Questex Media Group, Inc. is a global, diversified business-to-business integrated media and information provider, headquartered in Newton, MA. Questex serves multiple industries including technology, beauty, spa, travel, hospitality, leisure, home entertainment, industrial and service industries through a range of well-established, market-leading publications, events, interactive media, research, information and integrated marketing services. The company's media properties include over 100 print and digital media publications, 45 conferences, tradeshows and events, as well as a range of research, data and information products. The company's businesses are managed through operating companies including Questex Media Group; InfoTrends, Inc., Imaging Networks and McLean Events International, Ltd, a world-leading producer of appointment-based events. The company's combined operations include more than 400 employees in offices throughout North America, South America, Asia and Europe.

Contact Information

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    Meryl Franzman
    Beyond Words Communications Inc.
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