San Diego, CA. Register by August 18 to receive $200 off your 4 Day All-Access Pass or 3 Day Pass. September 24-27, 2013.

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1 Symposiums San Diego, CA September 24-27, 2013 Hyatt Regency Mission Bay Spa & Marina - San Diego Register by August 18 to receive $200 off your 4 Day All-Access Pass or 3 Day Pass. icmi.com/orlando

2 Overview Multi-Day Call Center Training to Improve Your Center s Performance If you re a call center professional looking to enhance your knowledge on a wide range of subjects, the ICMI Training Symposium taking place September in beautiful, sunny San Diego is the place to be. Value-priced passes extending from one to four days cover an array of critical industry topics ranging from strategy to hands-on coaching, from Knowledge Management to metrics. And with eight different courses to choose from, you can customize your learning experience by focusing on the specific areas that meet your interest. Event Highlights Select from seven training courses 2 brand-new courses focused on metrics and quality. Acquire key expertise in critical areas of call center training Participate in multiple networking activities Maximum return with minimal time away from your center Who Should Attend? Supervisors, Managers and Executives Involved in or Responsible for: Call/Contact Centers Customer Service Customer Relationship Management Sales and Marketing Help Desks Telemarketing/Telesales Channel Support Hiring/Coaching/Retention Workforce Management Six Sigma ICMI is a GSA Contract Holder For details and pricing, contact Todd Piccuillo Contract Holder Contract GS02F0128X

3 Course Descriptions September The Workforce Management Boot Camp Choose the 4 Day (All-Access) Pass to attend this course. A comprehensive, 4 day workshop that integrates all aspects of workforce management to provide the precise, start-to-finish skills that will improve accuracy, efficiency, increase employee and customer satisfaction, and consistently meet service levels. Learn how to: Understand the basic WFM statistics / Examine a variety of forecasting models and determine what works best for you / Provide more value through reporting September Knowledge Management Foundations: KCS Principles Choose as part of your 3 Day Pass. Through this 3 day course, discover how to implement a strategy for adopting Knowledge-Centered Support, and return to your center with a set of practical steps for capturing, storing, and successfully reusing knowledge. Learn how to: Efficiently create and maintain quality, easy-to-find content in the knowledge base / Motivate agents to use the knowledge base / Articulate the value of knowledge management practices September This course is delivered in partnership with Essential Skills and Knowledge for Effective Contact Center Management Choose as part of your 4 Day (All-Access), 3 Day, or 2 Day Pass. This 2 day course is an intensive and effective training program guaranteed to give key staff involved in resource planning, call center analysis, and performance reporting the tools necessary to make real, lasting, bottom-line financial impact. Learn how to: Create an effective planning process / Reduce call center costs / Meet service levels consistently and measurably / Forecast workload and create schedules

4 Course Descriptions Continued September Contact Center Strategy: A Planning Workshop Choose as part of your 4 Day (All-Access), 3 Day or 2 Day Pass. This 2 day executive-level planning workshop will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. Learn how to: Develop a comprehensive customer access strategy / Integrate multiple customer contact channels / Strategize for improving contact center return on investment / Align people, processes, and technologies with a single vision / Improve your organization s strategic value September 25 Powerful Partnerships: Integrating Training and Quality Assurance Choose as part of your 3 Day, 2 Day or 1 Day Pass. For many contact centers, there is a great divide between the roles and responsibilities of QA and Training. This 1 day session will guide you through the top challenges facing these two areas, engage you in exercises that can build a foundation for trust, and provide insight on the behaviors and results that should be expected when QA and training form a symbiotic relationship. Learn how to: Develop strategies for leveraging the knowledge and experience of both QA and Training / Identify gaps between your existing QA and Training programs and develop solutions / Create an ROI in QA and training programs / Establish metrics and performance measures September 26- More than Metrics: Harnessing Data to Drive Performance Choose as part of your 4 Day (All-Access), 3 Day or 2 Day Pass. By identifying the right metrics and harnessing your tools and resources, you have the opportunity to make a tremendous impact on your contact center, your customers, and your entire organization. This 2 day session will guide you through the process of evaluating and refining your existing performance measures, applying tools like analytics in practical ways, and enhancing your strategic value through information sharing. Learn how to: Effectively implement tools such as analytics and dashboards / Identify which metrics to use and which to avoid/ / Prevent a data overload and unnecessary reporting / Establish relevance and impact from the front lines to the executives

5 Course Descriptions Continued September Advancing Contact Center Quality through Monitoring and Coaching Choose as part of your 4 Day (All-Access), 3 Day or 2 Day Pass. This 2 day course shows you how to design a comprehensive cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment. Learn how to: Structure a program to increase agent satisfaction and reduce turnover / Build consensus and gain buy-in from the entire contact center / Align monitoring and coaching practices with hiring and training / Fine-tune monitoring and coaching skills Career Development Roadmap Planning Sessions As a benefit of attending this training symposium, an industry expert will create a customized roadmap for your organization, identifying recommended next steps in your development. For more information, contact Todd Piccuillo at tpiccuillo@icmi.com

6 Schedule Tuesday, September 24 7:30am-8:30am 8:30am-4:30pm Breakfast The Workforce Management Boot Camp (4 days) Knowledge Management Foundations: KCS Principles (3 days) Essential Skills and Knowledge for Effective Contact Center Management (2 days) Contact Center Strategy: A Planning Workshop (2 days) 12:00pm-1:00pm Lunch 4:30pm-6:00pm Networking Reception Wednesday, September 25 7:30am-8:30am Breakfast 8:30am-4:30pm The Workforce Management Boot Camp (4 days) Knowledge Management Foundations: KCS Principles (3 days) Essential Skills and Knowledge for Effective Contact Center Management (2 days) Contact Center Strategy: A Planning Workshop (2 days) Powerful Partnerships: Integrating Training and Quality Assurance (1 day) 12:00pm-1:00pm Lunch Thursday, September 26 7:30am-8:30am Breakfast 8:30am-4:30pm The Workforce Management Boot Camp (4 days) Knowledge Management Foundations: KCS Principles (3 days) More than Metrics: Harnessing Data to Drive Performance (2 days) Advancing Contact Center Quality Through Monitoring and Coaching (2 days) 12:00pm-1:00pm Lunch Friday, September 27 7:30am-8:30am Breakfast 8:30am-4:30pm The Workforce Management Boot Camp (4 days) More than Metrics: Harnessing Data to Drive Performance (2 days) Advancing Contact Center Quality Through Monitoring and Coaching (2 days) 12:00pm-1:00pm Lunch Registration: 7:30am-4:30pm each day.

7 Passes & Registration How to Register Visit icmi.com/sandiego or call Day All-Access Pass $2,795 $2,995 after 8/18 Includes: Breakfast & Lunch, Networking activities & Course materials for all 4 days. 3 Day Pass $2,195 $2,395 after 8/18 Includes: Breakfast & Lunch, Networking activities & Course materials for 3 days. 2 Day Pass $1,795 Includes: Breakfast & Lunch, Networking activities & Course materials for 2 days. 1 Day Pass $995 Includes: Breakfast & Lunch, Networking activities & Course materials for 1 day. Cancellation Policy Cancellations must be made in writing to icmi@icmi.com. You may cancel without penalty until August 12, Cancellations received between August 13 and September 9 are subject to a non-refundable $150 cancellation fee. No-shows and cancellations received after September 9 will be charged the full Symposium rate. You may provide a substitute attendee at any time without penalty. Cancellation policies apply to all Symposium packages.

8 Networking & Activities Benefit from one of the greatest resources at your disposal - your peers. At this ICMI Training Symposium, you ll encounter a relaxing environment optimized to facilitate and encourage networking. Daily Networking Breakfasts Each morning of the Symposium, you ll have the opportunity to connect with fellow attendees, and discuss the challenges within your center. This is a perfect chance to enjoy delicious food and great conversation with your peers. Networking Reception Tuesday September 24, 4:30pm - 6:00pm Come network over drinks and light hors d oeuvres. The perfect way to make new contacts, exchange ideas, and share tips with your contact center contemporaries.

9 Travel Information Hyatt Regency Mission Bay Spa & Marina - San Diego 1441 Quivira Road, San Diego, CA Symposium classes and activities will take place at this hotel. Experience the epitome of California coastal chic at this top-rated vacation resort, located near Sea World San Diego. A discounted rate is available to Symposium participants: $179/night Single/Double Occupancy For reservations: Reserve online through the link provided at icmi.com/sandiego/travel, or call and reference ICMI 2013 Symposium. This rate will be held until August 30, Symposium Discounts Early Bird Register by August 18, 2013 for a 4 Day (All-Access) or 3 Day Pass, and receive $200 off the regular price. Combinable with Special Offer listed below. Group Discount * Get a 20% discount when you bring your team of 3 or more for 3 or 4 days. To register your team or for additional information contact Lauren Fisher at or lfisher@icmi.com. *Discount is taken from regular pricing and is not combinable with Early Bird discounts, other promotions or offers.