International Customer Management Institute Launches First Training Course Devoted Exclusively to Managing Contact Center Finances

"Mastering Contact Center Financials: Strategies for Planning, Measuring, and Reporting" tackles the budget intricacies specific to the call center industry

COLORADO SPRINGS, Colorado, March 23, 2010 - The International Customer Management Institute (ICMI), now in its 25th
year, today announced an addition to its growing roster of more than five
dozen training courses: Mastering Contact Center Financials: Strategies for
Planning, Measuring, and Reporting (www.icmi.com/ccfinancials).

Call centers traditionally have larger budgets that have a substantial
impact to the business and require greater coordination of multiple
departments, ICMI reports. "Mastering Contact Center Financials" breaks down
these specifics and teaches the accounting and finance philosophies that help
build a strong business case, promote the call center's significant
contribution to the organization and earn support for expediters.

"ICMI designed this course in response to call center industry
executives, directors and managers who have highly specific fiscal
responsibilities," said ICMI's Training Director, Linda Riggs. "Call center
budgets have far more intricacies than just focusing on cost performance or
hitting your target numbers, including attaining goals in such key
performance indicators as quality, efficiency and strategic impact. In an era
of fiscal decline, this course will also serve to change the historically
viewed image of the call center as a cost center to its rightful place as a
profit center."

Taught by industry experts, this intensive two-day course will give those
contact center professionals with a basic understanding of cost center
operation the tools and insight to improve performance through planning,
build a strong contact center budget, measure overall financial performance
and report results back to the business. How to think and act like a CFO and
successfully communicate such important metrics as cost per call, adjusting
fixed costs and revenue per call, will also be covered.

Participants will gain practical, proven techniques for measuring such
intangibles as the value of a training, quality and workforce management
program ROI, and how to quantify the contact center's contribution to
customer loyalty. Attendees will receive contact center budget templates,
cost models, case studies and Excel tips to help them make sustainable,
bottom-line financial impact.

The new Mastering Contact Center Financials: Strategies for Planning,
Measuring, and Reporting course will be offered May 4 and 5 in Baltimore, MD;
June 2 and 3 in Dallas, TX; July 20 and 21 in Chicago, IL; Aug. 3 and 4 in
Seattle, WA; and Nov. 16 and 17 in Orlando, FL. For additional information,
including a detailed course description and outline, visit
www.icmi.com/ccfinancials.

About ICMI

The International Customer Management Institute (ICMI)
(www.icmi.com), celebrating its 25th anniversary in 2010, is the
leading global provider of comprehensive resources for customer management
professionals - from frontline agents to executives - who wish to improve
contact center operations, empower contact center employees, and enhance
customer loyalty. ICMI's experienced and dedicated team of industry insiders,
analysts, and consultants are committed to providing uncompromised
objectivity and results-oriented vision through the organization's respected
lineup of professional services including: Training and Certification,
Consulting, Events, and Informational Resources. Founded in 1985, ICMI
continues to serve as one of the most established and respected organizations
in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media
solutions and professional services across 20 different markets. Operating
across the globe, its events, training, publications, award programs, and
websites offer professionals in Interiors, Security, Venues, Customer
Management, Safety & Health and Facilities the ultimate experience in
learning, networking, and business development.

For more information, visit www.icmi.com.

Marta Baker, ICMI, International Customer Management Institute, +1-719-785-5364, mbaker at icmi.com