Contact Center Summit: Looking Towards the Future.

BARBADOS, West Indies -- Contact Center Summit Spring 2005, taking place May 1-3 at the Rancho Las Palmas Marriott in California, is a repeat event that continues to cater to the needs of the senior call, contact center and CRM executives. The design of the conference program continues to provide attendees with the insight and strategies that aid with the growth and development of their companies. This year the conference program focuses on achieving maximum ROI from technology, multi-channel infrastructure -- the madness of multiple platforms, employee selection and retention -- getting the right people in the door, and vendor management relationship -- service after the sale. Specially featured sessions include a panel discussion on outsourcing: the topic on everyone's mind but on no ones lips, and a certification workshop with Dru Phelps, VP of Certification at BenchmarkPortal. The summit is produced by marcus evans, one of the world's leading business information companies presenting over 1000 strategic business summits and conferences worldwide.

The presenters on the Contact Center Summit program are leaders from various industries who gather in California to share their knowledge and expertise. Keynoting the event is Thomas Hammond, VP of Customer Experience Management at The Hartford. Tom has 20 years of experience in the Financial Services industry and his knowledge ranges from development and direction of direct response marketing, operational research for segmentation, and customer satisfaction. Hammond has been referred to as the executive champion of contact center projects, which have included CTI, advanced routing, speech applications and voice recording. Recently, Tom has focused his efforts on customer experience management strategies and contact center optimisation. Tom will present to all attending on the "Application in Customer Experience Management." This session will highlight The Hartford's delivery of outstanding customer experiences, while controlling costs.

Alongside Tom Hammond are Leslie Martin, AVP & Director of Service Center Operation with Liberty Mutual; Steve Neese, VP of Customer Operations & eBusiness at Invacare Corporation; and Andrea Pair, VP of Customer Care at Lockheed Martin Corporation. Directors from The American Law Institute, HP and Medtronic will also be presenting. Delegates will return to the office armed with a wealth of information and the ability to take that next step forward.

At the Contact Center Summit, attendees will not only attend sessions but also network with a group of their peers, and engage in one-on-one meetings with technology providers. Through our scheduling, software attendees select the companies and sessions of interest to them. Delegates can expect to meet with companies such as APROPOS, providers of call center communications management solutions, Customer Focus Services, O'Currance, Somerset and Vanguard. Networking events built right into the schedule provides the executive with the opportunity to meet with all attending.

About marcus evans

marcus evans, one of the world's leading business information companies, is dedicated to the provision of global business intelligence and information to assist in strategic and effective decision-making. Established in 1983, the company's international network of offices creates major sector-focused events for business learning and networking opportunities across a variety of industries and professions.

Every year marcus evans produces more than 150 of the world's leading business and economic summits for senior-level decision makers. Held at locations around the world, these events provide attendees with a unique opportunity to individually tailor their schedules of keynote presentations, think tanks, seminars and one-on-one business meetings to provide an effective, highly focused interactive event.