ICMI: Connecting You With the Largest Network of Contact Center Professionals

Transcription

1 ICMI: Connecting You With the Largest Network of Contact Center Professionals The International Customer Management Institute (ICMI) connects the largest global network of contact center professionals. From frontline agents to executives, ICMI is the leading global provider of comprehensive resources for customer management professionals wishing to improve customer experiences and increase efficiencies at every level of the contact center. From events to training, webinars and consulting, ICMI offers a wide array of marketing opportunities to help your company reach the most qualified community of contact center decision makers. Join our network today! Who is the ICMI Community Member? Over 50% of ICMI community members: work at call centers with 50 or more agents work at companies supporting 2 or more call centers Community Members Level of Responsibility: 18% Manager/Director 75% of ICMI community members are management level and above. 53% 4% 25% Staff V-Level C-Level 2009 Call Center Technology Investments* Video Telephony VoIP Technology 24.30% 39.00% Automated Call Distributor System 13.30% Customer Satisfaction Measurment Tool 22.70% Speech-Enabled IVR System 12.20% Touchtone IVR System 14.10% Workforce Management System Quality Monitoring System 23.10% 32.50% E-learning Modules 27.10% Automated Hiring and Asssessment Tool 94.00% Performance Mgmt System 20.40% Customer Analystics Tool 15.30% / Chat Mgmt System 26.70% Agent Headsets 36.90% Agent Desktop PCs 36.90% Web-Self Service Application 37.60% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% *Based on projections from participants in the ICMI 2008 Contact Center Operations Report

2 ICMI Newsletter Sponsorship ICMI.com is the most effective way to access comprehensive information on all aspects of contact-center business and technology. The site attracts solutions-oriented contact center managers and executives who turn to ICMI and its flagship newsletter, the Call Center Insider, when they re looking for explanatory and contextual information that bring customer contact business and technology trends and issues into focus. The newsletters provide a vast, targeted audience with a combined reach of nearly 90,000 attentive subscribers an audience comprised entirely of contact center solution buyers. Your logo, message and hyperlink will appear prominently in the newsletter . As a part of your package, a tracking report is available that will show the number of clicks your link generates. Use your ICMI newsletter sponsorship to: Announce the launch of new products Drive traffic to your Web site or specific URL Promote events, seminars, or conferences Generate leads Drive prospects to download a white paper or case study Deliverables Image of company logo word description of your offer URL

3 ICMI Newsletter Profiles and Pricing The Call Center Insider WEEKLY Circulation: 85,000 The inside source for the latest news, solutions and case studies within the specialized community of contact center and customer management professionals, the Call Center Insider delivers to this audience s desktops and smart phones the latest trends in training, staffing, site selection, multimedia call handling, as well as the tools and techniques needed in the call center business. Premium Position $4,000 Standard Position $3,500 The Global Report on Call Centre Practices MONTHLY Circulation: 10,000 The Global Report offers fresh insights and analysis on customer management issues detailing the impact of customer contact trends and developments all over the world on virtually every organization in today s communications-driven economy. The Global Report often features Brad Cleveland, ICMI Founder and Strategic Adviser. Exclusive Sponsor Per $3,000

4 ICMI Interactive Webinar Sponsorship ICMI Webinars are one of the only content resources on the web providing cutting edge business and timely technical analysis of contact-center solutions. Only ICMI s award winning editorial team can distill this insight into focused and interactive one-hour Webinars. These one-hour programs will be editorially driven. The topic focus of each webinar will be chosen for the quality they provide to the community first, with open consideration given to you the sponsor if you choose to align your brand with the web presentation. ICMI hosts one webinar a month. ICMI webinars draw decision makers from contact centers of every type and size, covering timely, topical information. Typically 1 webinar per month Topic can either be selected by ICMI or mutually agreed upon by both ICMI and sponsor ICMI produces turn-key webinar including all marketing, registration management, production ICMI supplies expert speaker and moderator Sponsor gets exclusive branding opportunity (with limited exceptions), 5 minutes presentation time, inclusion in Q&A panel discussion, and all registration information Webinar is archived on ICMI.com for a minimum of 3 months ICMI guarantees a minimum of 150 registrants Past sponsors include: Pricing ICMI Webinar Sponsorship $25,000

5 ICMI Podcast/Videocast Sponsorship ICMI Podcasts and Videocasts are content resources that provide cutting edge business and timely technical analysis of contact-center solutions featuring insight from ICMI experts and world-class practitioners. Only ICMI s award winning editorial team can distill this insight into short, action-orientated podcasts. These 5-10 minute educational podcasts are produced by ICMI and cover timely, topical information. Excellent branding opportunity for exclusive sponsor (this sponsorship does not include registration information) 30 second commercial (sponsor supplied) mid-cast Logo and link to sponsor s site for 1 month The opportunity to align your brand with a topic that resonates with qualified contact center audience Logo exposure in each marketing communicated to the ICMI audience Logo exposure on all other marketing efforts including web ads and newsletter listings Logo featured on podcast landing page for 1 month 30 second commercial (sponsor supplied) post cast Pricing ICMI Podcast/Videocast Sponsor $7,000 ICMI.com Banner Advertising ICMI.com is the call center industry s most comprehensive website for professional networking, forums, industry news, and career resources. With over 80,000 page views per month, ICMI.com will help you capture valuable leads given its targeted and exclusive focus on the call center industry. Ads will run across ICMI.com s rich content offerings from the deep resource center to the exclusive community section of the site. There are 4 rotations available. Pricing Standard IAB Medium Square Ad 300 x $3,000 per month New Website Launching in April

6 ICMI Job Board Sponsorship The ICMI Job Board is a complimentary service for call center professionals looking to post employment opportunities and search open positions. Employment postings remain active for a period of one month and receive about 5,000 page views monthly. This exclusive sponsorship is purchased monthly. ICMI s popular Job Board is visited daily by organizations of all sizes and types that are seeking new executives, directors, managers and other personnel for their contact centers. Logo exposure on job board section of website Ad placement on job board section of website Sponsor mentioned in Call Center Insider newsletter Pricing ICMI Job Board Sponsorship $5,000

7 ICMI Sponsored Research ICMI research is trusted by contact center professionals and solutions providers the world over. With its deep and diverse Community, ICMI can draw intelligence on contact center trends, buying habits and decision-making by industry, size and location. ICMI sponsored research gives sponsors the opportunity to underwrite these research projects. ICMI research is accompanied by an ICMI Webinar, Podcast, and Whitepaper The 2010 research schedule includes the areas of: Workforce/Resource Management Performance Management Contact Center and Customer Management Practices and Salaries Branding on all ICMI solicitations and promotions for industry participation in the survey process Branding on the research report and all promotional material Lead generation for related webinar Lead generation for related whitepaper For more information, call: Joy Kudless

8 ICMI Commissioned Research ICMI will leverage the depth and breadth of the ICMI Community of contact center leaders and decision makers to administer a research project on a topic identified by the vendor client designed to gain market intelligence on contact center trends, buying habits and decision-making by industry, size and location. Deliverables Tabulated research returns Research report and analysis For more information, call: Joy Kudless

9 ICMI Sponsored/Commissioned* Whitepaper ICMI is trusted source of information and analysis for contact center professionals (latest ICMI whitepaper saw more than 2,000 downloads). Topics focus on timely topics and issues that impact call center professionals. Lead generation Branding on ICMI-developed whitepaper Branding on ICMI-developed whitepaper marketing materials Pricing ICMI Sponsored/Commissioned Whitepaper $15,000 *Commissioned whitepapers cover a topic specified by the sponsor.

10 ICMI Vendor Guide Sponsorship (coming mid 2010) ICMI will offer the most extensive and in-depth vendor guide available to the contact center industry. Decision makers and purchasers will be able to begin their evaluations (and be inspired to implement new technologies and solutions) by looking at the entire field of technology and solutions providers by size of contact center served, technologies and solutions offered, user reviews, and a wealth of other information. Put your technologies and solutions in front of the entire ICMI community in the form of a searchable, comparison-capable database with direct links from the listing to sponsor website and/or inquiry point person. General listings are free Premium listings are available Sponsorship opportunities are available Premium placement in database returns Sponsorship of vendor guide page on icmi.com (includes mention of sponsor in vendor guide feature mention in weekly e-newsletter Call Center Insider.com 90k+ circulation) Pricing Premium placement $1,000 per year (in each technology or solution offering area) Monthly sponsorship $5,000 per month (includes sponsor branding on vendor guide home page and placement in weekly e-newsletter Call Center Insider)

11 2010 Editorial Calendar (coming mid 2010) January 2010 Home Agents People: Attributes of the Best Home Agents Operations: Which Way Home: Comparing and Contrasting Three Approaches to Home Agent Staffing Technology: An Up-Close Look at Today s Key Home Agent Enabling Tools and Technologies Strategic Value: The Power of Home Agents in Business Continuity/Disaster Recovery February 2010 E-Support/Multichannel People: Attracting, Selecting and Retaining E-Agents Operations: Enable Chat to Elevate the Online Customer Experience and the Bottom Line Technology: Click-to-Talk Applications AND/Or What to Look for in an Management System Strategic Value: The Impact of E-Support on Customer Loyalty and Corporate Image RESEARCH (SURVEY LAUNCH): Contact Center Staffing and Scheduling Practices (Workforce Management/Resource Management) AND Workforce strategies benchmarking March 2010 Social Media People: Implementing an Agent-Driven Social Media Task Force in the Call Center Operations: Best Practices in Social Media Management Technology: Social Media Monitoring Tools Strategic Value: Get Execs Involved in Social Media Strategy and Interactions Post Executive Summit AND Social Media: Available tools and beginning strategies April 2010 Metrics/Performance Measurement AND Green Call Centers People: Measuring Employee Satisfaction/Engagement Operations: Reducing AHT without Ruining Reps, or Customer Relationships Technology: Getting the Most out of your ACD Reports Strategic Value: Breaking Down KPIs for Easy Executive Digestion AND Green Strategies and Design: Bang for your Buck Green Call Center Design and Retrofit Green Call Center Design and Retrofit AND KPIs for everybody May 2010 Workforce Management People: Unconventional Yet Impactful Staffing Strategies (GREG) Operations: The Fundamentals of Effective Forecasting and Scheduling AND Real-time adherence: making the case and supporting information Technology: WFM Tools that Won t Break the Bank (alternatives to expensive WFM systems) Strategic Value: Selling Your Staffing Budget to Senior Management KPIs for everybody: Who needs to see what? And how does the information need to be presented Forecasting: The Impact of One RESEARCH (SURVEY LAUNCH): Call Center Practices and Salaries

12 2010 Editorial Calendar (continued) RESEARCH REPORTS: Contact Center Staffing and Scheduling Practices (Workforce Management/Resource Management) AND Workforce strategies benchmarking June 2010 Motivation/Retention People: Agent Engagement in Tight Times Operations: The True Costs of Agent Attrition Technology: Online Incentive Programs Strategic Value: Get Enterprise-Wide Exposure for Your Agent Rewards & Recognition Programs Contact Center Staffing and Scheduling Practices (Workforce Management/Resource Management) AND Workforce strategies benchmarking Agent attrition WHITEPAPERS: Contact Center Staffing and Scheduling Practices (Workforce Management/Resource Management) AND Workforce strategies benchmarking July 2010 Training and Development People: Entertaining Agent Training: Storytelling and Games Increase Training Fun and Effectiveness Operations: Measuring Training Effectiveness and ROI Technology: The Do s and Don ts of E-Learning Strategic Value: Making the Rounds: Agent Internships in other Departments Enhances Engagement and Interdepartmental Relationships Post-ACCE/ Global Call Center of the Year webcast Training in a down economy RESEARCH (SURVEY LAUNCH): Performance Management August 2010 Quality Monitoring AND Compensation/ Budgeting People: Five Proven Ways to Get Agents to Embrace Quality Monitoring AND Call Center Compensation Operations: Leading practices in compensation Technology: The New Generation of Quality Monitoring Systems Strategic Value: Aligning Call Center Compensation with Enterprise Quality Monitoring RESEARCH REPORTS: Call Center Practices and Salaries Sep 2010 Recruiting & Hiring People: Five Tactics to Vastly Improve Your Agent Recruiting Efforts Operations: Tackle Early Turnover with Comprehensive Job Previews Technology: Agent Hiring/ Assessment Tools Strategic Value: Leadership continuity: Grooming leaders for tomorrow AND Taking Hiring Higher: Show Job Candidates the Impact Agents Have on Customer Loyalty and the Enterprise

13 2010 Editorial Calendar (continued) Call Center Practices and Salaries Research findings Call Center Practices and Salaries research findings October 2010 Customer Satisfaction Measurement/ Management People: Using Customer Feedback to Enhance Agent Coaching and Performance Operations: Pushing Past the Hype of the Net Promoter Score in Call Centers Technology: Harnessing the Power of of VOC AND/OR The Anatomy of a Successful IVR-Based Survey System Strategic Value: Sharing Critical Customer Data and Feedback with the Enterprise AND Measuring IVR and Web Self-Service Performance Call Center Agent of the Year: Spirit of Service WHITEPAPERS: Call Center Practices and Salaries research findings RESEARCH REPORTS: Performance Management November 2010 Self-Service AND Outsourcing People: Agent-Assisted Self-Service Operations: Customer-Centric IVR Design Technology: IVR Design Strategies Strategic Value: Outsourcing Performance Management Research findings WHITEPAPERS: Performance Management December 2010 Selling in the Contact Center AND Call Center Startup People: Transitioning Frontline Service to Consultative Sales Operations: Making your new center a dream come true Technology: Call Center Design Accommodating Technology Strategic Value: Aligning the Contact Center with Enterprise Sales Trends for 2011 Sales in the Contact Center