Overstock.com, Comcast and ING Direct Share Ways to Leverage Customer Experience for Growth and a Strengthened Front Line at the Call Center Summit

NEW YORK & ORLANDO, Fla.--(Business Wire)--
Customer Management IQ and IQPC announced the details for the 5th Annual Call
Center Summit, taking place January 26-29, 2010 at the Gaylord Palms Hotel &
Conference Center in Orlando, FL.

The 5th Annual Call Center Summit focuses on the next step of driving
performance improvement, leveraging tools and technology and enhancing both call
center agents and customer satisfaction levels. IQPC has assembled experts
involved with call centers and customer service to lead discussions, including:

* Stormy Simon, SVP Branding and Customer Care, Overstock.com (The 2009 1to1
Customer Champion)
* David Bradshaw, Vice President of Sales and Service, ING Direct
* Frank Eliason, Senior Director of National Customer Operations, Comcast
* Tom Hammond, VP Contact Center Strategy, The Hartford Financial Services Group
* Mark Weiner, Vice President of Customer Care and Reservations, Choice Hotels
International
* David Taliancich, VP, Claims Shared Services, Liberty Mutual

While we may not be out of the economic downturn completely, organizations need
to shift from defensive strategies to proactive approaches, and prepare for a
ramp-up, including hiring, growth, and reenergizing staff for a strengthened
front line.

"Talk about what is in for them, about our future accomplishments and how they
play a part. Talk about them sharing in success," suggests David Bradshaw, Vice
President of Sales and Service, ING Direct, when asked what tools and tactics
ING Direct utilizes for to mobilize their front line team.

Since every customer interaction can be seized as an opportunity to build trust
and create advocates, the call center becomes the driver of an organization`s
rise to world class excellence - and it`s key that the frontline workers are
armed with the right training and attitude to handle all customer calls. Other
topics for discussion at the summit include call center efficiency, latest tools
and technology, talent management, leadership excellence and workforce
optimization.

The 4-day conference is slated to be one of the most important events within the
Call Center space this year, with its expansive agenda, strong lineup of
speakers and the networking opportunities provided. Customer Management IQ and
IQPC will be posting content, including speaker interviews, articles, podcasts
and other resources on the conference website at www.callcenterevent.com.

For completely details on the 5th Annual Call Center Summit, please visit
www.callcenterevent.com or contact Lisa Schulman at lschulman@iqpc.com for event
inquiries.

IQPC provides business executives with tailored practical conferences,
large-scale events, topical seminars and in-house training programs. Producing
over 1,500 events annually around the world, IQPC continues to grow and has
offices in cities across six continents.

IQPC
Kim Vigilia, 212-885-2753
kim.vigilia@iqpc.com

Copyright Business Wire 2009