Expanded ICCM International Agenda Covers Important Current Issues in Customer Management.

WELLESLEY HILLS, Mass. -- Things have been anything but smooth for the contact center management industry in recent years. As the economy struggled, much of the pressure to improve performance and cut costs fell on executives and managers responsible for customer relations.

Even with the

economy improving, the importance of an effective customer relations strategy continues to be a key component in the business plan of successful organizations. Thousands of executives and managers from around the world responsible for customer contact center management are preparing to begin a four-day examination of issues facing the industry, August 9-12 at the 16th annual ICCM International Contact Center Management Conference and Exposition at Chicago's Navy Pier. (www.iccm.com)

Contact center management professionals are at the front lines of customer relations and service for most businesses. The customer relations component is often the difference between success and failure regardless of market conditions.

Performance, capacity, quality, and continuity are just a few of the keys to success that will be addressed in ICCM's comprehensive agenda that includes 60 conference sessions featuring over 90 experts, analysts and other speakers.

Industry experts have suggested that the rapid development of new tools using speech technology and voice over IP holds tremendous promise for the contact center industry. The IP Telephony & Voice Technology Conference has been added to this year's agenda with content aimed at network and IT professionals interested in learning more about these new technologies as well as solutions for ongoing challenges like security, bandwidth, regulations and budgets.

ICCM 2004 will once again feature annual staples like contact center site tours, the ICCM EXPO, and the announcement of Global Call Centre Managers of the Year and Exhibitor Best of Show Awards. Over 100 companies are participating in the ICCM EXPO, which combined with the conference, makes ICCM the largest global gathering of contact center and customer management professionals.

Qualified media and analysts wishing to cover the 16th annual ICCM International Contact Center Management are invited to review the conference agenda and pre-register online at www.iccm.com.

About Advanstar

Advanstar Communications Inc. (www.advanstar.com) is a worldwide business information company serving specialized markets with high quality information resources and integrated marketing solutions. Advanstar has 115 business magazines and directories, 78 tradeshows and conferences, numerous Web sites, and a wide range of print and electronic direct marketing, database and reference products and services. Advanstar serves targeted market sectors in the art, automotive, beauty, e-learning, call center, digital media, entertainment/marketing, fashion & apparel, manufacturing and processing, powersports, science, telecommunications, travel/hospitality, healthcare and pharmaceutical industries. The Company now has more than 1,400 employees and currently operates from multiple offices in North America, Latin America, Europe and Asia.

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About Angus Dortmans Associates

Angus Dortmans Associates provides management advisory services primarily to end-user organizations that rely on business telecommunications and contact centres to advance their business goals. The firm provides practical advice and assistance on planning, implementation, and ongoing management of systems, services, and processes. Ian Angus, Chairman of Angus Dortmans Associates, is one of the founders of the ICCM event. Henry Dortmans, President, has earned an international reputation as a leading consultant and speaker.