Contact Center Turnover Key Topic at Call Center Demo & Conference

Omega Performance’s Anne Ivey and Huntington National Bank’s Steve Angell to Share Experience and Expertise in Managing this #1 Contact Center Cost Issue

Charlotte, N.C., May 1, 2006—Omega Performance announced today that Anne Ivey, contact center practice director and Steve Angell, vice president of Huntington National Bank, will lead the session—Career Pathing: Smart Strategies for Sustained Success—at Call Center Demo and Conference 2006. The conference will be held May 15-17, 2006 at the Hyatt Regency Grand Cypress in Orlando, Fla.

Ivey’s and Angell’s presentation, scheduled for Tuesday, May 16, from 1:15 pm to 2:30 pm, will address employee turnover, one of the most critical challenges today’s contact center managers face, and how to stem the tide with career pathing. Together, they will provide the tools necessary for building a first-class career pathing program, including determining the optimal tenure of a representative, defining the critical milestones that indicate advancement opportunities, and identifying reward standards. Attendees will leave the session with valuable insight into career pathing and a clear-cut strategy for creating a winning development plan for their contact center team. To register, visit www.callcenterdemo.com.

“Omega Performance’s work with contact centers reveals that successful career pathing is key to ensuring that they get and keep the right employees,” said Mario Berard, president and chief executive officer of Omega Performance. “Turnover is extremely costly both in terms of money and time spent on ramping up new representatives. A well-defined career path elevates representatives’ morale, improves performance, and increases job satisfaction—all of which serve to strengthen employee retention.”

About Omega Performance
Omega Performance has enabled more than 2,500 firms worldwide to drive and sustain improved business results. The company is a wholly owned subsidiary of Informa plc (INF on the London Stock Exchange), the leading international provider of specialist information and services for the academic and scientific, professional, and commercial business communities. Informa has over 150 offices in more than 40 countries and employs over 7,000 staff around the world. Omega Performance is headquartered in Charlotte, N.C., USA, with major offices in Australia, Canada, China, Greece, Nigeria, Singapore, South Africa, and the United Kingdom.