superpages. The company is the largest publisher of Hispanic
directories in the U.
Kerry Gumas, Vice President, Advanstar Technology Group, said, "As
today 's businesses extend across continents, channels and partners,
the role of the call centre continues to evolve; as such, executives
are seeking ways to leverage these important operation centres to
increase revenues, slash costs and improve customer satisfaction.

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The tools can be bought for less than
$175, full retail price, at national chain stores.delagarza@verizon. Nelson, first vice president
of Merrill Lynch Global Private Client, and Dr. Advanstar has 77 business
magazines, 19 directories , 7 electronic publications, 54 tradeshows
and 40 conferences, numerous Web sites, and a wide range of print and
electronic direct marketing, database and reference products and
services.

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Local Search Site, Home Improvement Expert, Tell What Hand Tools and Power
Tools You Need in Your Tool Box for Most Do-It-Yourself Home Fix-It Projects

DALLAS, Verizon SuperPages.

Business Editors/Tradeshow Writers
ICCM Canada 2005

NEWTON,Mass. Attendees
will learn: how to determine where they are on the journey to becoming
a Centre of Excellence; how best practice benchmarking makes the
journey tractable, manageable, and achievable; and, the critical steps
involved in the journey to certification.

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He also has a weekly
radio show in the Dallas-Fort Worth market.6 billion in revenues from products including:
Verizon SuperPages yellow pages; Verizon SuperPages. Jon Anton ,
director of benchmark research at Purdue University's Centre
for Customer-Driven Quality

Advanstar Technology Group announced today that ICCM Canada, the
largest and most comprehensive event for contact centre, customer
care, and customer management professionals, will take place March 21
- 23, 2005 at the Metro Toronto Convention Centre.

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The Company has roughly 1,500 employees and
currently operates from multiple offices in North America, Latin
America, Europe and Asia.

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superpages .
Carrell, a nationally known expert on home improvement and repair
including wood and furniture refinishing, served for eight years as spokesman
for The Home Depot.com
Verizon SuperPages .com/ ), a
service of eMediawire. With topics
ranging from the evolution of the multi-channel contact centre to the
latest technologies paving the way for improved efficiency,
effectiveness and return on investment, the ICCM Canada conference
program delivers practical and actionable guidance. Jon Anton will share a unique
case study about how Merrill Lynch leveraged its call centre
operations to become a world-class Centre of Excellence.

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It's also important to have a basic tool kit so you're prepared for
"everyday disasters" that might happen. Your basic set of tools does not have to cost a lot of money, but
many times the difference in price between a good tool and a cheap one is a
matter of pennies.com include plumbing, energy
saving, painting, furniture refinishing and patio deck building .

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Jon Anton specializes in enhancing customer service strategy
through inbound call centre, and e -business centres, using the latest
in telecommunications (voice), and computer (digital) technology .

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superpages. It has $3. Jon Anton, director of benchmark research at
Purdue University's Centre for Customer-Driven Quality.

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In addition to refinishing furniture, other topics covered in the six -week
do-it-yourself series on Verizon SuperPages.superpages.----Advanstar Technology
Group

-- Keynote speakers include Judy E."
In the keynote address "The Journey to World-Class Call Centre
Certification", Judy E. Nelson and Dr. Nelson has held various positions with Merrill Lynch for
the past 24 years.

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Carrell's newspaper column, "The Super Handyman," appears in about 100
cities including Boston, Chicago, Dallas, Fort Worth, Houston, Phoenix,
Tucson, Orlando, Fort Wayne, St. Louis and Nashville.com/espanol ).

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If you are going to own just one power tool, he suggests a
three-eighths-inch, battery-powered electric drill. More than
thirty content-rich sessions will focus on creating and managing the
high-performance contact centre.com). Based in New
York, NY , Advanstar is a worldwide business information company
serving specialized markets with high quality information resources
and integrated marketing solutions.

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Carrell says that before you tackle home improvement or remodeling
projects, it's important to make sure you have the right tools for the job at
hand. Even people who live in apartments
should have a tool kit for such jobs as assembling toys on Christmas Eve!
Carrell recommends a basic tool kit including hammer, hand saw,
screwdrivers , pliers, level, tape measure, adjustable wrench, c-clamps,
stapler, utility knife, flashlight and toilet plunger -- all stored in a
sturdy tool box.
The Super Handyman says to look for good quality, brand-name tools.
He has a complete list, with specifications, on Verizon SuperPages . and the first to provide a Hispanic online shopping
resource ( http://www.
Dr.

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About Verizon SuperPages. Nelson, first vice president of Merrill Lynch Global
Private Client, and Dr.

Judy E.

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com

This press release distributed by PRWEB ( http://www. Currently she manages the Direct Client Services
Group that provides direct client support for all Client domestic
retail , retirement and corporate sponsored products.

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(NYSE: VZ), is the nation's most advanced provider of yellow pages and related
shopping information.S. ICCM
Canada provides more than 30 content-rich sessions about customer
care, management and service, and gives attendees opportunities to
share ideas with the industry's most visionary managers and leaders.
To register for ICCM Canada or for more information, visit
www.

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com ( http://www.com
Verizon Information Services, a division of Verizon Communications Corp.iccm.

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For supplies, you'll need
sandpaper, glue, and an assortment of nuts and bolts, nails, screws and duct
tape.
Spring is a great time to find tools on sale at your favorite local
hardware store or home center ( http://www.com
( http://www.com/release ).
Formerly Call Centre Canada, ICCM Canada offers industry and
technology experts numerous opportunities to learn about and discuss
the transformation taking place in today's call centres.com

About Advanstar Communications Inc.

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superpages. Keynote speakers
include Judy E.

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com and Super Handyman
Al Carrell offer help in choosing hand tools and power tools in the fifth of
six do-it-yourself home improvement project guides available on Verizon
SuperPages.com ), the nation's number 1 Internet directory and a
leading online shopping resource; and the SuperPages On the Go information
directory offered through Verizon Wireless Get It Now services and on other
wireless carriers. The keynote address will be
held on Tuesday, March 22, 2005 at 9:15 am. He
also focuses on using the Internet for external customer access, as
well as Intranets and middleware.

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advanstar.

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Judy is an active
member in the contact centre industry and has participated in numerous
forums.

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com/homeimprove ). He advises do-it-yourself furniture refinishers to work
outdoors or in well-ventilated areas.

Mary De La Garza
972-453-7016
mary.

ICCM Canada is produced by Advanstar Technology Group, a division
of Advanstar Communications, Inc (www.

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Verizon SuperPages.com Home Improvement Guide Features Tool Kit Selection From Super Handyman Al Carrell

com/release ), a leading local search
site. And there are a lot of so-called "bargains" that won't even
last through the first job.

com
( http://www.prwebdirect.

ICCM Canada's Most Comprehensive Call Centre Event to be Held March 21 - 23 2005 at the Metro Toronto Convention Centre

Advanstar serves targeted market sectors including the
automotive, beauty, e-learning, call centre, digital media,
entertainment/ marketing, healthcare , fashion + apparel,
pharmaceuticals, powersports, science, telecommunications and travel/
hospitality industries.

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They'll perform better, last longer and may come with a lifetime replacement
warranty .