NEW YORK, Aug. 13 /PRNewswire/ -- The fifth Annual Call Center Exhibition (ACCE) will feature the tools and knowledge contact centers need to optimize customer relationships and workforce management, create sustainable new revenue streams, and choose the best technology. The event will take place September 15-18, 2008 at the Phoenix Convention Center in Phoenix, AZ.
NEW YORK, Aug. 13 /PRNewswire/ — The fifth Annual Call Center Exhibition (ACCE) will feature the tools and knowledge contact centers need to optimize customer relationships and workforce management, create sustainable new revenue streams, and choose the best technology. The event will take place September 15-18, 2008 at the Phoenix Convention Center in Phoenix, AZ.
Following is a sampling of this events speakers and session topics:
— Brad Cleveland, President, ICMI, will reveal the fundamental principles of value and performance.
— Bruce Balentine, Executive Vice President, Enterprise Integration Group, will speak on emerging trends in call center automation.
— Lori Bocklund, President, Strategic Contact, Inc. will examine ways that companies can optimize the strategic value of customer contact technology and operations.
— Drew Daly, Senior Director of Sales, World Travel Holdings, will share ideas on managing and motivating remote employees.
— Anne Nickerson, President, Call Center Coach, LLC, will discuss how to ensure that supervisors receive the training and skill development opportunities they need to succeed.
— Daniel Ord, CEO, OmniTouch, will speak on "mystery shopping" studies — those undercover shoppers who evaluate retailers' customer service — and the importance of coaching.
These and other speakers will be part of a full agenda, with many opportunities for learning and networking.
ACCE 2008 AGENDA
Monday, September 15: Sessions include an in-depth exploration of effective call center management techniques, a detailed expose of the facts that every call center professional needs to know, tips for maximizing cross sale revenue and leading high performance teams, techniques for optimizing your quality management program and developing high performance organizations, and how to successfully plan and support VoIP in the contact center. The day ends with a reception in the Exhibit Hall which will be open from 5:30pm-7:00pm.
Tuesday, September 16: Keith Ferrazzi keynotes with "Secrets to Career Success: One Relationship at a Time," followed by a session on strategies that frontline leaders need to know, tips for hiring agents who will stay with the company over the long-term, call center 101 — how to get the job done whether its outsourced or in house, new trends in call center automation, the importance of great customer service, ideas for successful motivation and reward plans, strategies for implementing people-centric workforce management, how to fire up your customer service reps, virtualization, metrics that really matter and a look ahead at emerging technology and ideas for the call center. Tuesday also features the ICMI Membership Global Call Center of the Year Awards Luncheon (Open to conference delegates and speakers) and a Networking Cocktail Reception (Open to conference delegates, speakers and exhibitors). The Exhibit Hall will be open from 10:00am to 5:00pm.
Wednesday, September 17: Joel Zeff kicks off the day with a keynote on "The Strength of Laughter: Energizing your Spirit with Humor." Topics that will be discussed on this day include: multi-channel customer strategies, call center monitoring, e-mail best practices, quick and agile customer interactions, call center security, best practices in outsourcing, helping employees grow themselves and your business, virtual call centers, mystery shopping, technology to-do lists, new ideas for agent training, workforce optimization and improving the industry's image among consumers. There will also be a lunch on the show floor (Open to conference delegates and speakers). The Exhibit Hall will be open from 10:00am to 2:00pm.
Thursday, September 18: The event will wind down with discussions on the principles of effective call center management, tips for effective contact center management, ideas for mentoring employees, unique strategies for the small call center and training and development for call center supervisors.
"We are thrilled with the depth and breadth of our learning offerings and all of the terrific speakers who will be joining us for ACCE 2008," said Joy Sobhani, Show Director. "ACCE 2008 will be our best conference yet and we look forward to seeing all call center professionals in Phoenix this September."
ACCE 2008 will also provide conference-goers with numerous opportunities to test drive call center solutions and network with peers and industry leaders to share insights and grow their businesses. Guided tours of call centers, knowledge exchange brainstorming sessions, presentations and panel discussions and in-depth post show tutorials make for a learning experience like no other.
Now in its fifth year, ACCE draws business leaders from around the globe. Last year, ACCE brought together more than 1,700 contact center professionals from over 40 countries and all 50 states. For a full schedule please visit www.ACCEicmi.com and click the "conference at a glance" option.
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: consulting, training and certification, events, professional membership, and management resources. Learn more at icmi.com.
About Think Services
Think Services connects specialized communities worldwide using innovative media, educational events, consulting, training and certification. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer magazine, the International Customer Management Institute, HDI, and Dr. Dobb's Journal. Think Services is a subsidiary of United Business Media, a global provider of news distribution and specialist information services with a market capitalization of more than $2.5 billion. To learn more, visit http://www.think-services.com/.
SOURCE The International Customer Management Institute (ICMI)