Business News

Think Services’ ACCE 2008 to Feature Jam-Packed Agenda and Renowned Industry Speakers

2008-08-13 14:06:00

The Contact Center Industry's Premier Learning and Networking Event Returns

                                 to Phoenix

    NEW YORK, Aug. 13 /EMWNews/ -- 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


    "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


    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 and click the "conference at a glance"


    About ICMI

    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

    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, 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

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Jordan Taylor

Jordan Taylor is Sr. Editor & writer from San Diego, CA. With over 20 years and 2650+ articles edited rest assured your Press Release will see traction.

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