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
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 http://www.ACCEicmi.com and click the "conference at a glance"
option.
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 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/.
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