May 6-9, 2014 | San Diego, CA
San Diego Convention Center
See our 2013 program - 2014 info coming in Jan.
Conference
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7:00am – 6:30pm
Registration Open
7:00am – 8:30am
Continental Breakfast
8:30am – 12:00pm
Morning Workshops & Tours
Site AM-1: Starbucks
Site AM-2: Alaska Airlines
Site AM-3: Virginia Mason Medical Center
Pre-1: A Proven Blueprint for High-Impact Coaching
Pre-2: The Principles of Effective Contact Center Management
Pre-3: Your Roadmap to Becoming Chief Customer Officer
Pre-4: Contact Center Technology Essentials and Enhancers
12:00pm – 1:30pm
Lunch
1:30pm – 5:00pm
Afternoon Workshops & Tours
Site PM-1: Starbucks
Site PM-2: BECU
Site PM-3: Puget Sound Energy
Pre-5: Harnessing Metrics That Drive Superior Performance
Pre-6: Rapid-Fire Real-Time Management That Works!
Pre-7: Increase Productivity and Profitability with Exceptional Leadership
Pre-8: Technology Choices: Successfully Pursue What’s Right for YOU !
5:00pm – 6:30pm
Welcome Reception
Exhibit Hall Open - Special Preview
7:30am – 6:30pm
7:30am – 8:30am
Industry Roundtable Breakfast
8:30am – 10:00am
Welcome & Keynote -Rock Your World: 5 Things To Do Every Day to Rock Your Customer Service World
10:00am – 2:30pm
Exhibit Hall Open
10:00am – 11:00am
Visit Exhibit Hall
10:15am – 11:00am
Bonus Session: Critical Metrics for Standardizing Your Contact Center
11:00am – 12:15pm
Conference Session Block #1
Session 101: How These Award-Winning Centers Create Powerful Cultures
Session 102: Proactive Metrics That Boost First Call Resolution & Contact Prevention
Session 103: Building a Better Customer Experience at Nationwide
Session 104: Innovative Approaches to Self-Service
Session 105: Contact Center Operations Management 101
Session 106: Transforming Agent Efficiency and Customer Satisfaction
Session 107: Making Work-at-Home Work for You
12:15pm – 2:30pm
Lunch & Visit the Exhibit Hall
12:45pm – 1:15pm
Luncheon Keynote -Becoming a ‘Customer Company’: Connect With Your Customers In A Whole New Way
1:45pm – 2:15pm
Bonus Session: Three Strikes and You’re Out: Three Mistakes You’re Making in Managing the Customer Experience
2:30pm – 3:45pm
Conference Session Block #2
Session 201: Cultivating a Culture That Delivers Superior Results
Session 202: Catastrophe Strikes ... And You Are Ready!
Session 203: An Insider’s Look at Voice of the Customer Process
Session 204: Transforming Your IVR From Necessary Evil to Service Partner
Session 205: Tackling the Five Hidden Causes of Poor Customer Service
Session 206: Mastering Agent Occupancy
Session 207: Avoiding Cultural Pitfalls in a Global Economy
4:00pm – 4:45pm
Keynote Presentation -Measure Right, Manage Forward, Make a Difference
4:30pm – 6:30pm
4:45pm – 6:30pm
Networking Reception
6:30pm – 11:00pm
ICMI Global Call Center Awards Dinner & Celebration
7:30am – 5:00pm
Best Practices Networking Breakfast
Keynote Presentation - Inspiring Customer Loyalty Through Extreme Leadership
Bonus Session: Delivering Brag-Worthy Customer Service – Regardless of Channel – in Your Contact Center
Conference Session Block #3
Session 301: The Ten Commandments for Writing to Customers
Session 302: Workforce Management for Multi-Channel Centers
Session 303: How Electrolux Empowered Service Agents with Sales Skills
Session 304: Small Call Center Success: Creative Solutions at Abbott Vascular & DePaul University
Session 305: The Insiders’ Guide to Managing Today’s Multi-Generational Workforce
Session 306: How To Define the ROI of Your Quality Assurance Program
Session 307: State of the Industry in Cloud Best Practices
12:30pm – 1:15pm
Bonus Session: How to Empower Agents with the Latest Technology to Drive Customer Lifetime Value
1:30pm – 2:15pm
Bonus Session: Small Contact Centers – Overcome Challenges and Play Big to Deliver Great Customer Service
2:30pm
Exhibit Hall Closes
Conference Session Block #4
Session 401: Building an Efficient & High Performing Team
Session 402: Cutting Costs ... the Right Way!
Session 403: How Sharp Rees-Stealy Supercharged Customer Engagement
Session 404: How to Select Your Next Contact Center Solution
Session 405: Unlocking the Competitive Advantage of Mentoring
Session 406: Which Service Metrics Are Right for Your Center?
Session 407: Implementing Knowledge Management for Improved Service
4:00pm – 5:15pm
Conference Session Block #5
Session 501: Training on a Shoestring: What Would MacGyver Do?
Session 502: Maximizing Service and Efficiency Through Knowledge-Centered Support (KCS)
Session 503: How Farmers Insurance Transformed a Troubled Helpdesk
Session 504: Putting Analytics into Action
Session 505: Unleashing Motivation Through Meaningful Rewards and Recognition
Session 506: How Your Small Center Can Produce Big Results
Session 507: Providing Stellar Service Across Multiple Channels
Information Desk Open
Breakfast
8:30am – 5:00pm
Post-Conference Training
Post-1: The ICMI Small Call Center Workshop
Post-2: Essential Principles of People Management
Post-3: A Crash Course in Contact Center Metrics
12:00pm – 1:00pm
"My first ACCE. A great introduction!"
Dave Kristick , Deputy Executive Director , E-470 Public Highway Authority