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Welcome Reception

Monday, 5:00 PM – 6:30 PM

KEYNOTE PRESENTATION: Rock Your World: 5 Things To Do Every Day to Rock Your Customer Service World

Tueday, 8:30 AM – 10:00 AM

BONUS EDUCATIONAL SESSION #1: Critical Metrics for Standardizing Your Contact Center

Tuesday, 10:15 AM – 11:00 AM

Speaker: Justin Robbins, Training and Development Manager, ICMI

Does data overload prevent you − and your contact center − from having a clear focus on the most significant metrics?  Would your team benefit from an understanding of the key performance indicators measured by today’s leading contact centers, along with clarity into their purpose, and the resulting streamlined reporting processes? Learn how knowing the RIGHT metrics can help to standardize your center, and discover how professional certification can provide you and your team with the skills you need to implement performance measures to lead your center to success.

In addition to first-class education, this session concludes with a drawing for a $100 American Express Gift Certificate.

KEYNOTE PRESENTATION:Becoming a ‘Customer Company’: Connect With Your Customers In A Whole New Way

Tueday, 12:45 PM – 1:15 PM

BONUS EDUCATIONAL SESSION #2: Three Strikes and You’re Out: Three Mistakes You’re Making in Managing the Customer Experience

Tuesday, 1:45 PM – 2:30 PM

Speaker: Tad Thompson, Vice President, Sales, USAN

Are you serving every channel?  Do you know why customers are calling before agents answer the call?  Is it possible to provide a consistent experience across all channels?  Today’s customer demands the ability to switch between Web, phone, email or any channel they prefer without losing context.  Many organizations aspire to perfect this functionality while most are stuck with data and communications silos that fragment data and diminish service quality.  Avoid driving away customers due to poor and inconsistent customer experiences caused by a lack of personalization, interaction history and preferences management. Discover new customer engagement technologies that make exceptional service possible today.

In addition to first-class education, this session concludes with a drawing for a $100 American Express Gift Certificate.

KEYNOTE PRESENTATION:Measure Right, Manage Forward, Make a Difference

Tueday, 4:00 PM – 4:45 PM

Networking Reception in the Exhibit Hall

Tuesday, 5:00 PM – 6:30 PM

ACCE is turning 10 - come help us celebrate! Nosh on birthday cupcakes as you browse the latest contact center solutions in a relaxed environment!

KEYNOTE PRESENTATION: Inspiring Customer Loyalty Through Extreme Leadership

Wednesday, 8:30 AM – 10:00 AM

BONUS EDUCATIONAL SESSION #3: Delivering Brag-Worthy Customer Service – Regardless of Channel – in Your Contact Center

Wednesday, 10:15 AM – 11:00 AM

Speaker: Kristyn Emenecker, VP of Product Marketing, inContact

In an era where a single misstep from an agent can become an incident shared with thousands, it’s never been more important to provide consistently “brag-worthy” service. Learn how you can leverage your technology to connect with customers in the channel, and at the time, that they want. Discover how to keep taking calls when disaster strikes, even when all those around you have gone dark.  And find out about tools that let your agents deliver customer service that matters – with maximum efficiency and effectiveness – allowing you to deliver brand-building service that stands out from the norm.

In addition to first-class education, this session concludes with a drawing for a $100 American Express Gift Certificate.

BONUS EDUCATIONAL SESSION #4: How to Empower Agents with the Latest Technology to Drive Customer Lifetime Value

Wednesday, 12:30 PM– 1:15 PM

Speakers: Shana Duthie, Vice President, Marketing and Customer Experience, MDLIVE; Matt Zemon, CEO, American Support; Sarah Stealey Reed, Content Director, ICMI

The elusive “super agent” used to be the mythical character found only in “imagine if you will” scenarios described by contact center futurists. With today¹s multichannel desktops, the power of the cloud and the integration of social channels, super agents are real.  Join ICMI’s own Sarah Stealey Reed as she leads a discussion with Shana Duthie, Vice President, Marketing and Customer Experience at MDLIVE and Matt Zemon, CEO at American Support, about agent empowerment for customer service success. Learn how empowering agents with the right tools can drive customer lifetime value to new heights.

In addition to first-class education, this session concludes with a drawing for a $100 American Express Gift Certificate.

BONUS EDUCATIONAL SESSION #5: Small Contact Centers – Overcome Challenges and Play Big to Deliver Great Customer Service

Wednesday, 1:30 PM– 2:15 PM

Speakers: Brad Forsythe – Technical Sales Consultant, Interactive Intelligence; Russ Johnson - Technical Sales Consultant, Interactive Intelligence

Your small contact center has unique characteristics, challenges and opportunities. However, your goal is the same as today’s largest centers: provide exceptional customer service, grow revenues, manage costs, and contribute to the company’s overall success. Learn how your small center can use its size and flexibility to stand out from the crowd and gain the customer service advantage.

In addition to first-class education, this session concludes with a drawing for a $100 American Express Gift Certificate.

Dialogue with Industry Thought Leaders

Here’s one more reason to come by the exhibit hall! While you're browsing the booths, stop by the ‘Thought Leadership Desk' and hear ICMI interview  panels of technology leaders, Global Call Center Award winners, ACCE speakers, contact center celebrities, and many other industry thought leaders. You won't want to miss these candid and unscripted responses to some of the industry's burning questions of 2013!

Tuesday 5/14 - 12:30 PM – 2:30 PM
Wednesday 5/15 - 10:00 AM – 11:00 AM and 1:30 PM – 2:30 PM

Keynote Book Giveaways & Signings

Tuesday, 10:15am-11:00am
Dayna Steele - “101 Ways to Rock Your World and Rock to the Top”
Free book for first 100 people

Wednesday, 10:15am-11:00am
Steve Farber - “The Radical Leap Re-Energized”
Free book for first 50 people

Passport to Prizes

During exhibit hall hours

This is your opportunity to win valuable prizes! Simply visit the booths of participating vendors, have your passport stamped, and return the completed passport for your chance to win! Prizes to be offered include a $200 Amazon gift card, an IPAD mini, a Kindle Fire HD, and Bose Noise Cancelling Headphones.

Souvenir Photo Booth

During exhibit hall hours

Stop by the ICMI booth to get your photo snapped, and walk away with a great ACCE souvenir! Whether you chose to be fun or serious, this photo will be a great takeaway to commemorate your ACCE experience.

Career Development Roadmap

exhibit hall hours - by appointment

Receive a customized professional development “roadmap” - for your contact center – that identifies recommended next steps in your team’s development. For more information, contact Todd Piccuillo at tpiccuillo@icmi.com.

Contact Center Cartoon Exhibit

During exhibit hall hours

"Draw" your attention to this exciting exhibit hall favorite! Featuring some of the best contact center-themed cartoons from the world's leading cartoonists, this fun exhibit also offers you the chance to vote for your favorite print and enter a raffle to win the cartoon for your office!

ACCE Charging Station

During event hours

Visit the ACCE charging station, located on the east lobby balcony, for a complimentary charge of your mobile device.