ACCE 2012 Conference Program |
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ACCE 2012 Conference Program

ICMI ACCE 2012 Conference Program Offers Comprehensive Education for Call Center Professionals

Highlights include four core subject areas, site tours, and case studies from leading organizations

Colorado Springs, CO --- March 21, 2012 --- Produced by The International Customer Management Institute (ICMI), the ACCE Conference & Expo, the premier annual global gathering for the contact center community, has announced a 2012 conference program packed with comprehensive and topical course selections.Taking place at the Washington State Convention Center in Seattle May 7-10 with an expected attendance of 1,000+, the event will bring together call center professionals to discover how to improve their centers’ performance by better managing people and resources, improving operations, and properly selecting and implementing technology.

During the “main” conference – May 8-9 – six sessions per time slot , at levels ranging from beginner to advanced, will be offered across four core subject areas: “People Management,” “Operations Management,” “Technology Management,” and “Strategy and Leadership.”  Additionally, day one of the event (May 7) will include a full day of pre-conference workshops addressing critical issues specific to contact centers, as well as a selection of popular, already sold out, site tour visits. The final day (May 10) will feature a post-conference program that includes the choice of a full day workshop or small call center-specific summit.  Pre-conference sessions are included with All-Access or Premium Conference Packages, while an All-Access Package is needed to attend post-conference activities.

“We live in a world where communication channels have evolved well beyond the telephone into channels such as email, live chat and social media” said Laura Quinn, Events Manager for ICMI.  “With this in mind, we have created an educational program that addresses the concerns of the modern contact center and provides actionable solutions. The ACCE program contains the critical information all individuals involved with contact centers need to know when implementing new strategies and/or technology.”  

The program is filled with best-practice case studies from leading organizations including Erie Insurance, Intuit, The Scooter Store, Pitney Bowes, and Veterinary Pet Insurance.

Keynote speakers will include best-selling author & award-winning leadership expert David Cottrell, who will present “Leadership Lessons to Guide You Up the Ladder” and Ryan Estis, Chief Experience Officer who will deliver “Culture as a Catalyst for Success – Delivering an Elevated Experience.” 

In addition, top industry technology vendors will present their tools and technologies in the exhibit hall May 8-9.

ACCE 2012 is presented by ICMI, one of the contact center industry’s most respected organizations. To register to attend or exhibit at this event, or to find out more, please visit

ICMI is a part of UBM ( ), a global live media and B2B communications, marketing service and data provider.


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