Strategic Value 

ACCE Insider: ACCE 2013 Conference Re-cap

ACCE Anniversary Logo

This post originally appeared on the Toister Performance Solutions Blog on May 16, 2013.  I attended ICMI's ACCE 2013 conference in Seattle, WA last week. This was the 10th anniversary edition of the premier global gathering for contact center professionals....

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BY: Jeff Toister – May 20, 2013 | Comments (0)
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People Management 

Agent Perspective: Worthless or Worthwhile?

This post originally appeared on the Call Center Weekly Blog, and was submitted by an anonymous agent. When you're a call center agent, each day...

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BY: Unknown – May 17, 2013 | Comments (0)
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People Management 

ACCE Global Center of the Year Awards Dinner

Inside ACCE: Global Call Center of the Year Awards Dinner Recap

The ICMI crew and more than 200 ACCE attendees had a blast last night celebrating call center success at the first annual Global Call Center...

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BY: Erica Strother – May 15, 2013 | Comments (0)
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Operations Management 

Seattle

Inside ACCE: Puget Sound Energy Site Tour Recap

Today, more than 500 ACCE attendees had the opportunity to tour call centers all around the Seattle area.  We had groups tour Starbucks, Alaska Airlines,...

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BY: Erica Strother – May 13, 2013 | Comments (0)
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People Management 

Let's Get a Pedicure Today

In today's Agent Perspective, Tanesha Bailey of iContact shares her thoughts on passionate customer service.  One way to inspire passion in your employees: treat them...

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BY: Dayna Steele – May 10, 2013 | Comments (0)
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ABOUT OUR BLOG

The Customer Management Blog features several industry experts, who share perspectives and invite discussion on call center issues and best practices. We invite you to visit the site regularly to read about what’s on the minds of call center leaders and practitioners and to join in the discussion.

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Brad Cleveland

Senior Advisor, Former President and CEO, ICMI

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Sarah Stealey Reed

Content Director, ICMI

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Justin Robbins

Manager, Training and Development, ICMI

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Richard Snow

VP and Research Director, Customer and Contact Center Practice, Ventana Research

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Amanda Mae Miller

National Account Manager, ICMI

Ann Tardy

Ann Tardy

President, Lifemoxie

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Ann Traurig

Sr. Business Consultant, NICE Systems

Ashley Verrill

CRM Software Analyst, Software Advice

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Brent Haferkamp

Managing Partner , AMP'D Consulting Group LLC

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David Johnson

Sr. Business Consultant, NICE Systems

Dayna Steele

Dayna Steele

Chief Tipster at YourDailySuccessTip, Speaker, & Author, YourDailySuccessTip.com

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Dianne Durkin

Dianne Durkin

President, Loyalty Factor

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Dina Vance

Dina Vance

Senior Vice President, Ulysses Learning

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Erica Strother

Community Specialist, ICMI

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Flavio Martins

Flavio Martins

Vice President of Customer Support, DigiCert, Inc.

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Heather Walter

Marketing Specialist, ICMI

Jay Reilly

Jeff Toister

Jeff Toister

President, Toister Performance Solutions, Inc.

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Jeffrey Bretana

Business Operations Analyst - Technology and Operations - Workforce Management, Navy Federal Credit Union

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Jeff Feuer

President, Customer Solutions Group

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Jennifer Quigley

Inside Sales Specialist, ICMI

Joe Alwan

VP/GM AVOKE Analytics, Raytheon BBN Technologies

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Joe Gallagher

John Wolf

Chief Marketing Officer, Intradiem

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Lori Carr

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Mark Lewis

Editor, Call Centre Focus

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Mark Stanley

Senior Principal Business Consultant, Genesys

Marta Kelsey

Marketing and Community Director, ICMI

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Max Ball

Director of Solutions Marketing, Genesys

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Michael Pace

Director of Customer Support, Constant Contact

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Nancy Porte

Vice President of Customer Experience, Verint

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Nikki Gresham

Supervisor, Workforce Planning, Assurant Solutions

Peggy Carlaw

Phillip Crowe

Social Media Director, Global Response

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Rachel Ostafi

Senior Marketing Manager, ICMI

Rajeev Venkat, Verint

Rajeev Venkat

Senior Director, Solutions Marketing, Verint

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Rebecca Gibson

Strategic Consultant, Interactive Intelligence

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Robert Stevenson

President and Founder of Seeking Excellence

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Rose Polchin

Rose Polchin

Senior Consultant, ICMI

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Scott Engman

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Susan Langwell

ICMI Certified Consultant, ICMI

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Tanesha Bailey

Tanesha Bailey

Product Specialist, iContact

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The Editors

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Tom Coleman

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