Register Now!
NEW FOR ’09: Pre-Conference Summits
Three Invigorating Keynote Presentations
Networking opportunities to meet and greet your peers
Ten Case Studies From Top Organizations
ICMI's Ask the Experts — 30 minutes of complimentary industry expert advice
BEST VALUE! All-Access Conference Package
$1,995 through July 17th, 2009 – All-Access for the price of Premium!

$2,295 through August 21st, 2009 | $2,495 after August 21st, 2009
Premium Conference Package
$1,695 through July 17th, 2009 – Premium for the price of Main!

$1,995 through August 21st, 2009 | $2,195 after August 21st, 2009
Main Conference Package
$1,695 through August 21st, 2009 | $1,895 after August 21st, 2009
Exhibit Hall Pass
Free with pre-registration. $50 on-site.
Team Discount: Buy three conference registrations, get the fourth registration free. Not combinable with other discounts.

ACCE2009 Brochure

Download Brochure

Platinum Sponsor

customer service software solutions

Gold Sponsor

customer service software solutions

Sterling Sponsor

customer service software solutions

ACCE2009 Twitter ACCE2009 Facebook

Sign up to receive updates on this and future ICMI events.

Mark your calendar! Mark Your Calendar

Forward to a Colleague

Download ACCE ’09 banners

TV Giveaway

Partners

CRM Xchange Customer Service Group Call Center Ops Society of Workforce Planning Professionals Call Center Jobs Tele-Plaza Professional Teleservice Management Association Quality Assurance & Training Connection

Sign up to get the latest news and offers from ICMI!

About ICMI
Pre-Conference Education
Home / Education
Tracks (Please select your desired track):

Pre-Conference Workshops

Please select your session by clicking on the dropdown menu below:

Pre-1: The Principles of Effective Contact Center Management

Tuesday, October 06, 2009 8:30 AM - 12:00 PM

This popular course – updated for ACCE 2009 – has been a staple at ICMI conferences for over two decades, and for good reason: it covers the skills and knowledge you have to have to run an effective contact center. In step-by-step format, Brad Cleveland walks you through principles that will remain with you throughout your career: the immutable laws and service dynamics that are part of any customer contact environment; what it takes to accurately forecast, staff and schedule; the tradeoffs between service level, agent occupancy, staff and costs; how service level and quality are highly interrelated; and, how to explain these principles to others in your organization and get them on board. Whether you are a new manager or a veteran in search of a dependable refresher, this session provides the essential knowledge and confidence you need to succeed!

Brad Cleveland

ICMI
Senior Advisor And Former President/Ceo

It’s highly likely that Brad Cleveland has worked with more contact center managers than any other person worldwide. He is passionate about helping organizations improve the effectiveness of their customer contact services, and has delivered keynotes, seminars and consulting services across 45 states and in over 60 countries. He has appeared in publications ranging from The New York Times to The Wall Street Journal, as well as on major television networks, NPR’s All Things Considered, and the in-flight programs of several airlines.

As former president and CEO of the International Customer Management Institute (ICMI), Brad and the ICMI team grew the firm into a trusted source of content for contact center professionals, eventually leading it to a highly successful sale to Think Services; he now serves as a Senior Advisor to the organization.

Brad is author/editor of eight books – including the profession’s most turned-to management book, Call Center Management on Fast Forward –and is recipient of an Amazon.com best-seller award.