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2010 ACCE Wrap Up

2010 ACCE Wrap Up

ICMI Attracts Nearly 800 Contact Center Professionals to ACCE 2010 Conference & Expo in New Orleans; Event Arms Attendees with New Tools for Improving Contact Center Performance and Customer Experience

Colorado Springs, CO --- June 24, 2010 --- The International Customer Management Institute (ICMI)
today announced the successful wrap up of the 2010 ACCE Conference & Expo, the annual global gathering for the contact center community, which was held in New Orleans, June 14-17, 2010. The event brought together nearly 800 contact center professionals to discover how to enhance call center performance by better managing people and resources, improving operations and properly selecting and implementing technology. Attendees left the event with renewed focus on how to add more value to their contact center and ultimately improve their customer experience.

ACCE will be returning to New Orleans again in 2011, taking place June 13-17.

Event highlights included:

  • Programming in five core areas: “Improving Operational Effectiveness,” “Strategic Leadership in Action,” “The Power of the People,” “Today’s Technology and Tomorrow’s” and “Social Media in the Contact Center”
  • 90 percent new content
  • Case studies from top organizations, including USAA, Disney Reservation Center, Allstate Financial, Bell Atlantic, and Chase
  • A speaker line-up of seasoned call center executives and industry experts
  • An Exhibit Hall featuring the latest tools and services providing effective contact center solutions
  • Announcement of the winners of the Global Call Center of the Year Awards: Capital One and Transcore.
  • The presentation of the winning videos from the ACCE 2010 Video Contest

Keynote speakers included John Foley of CenterPoint Companies presenting “High Performance Climb®,” drawing upon his experience as a lead solo of the Blue Angels to describe how companies and individuals can achieve substantially higher levels of performance; Sally Hogshead, speaker, author, and Brand Innovation Consultant with, “Fascinate! The Seven Secret Triggers of Persuasion and Influence;” and Patrick Morrissey, Vice President, Strategic CRM Partners of salesforce.com presenting “Customer Service in the ‘Twitter’ First Century.”

"We’re thrilled with the success of this year’s ACCE Conference & Expo,” said Joy Sobhani, Professional Development Director for ICMI. “The conference program attracted contact center professionals from across the country, while the Expo floor was filled with attendees exploring innovative technology solutions. From the prominent keynote speakers to the special events, the event was well received from the point of view of attendees, exhibitors and sponsors alike.”

The ACCE 2010 video contest focused on the theme “Call Center Best Practices.” Top honors were awarded to Hot Topic, Inc., Orrick and Northwestern Bank. A five-member panel of customer service industry experts judged the videos on how well they supported the theme, along with creativity and originality. “The creativity and imagination—intertwined with solid experience, proven success, and humor—displayed in all of the nominated videos illustrated just how dynamic the call center industry is,” added Sobhani.

ACCE 2010 also partnered with the Beacon of Hope Resource Center in a “Restore New Orleans” project to help rebuild New Orleans neighborhoods impacted by Hurricane Katrina. On Sunday, June 13, ICMI staff and ACCE attendees and exhibitors volunteered to help damaged areas with landscaping, painting, and other activities. “Giving back to the community is a high priority for ICMI,” said Sobhani. “We were excited to work with Beacon of Hope to help in some small way to improve the lives of the residents of New Orleans. We were amazed at how much damage still exists, yet the residents have come through this ordeal with spirit and passion. It was a pleasure to work with them on this project.”

ACCE provides valuable insight into how contact center professionals can improve their service center’s performance by better managing people and resources, improving operations, properly selecting and implementing technology, and more. ACCE 2010 was presented by ICMI, one of the contact center industry’s most respected organizations.

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, awards and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.