ACCE 2013 Site Tour Line-up Revealed

Starbucks, Alaska Airlines, BECU, and Virginia Mason Medical Center to offer behind-the-scenes view of leading call center operations, staffing, and strategy

COLORADO SPRINGS, Colorado, March 13, 2013 – The International Customer Management Institute (ICMI), producer of ACCE, the global gathering for the contact center community, has announced the leading organizations that will offer call center tours to event attendees at this upcoming event.

Taking place in Seattle, Washington from May 13-16, 2013, Annual Call Center Exhibition (ACCE) boosts an education-packed agenda featuring in-depth call center tours, along with top education, extensive networking, an exhibit hall, and an awards program and dinner.

“Our attendees consistently seek best practices that they can implement in their own centers,” said Patty Caron, Event Manager for ICMI. “We’re excited to once again offer site tours of organizations that demonstrate best practices, and exemplify superior customer service.”

The following tours will all be offered on Monday, May 13th as part of the event’s All-Access (4-day) or Premium (3-Day) Package:

Starbucks
This tour will highlight Starbuck’s unique approach to providing Human Resource services in a contact center of excellence model, from answering pay inquiries to managing complex employee relations issues.  Their contact center team supports over 100,000 customers – Starbucks employees – throughout the U.S. and Canada. 

Alaska Airlines
Alaska Airlines prides itself on a culture of integrity, caring, resourcefulness, professionalism and spirit. This tour will highlight how their call center agents and leadership staff provide a level of service that has helped them to win the JD Power award for ‘Highest Customer Satisfaction Among Traditional Network Carriers in North America,’ for Five Years in a Row.

BECU
With more than 800,000 members and over than $10.8 billion in assets, BECU is the largest credit union in Washington - and one of the top five financial cooperatives in the country. The Member Care Contact Center consists of 200 employees located in two sites with over 40 remote, work- from-home agents.

Virginia Mason Medical Center
This private, non-profit organization includes a large, multi-specialty group practice of nearly 500 physicians, offering both primary and specialized care. The Call Center - designed in 2001 from the ground up - successfully handles appointment-related inquiries for ambulatory services at all 8 neighborhood clinics.

ACCE 2013 is presented by ICMI, one of the contact center industry’s most respected organizations.

To register to attend this event as press, or to conduct an interview with event speaker(s), contact Rachel Ostafi at [email protected]   or 267-239-4574.

To register to attend or exhibit at this event, or to find out more, please visit www.icmi.com/ACCE .