ACCE 2012 Site Tour Line-up Revealed

ACCE 2012 Site Tour Line-up Revealed

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

COLORADO SPRINGS, Colorado, December 7, 2011 – 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 next year’s event. Taking place in Seattle, WA May 7-10, ACCE 2012 boosts an education-packed agenda featuring in-depth call center tours.

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

The following tours will all be offered on Monday, May 7th as part of the event’s All-Access or Premium 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. 

REI
REI provides gear and apparel for human-powered outdoor recreation, and with 3.5 million members, has become the nation's largest consumer co-op, returning the majority of profits to their members. The tour will focus on REI Direct Sales, which consists of up to 375 employees at peak times and accounts for over 1 million inbound and outbound phone calls, Live Help chats and emails per year, and plays an integral role in REI’s success by supporting its online and catalog customers.

BECU
With more than 725,000 members, over than $9.6 billion in assets, and 45+ locations, 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.

To find out more about ACCE 2012, click here.