ICMI ACCE 2010 Conference Program Helps Contact Center Professionals to Improve Center Performance

By Ubm Liveinternational Customer Management Institute icmi, PRNE
Tuesday, April 27, 2010

Annual global gathering for the contact center community to be held June 14-17 in New Orleans

COLORADO SPRINGS, Colorado, April 28, 2010 - Produced by The International Customer Management Institute (ICMI), the
ACCE Conference & Expo, the premier annual global gathering for the contact
center community, has announced its 2010 conference program. Taking place at
the Sheraton New Orleans Hotel in New Orleans on June 14-17, 2010, the event
will bring contact center professionals together to discover how to improve
center performance by better managing people and resources, improving
operations, and properly selecting and implementing technology.

ACCE 2010 will offer a comprehensive educational program, with a newly
added track, "Social Media in the Contact Center," and 90 percent new
content. Additional core programming tracks include "Improving Operational
Effectiveness," "Strategic Leadership in Action," "The Power of People," and
"Today's Technology - and Tomorrow's," Additionally, ACCE will include a full
day of pre-conference workshops addressing critical issues specific to
contact centers, and a post-conference program that includes the choice of a
full day workshop, hands-on lab, or small call center-specific summit.
Pre-conference summits are included with All-Access or Premium Conference
Packages, while an All-Access Package is needed to attend post-conference

"We are now living in a world that consists of more calls, more complex,
from more channels - with higher customer expectations and higher
consequences," said Joy Sobhani, Conference Director for ICMI Events. "With
this in mind we have created an educational program that addresses these
concerns and provides actionable solutions. The ACCE program contains the
critical information all individuals involved with contact centers need when
implementing new strategies within their contact centers."

Keynote speakers will include John Foley of CenterPoint Companies who
will present "High Performance Climb(R)" and Sally Hogshead, Speaker, Author
and Brand Innovation Consultant who will deliver "Fascinate! The Seven Secret
Triggers of Persuasion and Influence."

Session leaders and panelists will provide valuable insight into how to
improve a center's performance by better managing people and resources,
improving operations, properly selecting and implementing technology.
Best-practice case studies from leading organizations including Disney
Reservation Center, USAA, Allstate Financial, Bell Atlantic, and Chase.

In addition, top industry technology vendors will present their tools and
technologies in the ACCE 2010 Exhibit Hall at the event.

ACCE 2010 is presented by ICMI, one of the contact center industry's most
respected organizations. To register to attend this event, or to find out
more about the conference, media registration, and exhibition opportunities,
please visit www.icmi.com/ACCE2010.

About ICMI

The International Customer Management Institute (ICMI), celebrating its
25th anniversary in 2010, is the leading global provider of comprehensive
resources for customer management professionals - from frontline agents to
executives - who wish to improve contact center operations, empower contact
center employees, and enhance customer loyalty. 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 programs and
websites offer professionals in Interiors, Security, Venues, Customer
Management, Safety & Health and Facilities the ultimate experience in
learning, networking, and business development.

Rachel Levy, Event Marketing Manager, ICMI, +1-610-284-1220, rlevy at icmi.com

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