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 Join us this September in Phoenix for the most important celebration of the contact center industry: ACCE 2008. Last year, more than 1700 contact center professionals – representing over 40 countries and all 50 states – came together to experience what has become the true global gathering place for the contact center industry.
Nowhere else will you:
- Experience top quality education and timely, practical tips to improve your call center’s performance
- Network with industry peers in a targeted fashion enabling you to make the connections that will help grow your business
- Engage with the largest exhibition of contact center solutions in the country
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Read more... [The Place For Industry Professionals Who Are Serious About Customer Service]
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Please help us to choose a winner in the ACCE 2008 & Toonblogs.com Contact Center Cartoon Caption Contest. The judges have made their choice for the top 3 caption submissions...now it's your turn to let us know YOUR favorite! The finalists are: 1) Now where did I put that note about the call center going to a paperless office? 2) Hello IT Support? I think there is a problem with the new "Screen-Pop" Application 3) Darn - what was that last process change? I know I made a note of it! CLICK HERE TO VOTE TODAY!
The winner will be announced on-site at ACCE 2008 on or about September 16th, 2008 and will receive the GRAND prize… a full conference pass to any 2009 ICMI contact center event in the United States, plus round-trip economy air travel to and from the event from the major airport nearest the winner’s residence. All finalists will receive a print of the cartoon, with their respective caption, signed by the artist who drew the cartoon. |
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Read more... [VOTE TODAY! ACCE 2008 & Toonblogs.com Contact Center Cartoon Caption Contest]
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 Guest Blogger: Jim Grace, Senior Consultant, ICMI and ACCE 2008 Speaker
First Contact/First Call Resolution (FCR) has risen to the forefront of contact center performance metrics, causing centers to rethink (and revamp) how performance and success is evaluated. In his blog “First Call Resolution & Workforce Management: Why these topics will be critical at ACCE 2008”, Brad Cleveland, President of ICMI, highlighted some key lessons learned through implementation and administration of FCR and related metrics. There is no debating the merit of FCR as a powerful metric, but you must truly understand what the metric means, how to measure it, and the impact to your specific organization.
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Read more... [First Contact Resolution: Great Principal, Hard to Apply]
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 Guest Blogger: Drew Daly, Sr. Sales Director, World Travel Holdings, and ACCE 2008 Speaker
Without a doubt, the fastest growing trend within the business world is creating a virtual work at home solution. This is one area that I am personally very excited about. Throughout my career I have had the opportunity to test some techniques relative to managing and motivating remote employees. Over the years there was a lot of trial and error and the end result for my team and I are some pretty concrete Best Practices for leading Virtual teams. |
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Read more... [Leading Virtual Teams: Challenges and Best Practices]
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 Guest Blogger: Lori Bocklund, President, Strategic Contact, and ACCE 2008 Speaker
There is a lot of doom and gloom about the economy and a variety of other topics out there if you want to find the bad news. I’m going to focus on the good news in this little blog, in the hope that it will get you to come to ACCE conference sessions – yes, even some technology sessions – with a positive outlook and an expectation that you will have fun learning!
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Read more... [Technology Can Be Fun!]
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 Guest Blogger: Anne Nickerson, President, Call Center Coach LLC and ACCE 2008 Speaker
Supervisors are our unsung heroes of the call center. Supervising employees demands time, energy, commitment and skill. They are accountable to managers requesting better productivity, stakeholders wanting improved results, and employees asserting their needs and the customer, always, deserving more. |
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Read more... [Supervisors -- The Unsung Heroes of the Call Center]
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 Guest Blogger: Brad Cleveland, President, ICMI
First-call resolution (FCR) is becoming an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. |
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Read more... [First Call Resolution & Workforce Management: Why these topics will be critical at ACCE 2008]
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 ICMI’s Call Center “Insight” Tours are unlike any others. Far more than casual visits, these tours are educational opportunities to learn about all aspects of another call center’s operations. With your experienced ICMI leader as your guide, you’ll learn what to look for in a call center, what questions to ask, and how to find the take-aways that you can apply to your own call center. We know you’ll find these site tours fun, inspiring and truly educational. They are sure to be a highlight of your conference experience!
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Read more... [ICMI Call Center "Insight" Tours]
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 Featuring Keith Ferrazzi, Chief Executive Officer, Ferrazzi Greenlight, Inc.. Tuesday, September 16 • 9:15am - 10:30am.
No matter what you aspire to in the short- or long-term, career success requires relationships. Simply put, you can’t get there alone. |
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Read more... [Secrets to Career Success: One Relationship at a Time]
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 Featuring Joel Zeff, Humorist, Motivational Speaker and Author of Make the Right Choice. Wednesday, September 17 • 9:15am - 10:30am.
Most corporations know they need fun, they just don’t know how or where to find it.
In this high-energy keynote, Joel Zeff will focus on reducing stress, increasing creativity and creating a renewed passion for our jobs. |
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Read more... [The Strength of Laughter: Energizing your Spirit with Humor]
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