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Global Gathering for Contact Center Professionals to Focus On 'Thinking Forward - The Power of the Customer Experience' at ICMI's Annual Call Center Exhibition Conference and Expo, Oct. 5-9 in Las Vegas
Date:9/9/2009

PRINCETON, N.J., Sept. 9 /PRNewswire/ -- From October 5-9, contact center professionals from around the globe will converge at Las Vegas' Mandalay Bay Convention Center to attend the sixth annual 2009 ACCE Conference & Expo.

Produced by the International Customer Management Institute (ICMI), this year's event will focus on "Thinking Forward - The Power of the Customer Experience." Intensive, daylong pre-conference summits for financial services and healthcare contact centers, or centers with 50 or fewer seats have been added to this year's lineup. Pre-conference summits are included with All-Access or Premium conference packages.

ACCE 2009 will feature seven concurrent tracks of programming focusing in four key areas: people management, operational effectiveness, strategy and leadership, and technology.

"The ability to customize a program from a broad range of sessions provides universal value and appeal," said Joy Sobhani, Conference Director for ICMI Events. "Whether you're involved in contact centers, customer service, customer relationship management, help desks, channel support, human resources, marketing, business intelligence, customer data integration, enterprise services or IT/telecom, there's truly something for everyone at ACCE."

Keynote speakers will include author and psychologist Dr. Janet Lapp ("Leading at the Edge of Change"); Scott Deming, president, Scott Deming's ESP ("Creating the Ultimate Customer Experience"); and Lane Becker, president and co-founder, Get Satisfaction ("The Age of Social Media: Customer Service is the New Marketing").

Session leaders and panelists will address the challenges facing the call center industry and cover such topics as measuring contact center effectiveness, call monitoring and customer satisfaction. Best-practice case studies from leading organizations including Medco Health, H&R Bl
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SOURCE Think Services/International Customer Management Institute (ICMI)
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