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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

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 Block, Delta Dental and Southwest Airlines will also be presented.

Finally, top industry vendors will be presenting their tools and technologies in the ACCE 2009 Exhibit Hall at the event.

For more information or to attend the 2009 ACCE Conference & Expo, visit For details on exhibit and sponsorship opportunities, contact Jody Kudless, sales manager, at +1.732.252.9740 or

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. 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.

About Think Services

Think Services connects specialized communities worldwide using educational events, consulting, training, certification, membership, and innovative media. Providing comprehensive opportunities for people to learn from, network with, and inspire each other, Think Services builds strong brands and works within communities to foster a unique affinity with its products and services. The division's flagship products include the Game Developers Conference, the Webby Award-winning, Game Developer magazine, the International Customer Management Institute (ICMI), and HDI. Think Services is a subsidiary of United Business Media, a global media and marketing services company with a market capitalization of more than $1.6 billion. To learn more, visit

SOURCE Think Services/International Customer Management Institute (ICMI)
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