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

    Event to feature new pre-conference summits for small call centers, and
    call centers serving the financial services and healthcare industries

    PRINCETON, N.J., Sept. 9 /CNW/ -- 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

    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

    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


For further information:

For further information: Rachel Levy of Think Services, +1-609-759-4738, Web Site:

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