ICMI's ACCE Conference & Expo Announces 2011 Keynote Lineup: Dynamic Presenters Deliver Critical Information on Improving Contact Center Performance

COLORADO SPRINGS, Colo., March 29, 2011 /PRNewswire/ -- The ICMI ACCE Conference & Expo, the annual global gathering for the contact center community, has announced their keynote lineup. The event will take place at the Sheraton New Orleans Hotel in New Orleans, June 13-16, 2011.

"Keynote presentations are something we take very seriously at ACCE—carefully selecting those individuals whose credentials and insight speak to our audience's needs," said Laura Quinn, Event Manager for ICMI. "With that in mind, we are extremely proud to present Joseph Michelli and Erik Qualman this year. We feel strongly that the knowledge they'll impart will be extremely valuable to our attendees hoping to break new ground within their contact centers."

On Tuesday, June 14 at 8:30 AM, Joseph Michelli, speaker, author and organizational consultant, will deliver "Now More than Ever: The Importance of Customer Experience in a Tight Economy." In this inspiring keynote, Dr. Michelli presents buying trends that support adopting a cost-effective commitment to elevating service and customer experience. Building on data showing that even in these difficult times consumers will pay more for a better experience and leave because of a bad one, Dr. Michelli reveals how to craft an experience that targets customer retention and acquisition of your competitors' disgruntled clients. Attendees will walk away with a better understanding of how to make cost-conscious decisions that drive consumer loyalty and increase spending.

On Wednesday, June 15 at 8:30 AM, Erik Qualman, author and speaker will deliver "Socialnomics: It's a People Driven Economy, Stupid." In this insightful presentation, Qualman will illustrate how people are talking about products and services they like and how they're using Social Media to do it. Because of this, companies that provide the best customer service and products will prevail over companies with sophisticated marketing. Find out how companies are listening first and selling second, why social media isn't a fad but a revolution, and what this all means for customer service. Attendees will learn four key steps to success using social media to enhance your customer service initiatives.

Each year, ACCE offers dynamic solutions for organizations of all sizes facing challenges within their contact center. Presentations cover topics such as employee attrition, customer complaints, poor agent performance, and workflow issues  ACCE sessions are geared towards inspiring professionals to hone their skills for training their teams, understanding the customer experience through various channels, choosing the right technology and more.

The event will address the needs of all contact center professionals, including:

• Senior Level VPs and Directors who are accountable for strategic planning and alignment
• New and Experienced Managers responsible for operational and tactical plans
• Team Leaders and Supervisors in charge of day-to-day operations, coaching and monitoring
• Analysts who require a fundamental understanding of industry principles
• CIOs who desire financial improvements from enhanced call center operations
• CTOs who require integration of call center strategy with other internal departments
• Customer Support Professionals who need to acquire new skills for their everyday jobs

ACCE 2011 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 http://www.icmi.com/ACCE2011.

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.

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 and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.

SOURCE International Customer Management Institute (ICMI)/UBM Live

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