ICMI's Customer Management Insight - September 2007 - (Page 30) M O P E R AT I O N S FROM THE EDITORS for directors, managers, analysts and supervisors ACCE Preview: Hot Topics for Discussion September is the month that ushers in the autumn season and a nostalgic desire to look to the past. For many of us, fall signals a time to stop and reflect on the year’s events and activities so that we can begin our planning for the upcoming year. That makes it the perfect time to get together with colleagues to discuss management techniques, top challenges, goals and accomplishments. As we gear up for the Annual Call Center Exhibition (ACCE) in San Diego this month, we’d like to take a look back over the past year to review where we’ve been. We’ve identified a significant number of issues, trends and challenges during the course of our research on contact center practices, all of which will be discussed in detail at the show. This special preview feature will look at some of the key findings of ICMI research conducted in 2007, and highlight the exciting events that you can expect to see at ACCE. The ACCE program is loaded with informative and interactive sessions, which cover an array of topics relevant to today’s busy call center environment. As always, networking opportunities abound with industry and Knowledge Exchange roundtables, site tours of local call centers and special receptions (and even a networking cocktail cruise!). We’re sure that there will be plenty of conversation about new tools, technologies, applications and solution providers taking place during the event. We encourage you to take some time to wander around the show floor and visit the exhibitors’ booths. There are more than 80 companies exhibiting this year, featuring an assortment of products to meet your operation’s needs. Everyone loves a winner — and if you like hearing about top-performing contact centers, be sure to attend ICMI Membership’s Global Call Center of the Year Award Luncheon where this year’s award winners will be unveiled. (See page 38 to read about last year’s winners.) If you want more details about global best practices, check out the Global Forum, hosted by ICMI President Brad Cleveland. Brad will interview the award winners (present and past) and experts from all parts of the world, illuminating what the best centers in different regions are doing right now, and why, as well as exploring their plans for future development. It’s a daylong event sponsored by Customer Management Insight icmi’s insight www.icmi.com | SEPTEMBER 2007 30 http://www.icmi.com
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.