-13, 2006
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washington state convention
& trade center
>
seattle, washington
> >
Join the universal celebration with contact center industry peers and leaders at the third annual call center exhibition

< <
Now EvEN
MorE
rEasoNs
to
attENd
iN 2006
The International Customer Management Institute
is proud to present the
third annual Call Center exhibition. Over the past two years, ACCE has
become the place where the global contact center community comes together
to learn from experts, share experiences with peers, and just have fun!
As always, you can count on the
Knowledge Exchange conference at
ACCE to provide quality education and timely, practical tips to improve
your centers performance. Our distinguished faculty will present seven
concurrent tracks of programming, allowing a diverse group of delegates to
customize a program that meets their individual needs. ACCE also features
the
largest exhibition of contact center solutions in the country, keeping you
up-to-date on the latest products and services available on the market.
Weve also added a host of
NeW features to enhance your ACCE experience:
Our
pre-show Community Site makes it easy for conference delegates to
find others with similar interests, and provides a forum for peer-to-peer
sharing long before the event begins.
Two
Solutions Showcase theaters provide educational opportunities
to all ACCE attendees. Programming includes real-world case studies,
advice from industry experts, and discussion groups on the hottest
topics from the Knowledge Exchange conference sessions.
The
Call Center Cartoon Exhibit adds a bit of levity to your time in the
exhibit hall. Vote for your favorite and you just might win it!
ICMI is committed to serving the ongoing needs of this dynamic industry,
and the time we spend with the dedicated and enthusiastic group of
customer management professionals who attend ACCE is a true inspiration
for our work throughout the year. We hope youll join us in Seattle.



> >

Register now at www. ACCEicmi.com or
>
>>
Exhibit Hall Hours
Monday, September 11
>
5:00pm - 7:00pm
Tuesday, September 12
>
9:30am - 5:30pm
Wednesday, September 13
>
10:00am - 2:00pm
I attended ACCE last year and
came back because it was
so good. The conferences
are so strong, you make
it hard to choose which
sessions to attend.
Vicki Timmerman Blythe
Manager, Yellow
Transportation

> >
Join the universal celebration with contact center industry peers and leaders at the third annual call center exhibition

< <
I really enjoyed the quality of
content and speakers at ACCE.
John Baker, IT Director
Quest Diagnostics Incorporated
>>
Registration Hours
Monday, September 11
>
7:00am - 7:00pm
Tuesday, September 12
>
7:00am - 5:30pm
Wednesday, September 13
>
7:30am - 2:00pm

>

Call 800-441-8826 or
>

415-947-6130


 In an industry that thrives on change
-- changing customer demands, contact
channels, technologies, performance
metrics, staffing needs, etc. why
should contact center conference keynote
presentations always be the same?
If you cant wait to hear another
impassioned speech about emerging
technology trends and the critical role
that contact centers play in building
relationships and revenue, DO NOT
attend this years opening keynote. If,
however, youd like to laugh out loud,
drop your jaw, fall off your seat and fail
to blink while witnessing just how much
delightful levity and outright hilarity can
be found in the challenging and exciting
job you do every day, then we suggest
getting up early and grabbing a seat in
one of the first few rows.
Join us as industry guru, author and ICMI President Brad
Cleveland emcees what can best be described as a unique
experience in Contact Center-tainment: 60 minutes of
skits, sketches, satire and songs performed by our brilliant
Not Ready For Real Time acting troupe -- that honor our
dynamic industry and your paramount role in it, while at
the same time playfully poking fun at the high hurdles and
daunting challenges that come with the territory in the call
center profession.
It will be an entertaining and educational adventure
in contact center comic relief where nothing is safe from
parody. Watch as customer service is satirized; monitoring
is made fun of; KPIs are KO-ed, and
management is mocked. Consider it a
refresher course on taking your job
seriously but yourself lightly.
Looking for best practices?
Well, youd best practice catching
your breath, for this very fresh and
fast-paced keynote is sure to have
you exhaling laughter and cheers
non-stop. It is also going to fill you
with enthusiasm -- enthusiasm to
take advantage of the overwhelming
amount of knowledge, networking
and actionable ideas offered at what
promises to be our best ACCE ever.
Brad Cleveland is recognized as one
of the worlds foremost authorities on
call center management and performance improvement. He
is president of ICMI, and has worked with organizations in 40
states and 45 countries. A popular speaker and consultant,
he has appeared in publications ranging from The New York
Times to The Wall Street Journal, as well as on major television
networks and the in-flight programs of several airlines. His
clients have included small startups, national governments,
and multinational corporations. Brad is author of Call Center
Management on Fast Forward, which received an Amazon.com
best-selling award (a completely revised update is coming out
this year). He is also author of ICMIs Call Center Management
Dictionary and is co-editor of ICMIs influential handbook/study
guide series of books on call center management and leadership.
>>

Keynote Presentations
<<

o p e n t o a l l

>

w i t h y o u r f r e e e x h i b i t h a l l p a s s



> >

Register now at www. ACCEicmi.com or
>

Tuesday, sepTember 12Th
>
8:30am-9:45am
the Far(ce) side of Customer Contact:
a Call Center revue >>

Keynote Presentations
<<
o p e n t o a l l

>

w i t h y o u r f r e e e x h i b i t h a l l p a s s
Wednesday, sepTember 13
>
9:00am - 10:00am
Multimedia tour of an
award-winning Call Center
paNEl
presenTed by: Jody berger, managing direcTor, cusTomer
operaTions; michelle FolleTTe, direcTor, porTland cusTomer
conTacT cenTer; and scoTT heagy, direcTor, WasaTch
cusTomer collecTions cenTer, paciFicorp managemenT Team
Dont miss this ACCE-exclusive! Through the miracle of multimedia, well take you hundreds of
miles away to visit ICMIs 2005 Global Call Center of the Year, without ever leaving your seat
in Seattle. Youll tour their facilities, see the technology that underpins their success, and meet
the people from top to bottom who make it work so well, including the most important people in
the call center - the ones who answer the phones. Well have the management team live and on
stage, and then you can sit down with them afterward to ask questions and share ideas. Open to
all attendees, this is the best site tour youll ever take without getting on a bus!
> discussion group To FolloW in The soluTions shoWcase TheaTer 10:00am-10:45am
Wednesday, sepTember 13
>
3:30pm - 4:30pm
we all speak the
same language in Call Centers
inTeracTive panel discussion WiTh
disTinguished inTernaTional delegaTes
Call centers, more than ever, are a global industry,
and many of the worlds best centers have gathered
here at ACCE. Weve asked a select few of our
distinguished international delegates to share their
perspective on the trends and changes affecting call
centers in their parts of the world. Join us for this
unique opportunity to bring the world of call centers
together in one place!

>

Call 800-441-8826 or
>

415-947-6130



monday, sepTember 11
swpp regional Meet
1:30pm - 4:45pm
(separaTe regisTraTion required)
Make sure your workforce managers dont miss this
networking opportunity to advance their professional
development. Join the Society of Workforce Planning
Professionals (SWPP) to share the issues of the day with
their peers. For more information or to register visit www.
swpp.org or call 877-289-0004.
Wednesday, sepTember 13
special interest Group roundtables and
Continental Breakfast
8:00am - 9:00am
sponsored by:
Rise and shine and join industry leaders and peers at a
breakfast like no other. Fuel up your body and mind. Join in
stimulating conversations, share your successes and find
answers to issues. This is one valuable event you wont
want to miss! Youll take away some new ideas and make
some new resourceful industry relationships.
wElCoME!
Evening reception on the show Floor
monday, sepTember 11
>
5:00pm-7:00pm
sponsored by:
Join in the celebration for the opening of ACCE on the show
floor. Network with peers and leaders while having a bite to eat
and a fancy drink. Join in the fun, and take advantage of the
first opportunity youll have to network and test-drive the latest
ind