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SOURCE International Customer Management Institute (ICMI)/UBM Live
Starbucks, Alaska Airlines, BECU, and Virginia Mason Medical Center to offer behind-the-scenes view of leading call center operations, staffing, and strategy
COLORADO SPRINGS, Colo., March 13, 2013 /PRNewswire/ -- The International Customer Management Institute (ICMI), producer of ACCE, the global gathering for the contact center community, has announced the leading organizations that will offer call center tours to event attendees at this upcoming event.
Taking place in Seattle, Washington from May 13-16, 2013, Annual Call Center Exhibition (ACCE) boosts an education-packed agenda featuring in-depth call center tours, along with top education, extensive networking, an exhibit hall, and an awards program and dinner. [View a 2-minute video highlighting last year's ACCE here.]
"Our attendees consistently seek best practices that they can implement in their own centers," said Patty Caron, Event Manager for ICMI. "We're excited to once again offer site tours of organizations that demonstrate best practices, and exemplify superior customer service."
The following tours will all be offered on Monday, May 13th as part of the event's All-Access (4-day) or Premium (3-Day) Package:
This tour will highlight Starbuck's unique approach to providing Human Resource services in a contact center of excellence model, from answering pay inquiries to managing complex employee relations issues. Their contact center team supports over 100,000 customers – Starbucks employees – throughout the U.S. and Canada.
Alaska Airlines prides itself on a culture of integrity, caring, resourcefulness, professionalism and spirit. This tour will highlight how their call center agents and leadership staff provide a level of service that has helped them to win the JD Power award for 'Highest Customer Satisfaction Among Traditional Network Carriers in North America,' for Five Years in a Row.
With more than 800,000 members and over than $10.8 billion in assets, BECU is the largest credit union in Washington - and one of the top five financial cooperatives in the country. The Member Care Contact Center consists of 200 employees located in two sites with over 40 remote, work-from-home agents.
Virginia Mason Medical Center
This private, non-profit organization includes a large, multi-specialty group practice of nearly 500 physicians, offering both primary and specialized care. The Call Center - designed in 2001 from the ground up - successfully handles appointment-related inquiries for ambulatory services at all 8 neighborhood clinics.
ACCE 2013 is presented by ICMI, one of the contact center industry's most respected organizations.
To register to attend this event as press, or to conduct an interview with event speaker(s), contact Rachel Ostafi at email@example.com or 267-239-4574.
To register to attend or exhibit at this event, or to find out more, please visit www.icmi.com/ACCE.
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. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com.
ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.
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