I've enjoyed my week at ACCE 2009 in Las Vegas. I presented a half-day workshop on "Building an Effective QA Form" and appreciated the great participation and the kind response from attendees. While I've been tweeting up a storm from various sessions (you can follow me @tomvanderwell), it's taken me some time to sit down and write a post.
A couple of personal highlights:
- Congratulations to American Express UK for winning ICMI's call center of the year award!
- Contact Solutions motivated everyone to tweet up during the week.
- I personally thought a few speakers fell in the "entertaining concept, no practical value" category, but I was pleased to connect with Bob Furniss who "leads with the heart" and is passionate about making a measureable difference.
- While the call monitoring hard hitters were present with their "we can do everything and have the price tag to prove it" software, I was intrigued to hear how CXM is trying to make call monitoring affordable for the little guys.
- Patrick Morrissey of Salesforce had an exceptional presentation and made an engaging case for why their web-based Service Cloud, which helps clients track customer engagement with social media, is an important part of cutting edge customer service.
- It was great to meet Dustin Hou of ICMI China, and to learn about the excitement around the growing call center industry in China.
Most of all, it was great to network with some real call center pros who are passionate about their employees, their customers and making "quality" more than a buzzword. These exceptional professionals include, but are certainly not limited to Karen Reilley (MonaVie), Eddie Rios (Governor's University), G. Randall Sherwin (Beachbody), Tiffani Doherty (Progressive), Jennifer Fitzherbert (Virtual-Agent Services), Richard Gasbarro (APC), Michael Wishnick (AP), and Cindy Sheridan (Lincoln Military Housing).