ICMI's ACCE 2013 conference for call center professionals was a customer service extravaganza and a terrific learning experience (see my re-cap here). 

One of the best features of the conference was the Thought Leaders Discussion Table. It consisted of a rotating group of panelists who engaged in fifteen minute, freeform discussions on a variety of call center topics ranging from technology to social media. 

I was fortunate enough to moderate the first three panels:

Panel #1
Panelists included Tiffany LaReau of Human Numbers, Todd Hixon of Intuit, and Bob Furniss of Bluewolf. They kicked things off right with a great discussion on social media.

 

Click here if you can't see the video.

Panel #2
Panelists included Katy Wild of Freeman, Ben Paganelli of VIA Unlimited, and Lou Paduto of Satori Software. Incidentally, Lou and I will be co-facilitating a webinar on reducing call center stress on Thursday, June 20.

Click here if you can't see the video.

Panel #3
Panelists included Clare Wenham of New Voice Media, Tristan Barnum of Telcentris, Ruben Moffett of TantaComm, and Dave Bethers of TCN. And yes, astute readers will recognized that a story from Clare Wenham helped inspire my post on how companies are training customers to complain via Twitter.

Click here if you can't see the video.