Case Studies at ACCE 2010

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Learn how these top organizations have succeeded in implementing new strategies within their contact centers.

	Session 104: Performance Management Tools (Chase)

	Session 106: Way Cool Call Center Series: How Intuit Uses Social Media to Drive Savings and Customer Loyalty (Intuit)

	Session 203: The J.D. Power Top 25 Call Center Brands: How #1 Ranked USAA Wows Its Members (USAA)

	Session 204: Driving Change at the Executive Level with Speech Analytics (Bell Canada)

	Session 301: Way Cool Call Center Series: NTTA Lets Customers Coach Reps (The North Texas Tollway Authority)

	Session 304: Disney Reservations Center "Surprises and Delights" Guests With Chat (Disney Reservations Center)

	Session 402: Using Real-Time Customer Feedback to Improve Customer Service and Save Money (Cellular South)

	Session 405: How Agents and Trademark Attorneys Collaborated to Improve Email Service Quality (Trademark Assistance Center of the USPTO)

	Session 406: Shift Your Culture and Move beyond Service to Great Customer Experiences (Northwestern Bank)

	Session 502: A New View for Customer Service Quality (NCCI Holdings)

	Session 504: How Allstate Uses Speech Analytics to Reduce Costs & Improve Caller Satisfaction (Allstate Financial)

	Session 506: Customer Experience Management Involves Everyone – Including Your Back Office (W. W. Grainger)

	Session 601: Successfully Incorporating Home Agents into Your Staffing Mix (LSA Global)

	Session 606: Best Practices in Multi-Channel Contact Center Management (CEZ)