ACCP (Association of Customer Contact Professionals) is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. Our membership consists of organizations of all sizes, from a variety of industries - including manufacturing, healthcare, financial, out source, legal, technology, staffing and more. We have first and third-party focused members, including telemarketing, call centers, collections, customer service facilities, help desks, client retention, etc.


  • When: Thursday, June 20th, 2019, 11:30AM - 1:00PM
  • What: Briova Rx – Large Contact Center Operations
  • Presenters: Shawn Hoy - Director, National Patient Care Operations
  • Where: Briova Rx
  • 6800 W. 115th St., Overland Park KS 66211
    • There is an OPRx street marker on the right-hand side of the entrance to the site at Glenwood and 115th St. Please note that Briova shares building space and parking with the Black & Veatch company, so you will see signage for this group as well. Parking garage will be to the left as you enter the circle drive.
  • NOTE: Please bring a photo ID. Upon arrival, check in at the security desk to receive your access badge.
  • Who: Open to members, non-members and guests
  • Cost: No Charge. Sponsored by Briova Rx.
  • RSVP: Respond to your Pingg invitation or send an email to any ACCP 
               board member (see "Contact" tab on


Overview of scale, scope, technologies and agent metrics used in Briova Rx contact centers & site tour.

Host BIOs:

Shawn has 25+ years of customer service experience in telecommunications, financial services and health care.  His background includes senior leadership positions with inbound customer contact centers, all aspects of account receivable collection management and extensive experience managing vendor outsourcing.   Shawn has served on the Board for the ACCP for the last 10 years.


    • 11:30 - Check in, network, and grab lunch
    • 11:45 - Welcome & Board Introductions
    • 11:50 - Introductions: Name, company, and title
    • 12:00 - Upcoming events
    • 12:05 - Presentation
    • 12:45 – Site tour
    • 1:00 - Adjourn


Limit:  40


We are happy to share with you the link to the presentation document that Jill McCarthy presented at our December 2018 event at Union Station:

ACCP December Event: KCADC2018



What do you believe is the primary function of our association (ACCP)?

  • Networking with contact center organizations ~ 50%
  • Learning about industry trends and hearing what other companies do to make themselves better ~ 30%

What would you like to see to improve or add to your membership experience?

  • Online meetings or webinars
  • More Knowledge sharing of call center processes

How likely are you to refer a friend/colleague to join?

  • 85% of respondents were willing to refer some to the ACCP

How do you use the website or LinkedIn group?

  • 50% did not use the website or LinkedIn
  • When using the site it is mostly to see meeting times and content and to look up fellow member contact information

We are considering other platforms to communicate with our participants. Which of the following would you use/engage in to post information or get more information about ACCP?

  • 60% responded to they would use Facebook, the largest response
  • Others were Email, text, a phone application and LinkedIn

We are considering changes to our meeting format. Please rate your interest in the following 1 for the least interest and 5 for the most interest [Same meeting format at lunch]; [Breakfast meetings]; [Quarterly half day session]; [Annual full day Expo]; [Evening Networking event]

  • 53% liked the current meeting format
  • 30% liked having an Annual full day Expo
  • Breakfast and quarterly meetings did not score high on preference

What topics would you like to hear about?

  • Members presenting their contact centers and what they have had success with, struggle with and how they do what they do so well
  • Most successful call centers in our area and why. Leadership and how we be the best
  • How other managers manage their time day to day, management/supervisor structures in a call center setting and what works best, training and performance evaluation of agents
  • Future of contact centers AI uses in Service How to engage front-line employees Driving a customer-centric culture More how-to on coaching front line employees
  • Keeping in contact with remote employees
  • what training or classes might be looked upon by companies as an added value
  • Technology in the workplace. What works, what doesn't work?




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