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, May 17, 11:30AM - 1:00PM
  • What: Attracting and retaining employees – a structured approach
  • Presenters: Laura Kleekamp, Deluxe Corporation
  • Where: Deluxe Corporation - McSweeney Room
    16505 W. 113th St., Lenexa KS 66219
  • NOTE: Please allow extra time to check in at the security desk, and to be escorted to the conference room. No cell phones, cameras or other recording devices allowed in work areas.
  • Parking: Side of building
  • Who: Open to members, non-members and guests
  • Cost: Free. Lunch sponsored by Deluxe
  • RSVP: Respond to your Pingg invitation or send an email to any ACCP 
               board member (see "Contact" tab on


Agent retention is a perennial issue in most contact centers, and Deluxe was no exception. After trying different strategies to move the needle, Deluxe partnered with Adams Gabbert & Associates to analyze the data on its talent pool and largely millennial workforce. Using a structured framework from Adams Gabbert to identify key challenges in the employee lifecycle, Deluxe implemented tactics to address the challenges, and successfully improved agent retention. Come to the program to learn more about how they did it, and the specific results.

Speaker BIOs:

Laura Kleekamp is an executive leader with 30+ years of experience in customer contact and business process. She is currently director- workforce & channel optimization with Deluxe Corporation, providing various personalized products and services to small businesses, financial institutions, and consumers. Prior to joining Deluxe, Laura held customer strategy and customer service leadership roles in the telecommunications industry and a global consulting firm.


    • 11:30 Check in, network, and grab lunch (all)
    • 11:45 Welcome & Board Introductions (Laura)
    • 11:50 Members and Potential Members Introductions:
    •           – name, company, and title (All)
    • 12:00 Upcoming Events & Introduction of Presenter (Bret)
    • 12:05 Presentation
    • 12:45 Site Tour
    • 1:00   Adjourn
Limit:  50

We are happy to share with you some links to documents that were mentioned during the APRIL'18 event on Robotic Process Automation.


Robotic Automation Quick Start: QuickStart


Proof Of Concept Offer: POC






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