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.
Some businesses will do everything they can to make sure their customers are satisfied. In many cases, customer satisfaction is the gateway to repeated business, as well as new business based on referrals. But in today’s world, there are tools now available that allow for these businesses to see the metrics behind customer satisfaction. In the call center, it’s not only important to make sure their representatives are performing at their highest levels, but it’s also vital to gauge what the customers, themselves, are saying. How we piece these metrics together enables us to create exceptional customer experience.Host BIOs:
Dan joined Voice Products in August 2016 primarily focusing on small-to-midsize business solutions and the NICE suite of Workforce Optimization Products. Dan hails from Wichita, Kansas although he’d argue that he’s a Texan, as well, only returning to Wichita after 18 years in Dallas. He attended Wichita State University and while in school, gained valuable experience in the contact center environment - specifically in the quality assurance domain. He enjoys his free time playing golf, spending time with his family and working on DIY home renovation projects.
Lynne has 16+ years of Contact Center experience. She is celebrating 6 years with NICE as a Partner Manager and a
strategic partner of Voice Products. Prior to joining NICE, she was with Aspect for 10 years as a mid-market sales executive. Lynne has been involved in technology starting with a degree in MIS from the University of North Texas. She has had various technology roles including a SAP programmer, pre-sales engineer, contact center agent and now focuses on NICE Workforce Optimization and suite of Contact Center products. Lynne is an Airforce Brat… she was born in France and has lived in eight US states. She currently resides in Chattanooga, Tennessee and has a 12-year old son.
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