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.
According to the Temkin Group, highly engaged employees are 5.3x more likely to make a recommendation about an improvement and 4.7x likely to do something good for the company even if it is not expected of them. This session will focus on the various facets of creating a positive employee experience which ultimately leads to engaged employees and a positive customer experience. Attendees will leave with at least one actionable takeaway they can implement when returning to their offices.Speaker BIOs:
Mark is a Customer focused Contact Center Industry Professional with over 25 years in contact centers spanning multiple industries to include client management, quality assurance, contact center leadership, and workforce management. Current President for The Austin Contact Center Alliance (ACCA) and Board Member for the South Central Chapter of The Professional Association of Customer Engagement (PACE). Mark launched Brohawk Solutions, LLC. in August 2018 to focus on working with small to mid-size contact centers looking to improve operational efficiencies, employee engagement, and ultimately leading to an improved customer experience. Mark lives in Round Rock, Texas with his girlfriend, two dogs, and an infant girl they are foster parents to.