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.
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.