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, November 15, 2018, 11:30AM - 1:00PM
  • What: Contact Center Leader Panel Discussion
  • Moderators: Vince Fulgenzi & Michelle O’Brien – Vitec, Inc.
  • Panel:
    Shawn Hoy – Director, National Patient Care Operations at BriovaRx
    Brain Dampman – Chief Operating Officer at ACQ Holdings, LLC
    Kim Prange – Director of Operations at Alliance Data
    Bret Collins – Director TriWest Healthcare Alliance
  • Where: Hereford House (Meeting room located upstairs to your right).
    5001 Town Center Drive, Leawood, KS 66211
  • Parking: Front of building
  • Who: Open to members, non-members and guests
  • Cost: Lunch sponsored by Vitec, Inc.
  • RSVP: Respond to your Pingg invitation or send an email to any ACCP 
               board member (see "Contact" tab on


Panel discussion on Contact Center best practices from millennial engagement to work from home success.

Speaker BIOs:

Vince Fulgenzi

With a steadfast resolve and what could only be described as a crazy entrepreneurial gleam in his eye, Vince Fulgenzi threw open the doors at Vitec in 1989 and has never looked back. He cut his teeth, as a business owner, on voicemail/voice processing systems and put Vitec on the map as a contact center expert. Vince is a trusted advisor for centers around the globe. He is called upon to counsel on improving effectiveness and efficiencies of customer contact enterprises.

Michelle O'Brien

Michelle O’Brien is a partner and Vice President of Operations at VITEC, Inc. A visionary entrepreneur, she employed her keen market sense to shape VITEC into a customer centric organization.


    • 11:30 Check in, network, and grab lunch (all)
    • 11:45 Welcome & Board Introductions (Laura)
    • 11:50 Member and Potential Member Introductions:
    •           – name, company, and title (All)
    • 12:00 Upcoming Events & Introduction of Presenter (Bret)
    • 12:05 Panel Discussion
    • 1:00   Adjourn
Limit:  40

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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