ACD Direct
Mike Carpenter began their career as an Operations Research Analyst at CVS Specialty in 2003 and worked there until 2007. Mike then joined Ansaphone Service Inc as an Account Executive from 2007 to 2008. In 2008, Mike became the Chief Executive Manager at New Innovative Solutions, where they worked until 2013. After that, they joined ACD Direct and held various positions including Account Executive from 2013 to 2016, Client Services Manager from 2016 to 2020, Product Manager from 2020 to 2021, and is currently serving as the Director of Product and Software Engineering.
Mike Carpenter attended Northwest Missouri State University from 1998 to 2003, where they obtained a Bachelor's degree in Business, Management, Marketing, and Related Support Services. Additionally, they have obtained several certifications from Pragmatic Institute, including Pragmatic Certified Product Manager, Pragmatic Certified Product Marketer, Pragmatic Certified Product Master, and various levels of PMC certification.
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ACD Direct
ACD is a full-service Contact Center that handles customer interactions for companies that outsource all or part of their volume. Our two-pronged approach pairs leading SaaS technology and a distributed workforce of 1,000+ at-home agents across the United States to give premium 24/7/365 support. Text, phone, email, chat, or digital – the point of interaction is to provide outstanding service with successful outcomes. We are a technology company that connects people and data. – Technology – Experience: Since 2003, ACD has leveraged industry-leading CCaS technology with at-home agents to perfect the flexibility of the gig economy. The world is trying to convert the model that ACD has long perfected and continues to improve. Analysis: ACD uses live quality control and state-of-the-art AI to monitor and analyze 100% of your calls. We build custom, on-demand reports that track your KPIs. Development: Our proprietary tools can be deployed immediately to tackle your unique challenges. Our in-house software development team is available to assist with any custom requirement. – People – US-Based: Our staff is spread across the United States, covering all time zones, protecting from regional interruptions. Your calls will never be sent offshore. At-Home: Your customers deserve the highest quality, experienced, educated, and happiest team of agents possible. Our flexible work-from-home model attracts the best of the best with low turnover. Agile Staffing: ACD has developed a robust scheduling system that features short shifts, allowing fast ramping- up or down. This saves you money in crucial ways for your bottom line. Skills-Based: We use proprietary routing and scheduling tools. Agents are certified for your inbound calls and interactions. We record and analyze 100% of your calls to maintain the highest quality. How can we help you? Get in touch: We're here to get you where you want to go. https://acddirect.com/