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The Association of Government Contact Center Professionals (AGCCP) was formally established in 2003 by a small group of local government contact center managers who had previously met on several occasions to discuss personnel, training and technology issues. Founded on the belief that collaborative relationships would benefit the entire government contact center industry, AGCCP has grown rapidly in the years since its creation. Today, the organization encompasses more than 65 member cities, counties and other governmental agencies in the U.S. and Canada!

Here’s how we came to be…  



OUR BEGINNINGS...

In 2000, Marianne Blodgett and Cookie Hall of LexCall — the Lexington, Kentucky-Fayette Urban County Government’s Customer Service Center — were searching for information on industry training, customer service trends and techniques. To their disappointment, the pair (respectively, the Director and Administrative Manager of LexCall) soon discovered that existing Contact Center organizations were focused on private sector companies. The organizations were in business to make a profit, their offerings were far too expensive for government budgets, and — worst of all – their training and materials weren’t really applicable to the issues faced by public sector Contact Centers. 


In frustration, Blodgett and Hall decided to start an association specifically to benefit government Contact Centers! They invited leaders from other local government centers to come to Lexington for a round-table to discuss the challenges they faced and share solutions and experience.

Thirteen communities responded enthusiastically and their Call Center Representatives converged on Lexington in 2001. The meeting was a huge success, but it was clear to all participants that they still had much to learn from one another, and they agreed to meet again the following year.

THE TURNAROUND... 

 

By 2003, what began as a simple gathering had grown into a valued annual tradition. That year, in Charlotte, North Carolina, the group took a significant step forward by formally establishing the Association of Government Contact Center Employees. With the approval of by-laws and the election of officers, the association officially came to life.

In the years since, members have built a strong and supportive community—sharing ideas, solving challenges, and expanding their knowledge through webinars, online forums, and lasting professional relationships. Still, the annual conference remains the cornerstone event, offering a unique opportunity to connect, exchange ideas, and stay current with the latest innovations and best practices in government customer service.

In 2012, the organization updated its name to the Association of Government Contact Center Professionals (AGCCP), reflecting its continued dedication to excellence and professional growth. Today, AGCCP includes over 65 member cities, counties, and government agencies—from Jacksonville, Florida to Vancouver, British Columbia. Our members remain united in their commitment to outstanding customer service, continuous learning, and mutual support.


To become a member, CLICK HERE



Demitra "Dee" Crayton was employed with the City of Charlotte since 1976. Dee began serving the City of Charlotte as a part time employee and eventually became a full time employee. She worked in the Print Shop before she transitioned to the Customer Service & Information Center (CS&IC). Dee began working for CS&IC as a Customer Service Representative and worked her way up to Manager. When CharMeck 311 opened in July 2005, Dee began as the Operations Manager and continues to fill that role currently. All of Dee’s full time positions have been under the division of the City Manager’s Office until July 2017 when the center merged with Housing & Neighborhood Services. As Operations Manager at CharMeck 311, Dee lead a team of 70 Customers Service Representatives, 7 Supervisors and an Assistant Operations Manager, and was responsible for the daily operation of the Center. In 2017, the Center served over 1.6 million customers by phone, walkups and the IVR. Dee also served on various committees with partnering departments and was frequently involved in collaborating with partnering departments when CharMeck 311 was asked to take on new calls/services. CharMeck 311 has been a model for many call centers throughout the country, and over the years Dee has been invited to several cities to assist with projects involving their call centers. Dee was invited to Louisville, Kentucky to serve on a team that included both public and private employees to determine if the Louisville call center needed a new phone system and additional employees. Dee was also very instrumental in helping the City of Durham, NC get their call center up and running. Dee was involved with AGCCP since the beginning and served as the Board Chairman since 2005 when the AGCCP was officially organized and the by-laws created. Dee was the facilitator when the annual conference was held in Charlotte both in 2003 and 2014. Dee also served in or is a member of the following associations: 

   ◦ Past President and Secretary of Post 262 American Legion Auxiliary

   ◦ Member of the Disabled American Veterans Auxiliary

   ◦ AGCCP Board Chairman 2005 – April 2021

   ◦ Member of AWWA – American Water Works Association


Dee was married with three children, 10 grandchildren and 13 great grandchildren. We celebrate the life and contributions of Demitra (Dee) Crayton, April 8, 1944 - April 23, 2021.