JACKSONVILLE, Fla. -- ERC, a rapidly growing full service customer experience (CX) contact center provider headquartered in Jacksonville, Florida, is thrilled to announce the addition of Jason Young to the Leadership Team as Senior Vice President of Client Solutions. In his new role, Mr. Young will be tasked with the providing CX solutions to both new and existing ERC clients.
Mr. Young has spent the last twenty years in the outsourced contact center industry working in the areas of operations (both domestic and near shore), client services and account management, along with new client business development. Mr. Young previously served as a Board Director on the Southwest Chapter of the Society of Consumer Affair Professionals (SOCAP) and also was the recipient of the SOCAP 2012 STAR Award. He also has international experience working with clients throughout the world in more than a dozen countries.
Prior to joining the ERC team, Mr. Young was responsible for new business development in the retail and consumer goods vertical at Teleperformance. His expertise and experience in the fundamentals of human interaction and communication began early in his career while serving in the United States Navy. Upon release from the military, he earned a communications degree from Vincennes University in Indiana and furthered his education at the University of Utah, majoring in Interpersonal Communication. Mr. Young and his family currently reside near Salt Lake City.
“Jason brings a very good understanding of the millennial buyer to ERC. This generation is shaping the future of the contact center industry and we plan on being a leader in this new millennial CX space. We will do this by offering our clients a complete customer lifecycle solution tailored around new channels that have both human and non-human touch.” – Denny Bender, Chief Sales Officer
The investment in this role continues to emphasize ERC’s stance in providing leading CX solutions through our people first and foremost and also global operational processes, all enabled by technology. ERC understands the need to invest in all of these areas in order to provide our clients with the latest solutions available. We also understand that our clients’ consumers continue to drive new and exciting channels for how they desire to connect with the products and services they use. As such, ERC is investing in true omni-channel CX solutions like: mobile SMS, chat, AI/Bots, mobile apps and social/digital. These latest channels all need to tie into traditional phone and email channels via systems that allow a full picture of the customer contact journey.
“As an industry, we have been challenged with eliminating the physical walls of our centers and becoming virtual providers. As the industry changes, we change. This principle has been key to the past and continued successes of ERC. Jason’s knack for uncovering insights and opportunities in emerging CX solutions and how they relate to the needs of our clients will continue to point us in the right direction. We welcome Jason to the team and look forward to his contributions.”– Marty Sarim, President and COO