Micah Citti is the Manager of Training and Quality for
Customer Care at ESPN. He is responsible for all training and quality
assurance for a contact center that takes care of a fan base of over 83 million
household viewers and rabid sports content consumers! He oversees all
training and quality initiatives at ESPN to provide the care agents all of the
skills and expertise required to deliver exceptional support. Micah has
over thirty years of experience in the customer service industry. His career has
taken him from the start of his career at AT&T to his current role at
ESPN. When Micah is not creating the best possible work environment for
his team, he can be found gardening, writing fantasy novels, or crafting his
own whiskey blend.
Micah is an industry expert bringing 14 + years of experience to CCW Austin. At ESPN, he knows that fan satisfaction drives everything so his focus is on listening to his fans for opportunities of improvement and growth. At CCW Austin, Micah will share his philosophy on how and why workplace culture drives business in your customer care function.