Rebecca Gibson

Strategic Consultant, Interactive Intelligence

Rebecca Gibson has 13 years of working with clients to design and develop employee training solutions, focusing on knowledge and skill-building for contact center executives, managers, supervisors and front-line employees. During ten years with a fast-growing call center outsourcer and then with the International Customer Management Institute (ICMI), she consulted with clients in the pharmaceutical, insurance, healthcare, financial services and high-tech industries on best practice hiring strategies, results-driven quality monitoring and coaching programs and effective employee performance support.

At ICMI, she expanded her client-focused orientation by designing and delivering ICMI's acclaimed seminar Monitoring and Coaching for Improved Contact Center Performance and working closely with clients on in-person and web-based training programs on subjects ranging from call center operations, key performance indicators and best practices in contact center management.

In 2007, Rebecca started her own learning and performance consultancy which aspires to assist organizations in bringing out the highest level of achievement in their employees. She's a Bellevue University faculty member and currently leads the development of their accredited Professional Customer Contact Center (P3CM) degree program. A current ICMI-certified Associate, she serves on the ICMI Industry Advisory Board, is a CIAC-certified consultant and earned a Masters Degree in Educational Technology from San Diego State in 2010.

Posts by this Author:

People Management 

What Would You Do If You Knew You Could Not Fail?

“What would you do if you knew you could not fail?” This quote has been making its way around social media sites like Facebook and...

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BY: Rebecca Gibson – Jun 20, 2012 | Comments (0)
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People Management 

Ready for Performance Appraisal Season?

It’s that time of year again. With the start of the new year, many of us will dive into the annual performance appraisal process. You’re...

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BY: Rebecca Gibson – Dec 20, 2010 | Comments (1)
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The Customer Management Blog features several industry experts, who share perspectives and invite discussion on call center issues and best practices. We invite you to visit the site regularly to read about what’s on the minds of call center leaders and practitioners and to join in the discussion.

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Senior Advisor, Former President and CEO, ICMI

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Manager, Training and Development, ICMI

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VP and Research Director, Customer and Contact Center Practice, Ventana Research

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National Account Manager, ICMI

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Ann Tardy

President, Lifemoxie

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Ann Traurig

Sr. Business Consultant, NICE Systems

Ashley Verrill

CRM Software Analyst, Software Advice

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Brent Haferkamp

Managing Partner , AMP'D Consulting Group LLC

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David Johnson

Sr. Business Consultant, NICE Systems

Dayna Steele

Dayna Steele

Chief Tipster at YourDailySuccessTip, Speaker, & Author, YourDailySuccessTip.com

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Dianne Durkin

President, Loyalty Factor

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Dina Vance

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Erica Strother

Community Specialist, ICMI

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Flavio Martins

Vice President of Customer Support, DigiCert, Inc.

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Heather Walter

Marketing Specialist, ICMI

Jay Reilly

Jeff Toister

Jeff Toister

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Jeffrey Bretana

Business Operations Analyst - Technology and Operations - Workforce Management, Navy Federal Credit Union

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Jeff Feuer

President, Customer Solutions Group

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Inside Sales Specialist, ICMI

Joe Alwan

VP/GM AVOKE Analytics, Raytheon BBN Technologies

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Lori Carr

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Mark Lewis

Editor, Call Centre Focus

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Mark Stanley

Senior Principal Business Consultant, Genesys

Marta Kelsey

Marketing and Community Director, ICMI

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Max Ball

Director of Solutions Marketing, Genesys

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Michael Pace

Director of Customer Support, Constant Contact

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Nancy Porte

Vice President of Customer Experience, Verint

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Nikki Gresham

Supervisor, Workforce Planning, Assurant Solutions

Peggy Carlaw

Phillip Crowe

Social Media Director, Global Response

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Rachel Ostafi

Senior Marketing Manager, ICMI

Rajeev Venkat, Verint

Rajeev Venkat

Senior Director, Solutions Marketing, Verint

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Rebecca Gibson

Strategic Consultant, Interactive Intelligence

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Robert Stevenson

President and Founder of Seeking Excellence

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Rose Polchin

Rose Polchin

Senior Consultant, ICMI

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ICMI Certified Consultant, ICMI

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Product Specialist, iContact

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