ICMI Global Contact Center Awards Judging
Empowering contact center excellence for 30 years!

Begin EntryWhy EnterCategories & CriteriaJudgingPrizes | Tips

 

AWARD JUDGING INFORMATION

The judging process is separated into 3 steps:

 

Step 1 - Registration & Entry Process

This process requires key information about your contact center and a detailed explanation of how you excelled in relation to the award criteria. Applicants are encouraged to be creative and innovative in their submissions. There is a small entry fee for each award and we welcome multiple entries. 

 

Step 2 - Judging & Supplemental Material Requested of Certain Finalists

Entries are orgainized and shared with a team of carefully selected judges, reviewed and ranked according to pre-defined criteria. Finalists in the Best Small Contact Center, Best Medium Contact Center, Best Large Contact Center, and Most Improved Contact Center Categories are selected and asked to submit a 5 minute video tour of their contact center as well as submit metrics data. Finalists in the Best Social Media Customer Care and Best Chat Support categories are asked to submit a 5 minute video or presentation that illustrates what makes their customer service unique. These additional materials will be shared with judges for the final round of scoring. The ultimate award decision is based on the information provided with the initial entry, as well as the supplemental materials provided.

 

Step 3 - Finalists Selected

Based solely on the information presented during the entry process, the team of experts will designate a number of finalists for each category. Winners are chosen from the group of finalists in each category.  All finalists will be announced the week of February 27, and winners will be announced live at the 2017 Global Contact Center Awards Party on May 23 at the Walt Disney World Dolphin Resort in Florida.

 

View Terms and Conditions >

Have questions? Write to us at awards@icmi.com

SEE PAST FINALISTS >


2016 JUDGES
Teresa Allen

Teresa Allen

Common Sense Solutions, Owner

Teresa Allen is owner of Common Sense Solutions, a national training and consulting firm focused on bringing common sense solutions to business and life!  Common Sense Solutions is a recipient of a 2015 Customer Service Training Practice of the Year...

Teresa Allen is owner of Common Sense Solutions, a national training and consulting firm focused on bringing common sense solutions to business and life!  Common Sense Solutions is a recipient of a 2015 Customer Service Training Practice of the Year Award from the International Stevie Awards for Sales & Customer Service.   An internationally recognized customer service expert, Teresa has been presenting her highly acclaimed customer service keynotes and training programs across the U.S. and abroad for over twenty years.  

Teresa is author of Common Sense Service: Close Encounters on the Front Lines, and is the co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. Teresa has been nominated four times as one of the Top 5 Customer Service & Sales Speakers in the U.S. Teresa was recently named one of the  Top 30 Customer Service Professionals by Global Gurus, one of the Top 30 Engagement Thought Leaders by Customer Edge/SAP and one of the Top 30 Contact Center Thought Leaders on Twitter by ICMI. Teresa is a two time recipient of the ASTD Professional Trainer of the Year Award.

In addition to speaking and training, Teresa has appeared in several motion pictures, has served as guest host of local television programming, and has authored business articles in regional, national and international publications. Teresa’s Get Common Sense customer service blog is syndicated by Customer Think, B2B, and Small Biz Club sponsored by Office Depot.

A native of Chicago, Illinois, Teresa Allen attended Miami University in Oxford, Ohio where she obtained her B.S. in Business Administration with a degree in Marketing.  She enjoyed a highly successful sales career with both national corporations and local businesses for over ten years prior to forming her training and consulting firm.  During this time, Teresa was also a corporate trainer and was recognized for developing innovative customer service and sales training for her clients

Read Full Bio

Robert Archambault

Archnau Communications and Consulting, Primary Consultant

Rob Archambault is a contact center professional with 19 years of experience in a wide range of roles and contact centers. He specializes in quality management, workforce optimization and dialer operations. Rob has been with NICE Systems, INC. as a...

Rob Archambault is a contact center professional with 19 years of experience in a wide range of roles and contact centers. He specializes in quality management, workforce optimization and dialer operations. Rob has been with NICE Systems, INC. as a Business Consultant for the last year and a half developing new offerings and conducting advisory consulting engagements for NICE’s broad range of customers. Most recently, NICE has asked Rob to develop new consulting offerings meant to guide clients on industry best practices. Prior to joining NICE Rob operated his own contact center consulting company under the Archnau Communications and Consulting banner. He also was a member of HP’s World Wide Financial Industry Services global team working with international companies in Western Europe, the Americas and Australia to deliver consulting and business process outsourcing services. This is Rob’s second time serving as a judge for ICMI’s Global Contact Center Awards.

Read Full Bio

Jodi Beuder

jb&co, Founder

Jodi Beuder believes customer service exists not just outside the company, but inside, too.. “Having excellent customer service skills and knowledge are paramount to creating strong working relationships, whether you are in an office or out in the field.” With...

Jodi Beuder believes customer service exists not just outside the company, but inside, too.. “Having excellent customer service skills and knowledge are paramount to creating strong working relationships, whether you are in an office or out in the field.” With over 17 years in Marketing Executive roles, Jodi has dedicated her career to assisting companies grow their brand presence and sales, and most importantly, their customer retention and satisfaction.

Read Full Bio

Lori Bocklund

Lori  Bocklund

Strategic Contact, Inc., President
Twitter

Lori leads an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 25 years in the...

Lori leads an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Lori is a recognized industry leader in contact center strategy, technology, and operations. During her 25 years in the call center industry she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. Lori is a sought-after speaker for industry events, and writes articles on technology and operations for a variety of call center publications. Lori is co-author of Call Center Technology Demystified. Attendees of Lori's courses appreciate her enthusiasm, energy, and humor as well as her ability to make today's complex technology environment more readily understood. Lori has a B.S. in Electrical Engineering from South Dakota State University and an M.S. in Electrical Engineering from The George Washington University.

Read Full Bio

Nate Brown

Nate Brown

Underwriter's Labratories, Manager of Customer Support

Nate Brown has had an outstanding day when he is able to help customers.  He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work.  Nate is an HDI certified Support...

Nate Brown has had an outstanding day when he is able to help customers.  He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work.  Nate is an HDI certified Support Center Manager, VP of Communication for the HDI Music City Chapter, and a well-known speaker in both the ICMI and HDI communities.  He is also the founder and primary author for the customer service and leadership blog CustomerCentricSupport.com. Opinions are his own.

Read Full Bio

Tony Cabrera

New York Life Insurance Co., Corporate Vice President - Service - NYL Direct

Tony is a leader in Tampa's thriving New York Life Direct Contact Center serving AARP as it's primary constituent .  His primary responsibilities include day to day operations for the contact center as well as leadership and development of the...

Tony is a leader in Tampa's thriving New York Life Direct Contact Center serving AARP as it's primary constituent .  His primary responsibilities include day to day operations for the contact center as well as leadership and development of the front line staff and management personnel.  Tony's tenure began in 2006 as the catalyst for growth of the service to sales efforts grossing nearly $20M in 2014.  In addition, his leadership has been vital in all customer facing functions including Customer Satisfaction Focus, First Call Resolution, and reduced Customer Effort. Tony was the recipient of the ICMI 2014 Manager of the year award, and participates in several employee engagement resource groups at New York Life Direct including his co-chairing of the "Latino Connection" ERG.  Tony holds a BS in Marketing from Oral Roberts University, a Master Graduate Designation from Rapport International, and is Life and Variable Annuity licensed in all 50 states.

Read Full Bio

Elaine Carr

ICMI, Manager, Training

A professional in the training arena for 30 years, Elaine has more than 15 years’ experience in the call center industry. She has both outsourced (domestically and internationally) call center services and worked in companies doing the outsourced call center...

A professional in the training arena for 30 years, Elaine has more than 15 years’ experience in the call center industry. She has both outsourced (domestically and internationally) call center services and worked in companies doing the outsourced call center work. The variety of business that she has experienced in the call center world includes financial services, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry. Currently, Elaine utilizes her call center and training experience at ICMI as Manager, Training and Development.

Read Full Bio

Josh Chapman

GiveForward, CEO
Twitter

With more than 20 years of leadership experience, Josh Chapman joined GiveForward as CEO in March 2015. In his role, Josh assumes a wide range of responsibilities including overseeing the company’s strategic direction, business development and financial performance, as well...

With more than 20 years of leadership experience, Josh Chapman joined GiveForward as CEO in March 2015. In his role, Josh assumes a wide range of responsibilities including overseeing the company’s strategic direction, business development and financial performance, as well as daily operations and product development.  Prior to GiveForward Josh was with Cars.com as the Vice President of Operations and Executive Sponsor launching their Service and Repair business.  Josh also spent time at Xerox as a Division Vice President, taking a 50 person project and building it into a $65 Million business with over 2,200 employees.  A proud VCU alumni, Josh is also a published author and speaker.  In 2013 he was recognized as the Best Customer Service Leader by the International Customer Management Institute (ICMI).  He has served on the board for the Virginia Senate and Productivity Quality Award, DePaul University’s Employer Relations board.

Read Full Bio

Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Former President/CEO
Twitter

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple,...

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

Read Full Bio

Art Coombs

Art Coombs

KomBea Corp, President & CEO

Art Coombs is the Founder, President & CEO of KomBea Corp, a software company that develops Call center software.  KomBea tools drive improvements focusing on compliance, credit card / SSN security and process adherence.  Before founding KomBea, Mr. Coombs served...

Art Coombs is the Founder, President & CEO of KomBea Corp, a software company that develops Call center software.  KomBea tools drive improvements focusing on compliance, credit card / SSN security and process adherence.  Before founding KomBea, Mr. Coombs served as the EVP, Business Development / Strategic Initiatives for FirstSource, one of India's largest BPO/Contact Center outsourcers.  Prior to FirstSource Art was CEO and founder of Echopass Corporation, which built the world's premier contact center hosting environment which was recently acquired by Genesys approx. $100 million. He also held various management roles with Sento Corp. where he eventually became the CEO.  Prior to Sento, Art served as Managing Director and Vice President, European Business Development for Sykes Enterprises.

Art is a published author of BPO/Contact Centers, outsourcing and technical support methodologies. He is a recognized speaker at Support Center conferences. In addition, Art worked for organizations such as Hewlett-Packard, VLSI Research and RasterOps.

Read Full Bio

Linda Cullum

Linda  Cullum

VF Imagewear, Inc., Director, Customer Support

Linda Cullum has been a contact center leader for over a decade.  Her varied background in sales, marketing and merchandising provides the solid customer interaction foundation necessary to produce the contact center professional that she is today.  Highly involved in...

Linda Cullum has been a contact center leader for over a decade.  Her varied background in sales, marketing and merchandising provides the solid customer interaction foundation necessary to produce the contact center professional that she is today.  Highly involved in developing VF Imagewear’s Customer Experience journey, Linda is part of an active CX team focused on creating addictive customer experiences for VF’s diverse client base.  She also works nationally with The Conference Board’s Customer Experience Council.

Linda and her contact center team have achieved a high performance standard that makes them second to none in their space.  This level of service was integral to their being named ICMI’s Small to Medium Contact Center of the Year in 2015.  

VF Imagewear is a division of VF Corpration.  V.F. Corporation (NYSE:VFC) is engaged in the design, manufacturing, marketing and distribution of branded lifestyle apparel, footwear and accessories. The Company operates through five coalitions: Outdoor & Action Sports, Jeanswear, Imagewear, Sportswear and Contemporary Brands. The Company owns a portfolio of brands in the outerwear, footwear, denim, backpack, luggage, accessory, sportswear, occupational and performance apparel categories. The Company’s brands primarily include The North Face, Vans, Timberland, Wrangler, Lee and Nautica.            

Read Full Bio

Steve Curtin

Steve Curtin

Delight Your Customers, Author

Steve has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world.

Since 1992, Steve has delivered interactive and engaging...

Steve has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world.

Since 1992, Steve has delivered interactive and engaging presentations on three continents, in six countries, and 26 states. Steve has delivered over 600 presentations to more than 20,000 people.

Read Full Bio

Jenny Dempsey

DMV.org, Visitor Success Manager

With over a decade of customer service experience under her belt, Jenny Dempsey is the Visitor Support Manager with DMV.org in San Diego, CA. She also is the co-founder and writer for the customer service focused blog, Communicate...

With over a decade of customer service experience under her belt, Jenny Dempsey is the Visitor Support Manager with DMV.org in San Diego, CA. She also is the co-founder and writer for the customer service focused blog, Communicate Better (www.communicatebetterblog.com). Jenny enjoys singing and playing guitar, reading, traveling—and most of all, giggling.

Read Full Bio

Carmen Diaz

Carmen Diaz

Carmen has been with New York Life Insurance since 2010 in the Sales and Service Department. Starting off merely as a temporary employee, she was able to grow within the department and won the 2015 ICMI award for Best Contact...

Carmen has been with New York Life Insurance since 2010 in the Sales and Service Department. Starting off merely as a temporary employee, she was able to grow within the department and won the 2015 ICMI award for Best Contact Center Agent . She is now in the middle of her second manager rotation with hopes to apply soon for a management position! She is currently enrolled at USF in Tampa and plans to graduate with a Bachelor's degree in Management in May 2016. Anything is possible if you set your mind to it!

Read Full Bio

Larry Eiser

Larry Eiser

Contact Center Insights, Managing Principal

Larry Eiser is Managing Principal of Contact Center Insights, LLC, specializing in strategic and operational contact center consulting across all industries. Larry has over ten years of experience as a strategic and operational leader in the contact center industry. Most...

Larry Eiser is Managing Principal of Contact Center Insights, LLC, specializing in strategic and operational contact center consulting across all industries. Larry has over ten years of experience as a strategic and operational leader in the contact center industry. Most recently, Larry has served as Vice President of Call Center Operations for Duke Energy, which finished as a semi-finalist in ICMI’s 2008 Call Center of the Year awards. Prior to the Duke / Cinergy merger, Larry served as General Manager, Customer Contact Services for Cinergy, winner of the NSDI Teleperformance Grand Prix Customer Service award and were certified for excellence by J.D. Power. Larry was recognized by ICMI as the Global Call Center Manager of the Year in 2003 and is ICMI-Certified as a Call Center Strategic Leader. Larry has a B.S. in Computer Science from the University of Dayton and held a number of positions in the information technology arena.

Read Full Bio

Michel Falcon

Michel Falcon

Falcon Consulting Group, Founder

Michel Falcon is a customer experience management consultant, advisor and international keynote speaker. Priding himself as a practitioner, he has spent the last decade studying, practicing and leading customer experience teams and strategies. Having immersed himself in the world of...

Michel Falcon is a customer experience management consultant, advisor and international keynote speaker. Priding himself as a practitioner, he has spent the last decade studying, practicing and leading customer experience teams and strategies. Having immersed himself in the world of customer service, he works closely with executive management teams to improve customer experience strategies that strengthen customer loyalty, company alignment and brand admiration.

Beginning in the trenches of customer experience as a frontline call center customer service employee, he was quickly recognized for his customer-first mentality and strategic vision. Since then he has been hired by and spoken to executives from a myriad of brands, ranging from McDonald’s, BlueCross BlueShield, Verizon Wireless, Vega, Lexus, Estee Lauder and many others.

His six person customer experience management team - Trogon Agency - provides customer experience consulting services for tech starts up to Fortune 500 companies. In 2015, his team created Experience Academy, an online customer experience certification course which allows companies of all sizes from around the world, across all industries, to learn the same strategies he coaches his long-term clients.

His pragmatic thought leadership has been included in publications such as Inc, Time, Digiday, Yahoo Small Business Advisors and Yahoo Finance.

Read Full Bio

Brock Faucette

AICPA, Operations Supervisor, Member Service

Brock Faucette has been highly involved in customer management for over 10 years. Like many, he began as an agent but has worn many hats since he donned his first headset. He’s led a quality assurance team, he’s developed and...

Brock Faucette has been highly involved in customer management for over 10 years. Like many, he began as an agent but has worn many hats since he donned his first headset. He’s led a quality assurance team, he’s developed and delivered training, and he’s supervised two different contact centers. He received an Employee Excellence Award for his marketing achievements at a popular eCommerce organization, and he was recently recognized by ICMI as the Global Contact Center Supervisor of the Year (2014). When he’s not supervising the best contact center team at the AICPA, Brock enjoys creative writing, hiking, and pampering his mischievous dachshund, Franklin.

Read Full Bio

Lori Fentem

Lori  Fentem

Synergy Solutions , President & Co-Founder

Lori serves as Synergy’s strategic guide with a focus on company culture, relationships and business growth.   With more than 25 years of experience in various aspects of customer engagement, sales, service and compliance, Lori is a highly consultative thought leader...

Lori serves as Synergy’s strategic guide with a focus on company culture, relationships and business growth.   With more than 25 years of experience in various aspects of customer engagement, sales, service and compliance, Lori is a highly consultative thought leader in all areas of outsourced contact center operations.   She was named a “Who’s Who in Business” by Arizona Woman Magazine and B2B Magazine, a finalist for the Ernst & Young Entrepreneur of the Year Award, and ranked in the “Top 50” by Female Entrepreneur magazine.    Lori was recognized for her “Hot Growth” company by bizAZ magazine, Best Outsourcing Partnership by the International Customer Management Institute (ICMI), and was honored by PACE as the recipient of the Fulcrum Award and the Spirit of Philanthropy Award.    A graduate of the University of Illinois, she serves on the National Board of Directors for the Professional Association for Customer Engagement (PACE) and is a frequent speaker on topics related to customer engagement, contact center compliance and entrepreneurship.

Read Full Bio

Jane Finn headshot

Jane Finn

Contact Strategies, Managing Partners
Twitter

Jane Finn is a contact center consultant, trainer, speaker and aspiring travel writer. She is also a Managing Partner with Contact Strategies where she helps clients increase the strategic value of their contact centers to the organization by implementing customized...

Jane Finn is a contact center consultant, trainer, speaker and aspiring travel writer. She is also a Managing Partner with Contact Strategies where she helps clients increase the strategic value of their contact centers to the organization by implementing customized quality monitoring, coaching and training programs. Jane has more than two decades of contact center experience and has had the privilege of working with a wide variety of clients In North America as well as the Caribbean, India, the Philippines and Taiwan. 

You can connect with Jane @finn_jane, jane@contactstrategie.com or call her at 905-459-9434.

Read Full Bio

Daniel Fleisher

UHealth, the University of Miami Health System, Executive Director

Daniel Fleisher is the Executive Director of UHealthConnect, the appointment scheduling center for the University of Miami Health System, “UHealth”.  UHealthConnect provides access to 1,100 UHealth physicians and 50 outpatient clinics across South Florida, and handles over 1 million patient...

Daniel Fleisher is the Executive Director of UHealthConnect, the appointment scheduling center for the University of Miami Health System, “UHealth”.  UHealthConnect provides access to 1,100 UHealth physicians and 50 outpatient clinics across South Florida, and handles over 1 million patient interactions annually through their 150-seat contact center.  UHealthConnect was the recipient of the 2014 ICMI Global Contact Center Award in the category of “Best Strategic Value to the Organization.”

Read Full Bio

Vickie Friece

Zions Bankcorporation, Vice President

Vickie Friece has 30 years of Financial Services experience, with more than 10 years specializing in Contact Center management, training, and quality assurance.  She is currently a vice president with Zions Bancorporation’s Client Contact Services, where she leads Contact Center...

Vickie Friece has 30 years of Financial Services experience, with more than 10 years specializing in Contact Center management, training, and quality assurance.  She is currently a vice president with Zions Bancorporation’s Client Contact Services, where she leads Contact Center Training, Workforce Management, Quality Assurance and Customer Advocacy programs.  Vickie works developing strategies and goals with a laser focus on “saving the world from poor customer service.”  In 2011, Vickie received her organization’s highest individual recognition, the Powered by People Award; and currently serves on the steering committee for Zions’ Employee Mentoring Program as well as the Diversity and Inclusion Council. Prior to joining Zions, Vickie spent 19 years in the mutual fund industry, where she managed operations and services departments. She holds several Financial Industry Regulatory Authority (FINRA) licenses and a Bachelor’s degree in Marketing, Management, and Political Science.

Read Full Bio

Rebecca Gibson

Interactive Intelligence, Strategic Consultant
Twitter

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...

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.

Read Full Bio

Todd Gladden

PlanMen Consultancy, LLC, Vice President – US Operations

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings...

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development. 

Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process and training opportunities where significant productivity gains can be realized.  He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert. 

He holds a Bachelor’s degree in Business Management, a Master’s in Human Resource Management and Lean Sigma Management certification.   He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP).  He may be reached at Todd.Gladden@Planmen.com

Read Full Bio

William Greenwald

Windsor Leadership Group, LLC, Founder and Chief Neuroleaderologist
Twitter

William J. Greenwald is founder and Chief Neuroleaderologist at the Windsor Leadership Group, a global executive development and leadership-coaching firm specializing in the neuropsychology of team and leadership behavior. William received his graduate training in clinical psychology at Harvard University...

William J. Greenwald is founder and Chief Neuroleaderologist at the Windsor Leadership Group, a global executive development and leadership-coaching firm specializing in the neuropsychology of team and leadership behavior. William received his graduate training in clinical psychology at Harvard University and also holds two graduate degrees from the University of Pennsylvania (yes, he’s a certified “academia” nut). He is a frequent lecturer at many universities, including Wharton Business School, where he also serves as an Executive Coach to Executive MBA students. William’s high-energy, high-impact keynote presentations and leadership workshops have been delivered to thousands of leaders and companies throughout North America, Europe, and Russia. From studying the art of "Story" and "Improv" in Hollywood to coaching members of a royal family on servant leadership, his genuine passion for serving and educating others has turned him into a preeminent leader, educator, and "go to" coach in the field of servant leadership and service excellence.

Read Full Bio

Sean Hawkins

PerformTel, Director of Operations
Twitter

Sean Hawkins is a Customer Experience and Contact Center Manager with over 15 years of call center experience. In that time, he’s worked in numerous roles in the public, private and government sectors.

His many years in contact center leadership...

Sean Hawkins is a Customer Experience and Contact Center Manager with over 15 years of call center experience. In that time, he’s worked in numerous roles in the public, private and government sectors.

His many years in contact center leadership have provided a solid understanding of the call center environment. Sean has a terrific pulse on incorporating innovation into the contact center. He's implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

His team is a past winner of ICMI’s Global Call Center of the Year award. Sean continues to seek innovative ways to advance the culture and technologies in the contact center. In addition, Sean tweets, writes and speaks about customer service, social media and leadership.

Follow Sean:
@SeanBHawkins
@CallCntrWeekly

Read Full Bio

Charles  Henries

Charles Henries, currently the Senior Director of Student CARE at Penn Foster, is a contact center professional with over 15+ years’ experience in customer service. His service organization has recently been recognized with several awards, including the ICMI award for...

Charles Henries, currently the Senior Director of Student CARE at Penn Foster, is a contact center professional with over 15+ years’ experience in customer service. His service organization has recently been recognized with several awards, including the ICMI award for Best use of an Emerging Channel, for their student community which serves as a platform for both self-service as well as peer to peer support.

Read Full Bio

Martin Hill-Wilson

Brainfood Consulting
Twitter

Martin Hill-Wilson is a long standing member of the UK customer service/experience/engagement community, most often contributing as a keynote speaker, blogger and curator of industry trends. He was involved in the first generation of call centre deployments during the early...

Martin Hill-Wilson is a long standing member of the UK customer service/experience/engagement community, most often contributing as a keynote speaker, blogger and curator of industry trends. He was involved in the first generation of call centre deployments during the early 1980, and is still on the mission today! Current activities involve the P&Q Challenge - reinventing service quality, three masterclasses omni-channel, social customer service and customer hubs. His consulting activities revolve around digital and social transformations.

Read Full Bio

Todd Hixson

Cabelas, Contact Center Workforce Manager
Twitter

Todd has been in contact center operations/management for more than 15 years, working for companies such as Travelocity and Intuit prior to joining Cabelas. During Todd’s career, he has driven back-office utilization of work force management practice, multiple channel skill...

Todd has been in contact center operations/management for more than 15 years, working for companies such as Travelocity and Intuit prior to joining Cabelas. During Todd’s career, he has driven back-office utilization of work force management practice, multiple channel skill based operations practices, and cross functional understanding via “a day in the life of operations” workshops.

Read Full Bio

Al Hopper

Al  Hopper

SocialPath Solutions, Co-Founder

Al is Cofounder and Chief Operating Officer of SocialPath Solutions, a social media as a service provider helping Client businesses achieve their social media goals through engagement and service. His experience includes more than a decade leading in contact center...

Al is Cofounder and Chief Operating Officer of SocialPath Solutions, a social media as a service provider helping Client businesses achieve their social media goals through engagement and service. His experience includes more than a decade leading in contact center departments for a major international bank, including their social media support team. He was considered one of the Top 100 Most Social Customer Service Pros on Twitter in the Huffington Post in 2013. In 2014 and 2015 he was named a Top 50 Contact Center Thought Leader by ICMI. Al earned his MBA, with honors, from American Military University in 2015.

Read Full Bio

Patrick Hurley

OppenheimerFunds, Assistant Vice President

Patrick Hurley –Vice President, OppenheimerFunds
During Patrick’s nine year career at OppenheimerFunds he has held key roles in both the Intermediary Operations and Client Relations Departments.  Patrick currently has responsibility Intermediary Operations team, which handles all back office related functions...

Patrick Hurley –Vice President, OppenheimerFunds
During Patrick’s nine year career at OppenheimerFunds he has held key roles in both the Intermediary Operations and Client Relations Departments.  Patrick currently has responsibility Intermediary Operations team, which handles all back office related functions for OppenheimerFunds. 

With over eleven years of financial services experience, primarily in middle and back office operations, he has focused on continually evolving the customer experience while developing change oriented leaders to advance that evolution.  He is best known for his high energy and collaborative management style emphasizing strong results and relationships.       

Patrick holds his investment company products/variable contracts license (series 6) and the applicable securities and MSRB principle licenses (Series 26 & 51). He is actively involved in the industry previously serving as a member of the College Savings Plan Network (CSPN) Operations Sub-Committee, the College Savings Foundation (CSF) Operations Sub-Committee, the NICSA Retirement Plans Sub-Committee, and the ICI Technology and Processing Efficiencies Sub-Group.  Currently Patrick represents OppenheimerFunds on the ICI’s Broker Dealer Advisory Committee (BDAC).  

Patrick has a B.S. in Organizational Leadership from Colorado State University.  He currently lives in Denver Colorado with his wife Jennifer and daughter Emily.

Read Full Bio

Karin Hurt

Karin Hurt

Karin Hurt, CEO of Let’s Grow Leaders, is a keynote speaker, leadership consultant, and MBA professor. A former Verizon Wireless executive, she has over two decades of experience in sales, customer service, and HR. Named on Inc's list...

Karin Hurt, CEO of Let’s Grow Leaders, is a keynote speaker, leadership consultant, and MBA professor. A former Verizon Wireless executive, she has over two decades of experience in sales, customer service, and HR. Named on Inc's list of 100 Great Leadership Speakers and as a 2015 Top 100 Thought Leader in Trustworthy Business by Trust Across America, Karin improves business results through deeper trust & connection. Ultimately, it's about Confident Humility.

Read Full Bio

Shep Hyken

Shephard Presentations, Chief Amazement Officer
Twitter

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for...

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.

Read Full Bio

Marilyn Kempf

Marilyn Kempf

Progressive Insurance, Senior Customer Care Site Leader

Human Resource Biography goes here...
Human Resource Biography goes here...

Read Full Bio

Jon Koelling

Jon  Koelling

Intuit, Director of Small Business Care

Jon Koelling has been leading customer care teams for 20+ years. He began his career as an agent in banking and spent 17 years in the care financial vertical before moving over to the software industry. His strengths including creating...

Jon Koelling has been leading customer care teams for 20+ years. He began his career as an agent in banking and spent 17 years in the care financial vertical before moving over to the software industry. His strengths including creating a highly engaged teams, strategic thinking, and operational excellence. He has lead various teams from quality assurance, outsource partners, and 900+ seat contact centers. He is the recipient of ICMI’s 2015 Contact Center Manager of the Year.

Read Full Bio

Becky Levy

Becky  Levy

WGBH Educational Foundation, Associate Director | Operations & Member Services

Becky Levy currently serves as Associate Director of Member Services, Operations and Training at Boston-based public media powerhouse WGBH. with 120,000 members, WGBH is New England's largest membership organization. Becky has over 18 years' experience of improving customer services processes,...

Becky Levy currently serves as Associate Director of Member Services, Operations and Training at Boston-based public media powerhouse WGBH. with 120,000 members, WGBH is New England's largest membership organization. Becky has over 18 years' experience of improving customer services processes, implementing new technology and delivering training to call centers in small, mid-size and large enterprise organizations.

Read Full Bio

Heather Magaha

Wells Fargo & Company, Treasury Management Client Services, Sr. Vice President, National Client Service Manager

As a National Client Service Manager for Wells Fargo Treasury Management Client Delivery, Heather Magaha oversees Dedicated Client Services for Wholesale clients with treasury products. She manages service sites in Winston Salem, Charlotte, San Francisco, Los Angeles, Minneapolis, and Jacksonville....

As a National Client Service Manager for Wells Fargo Treasury Management Client Delivery, Heather Magaha oversees Dedicated Client Services for Wholesale clients with treasury products. She manages service sites in Winston Salem, Charlotte, San Francisco, Los Angeles, Minneapolis, and Jacksonville.  Heather’s passion is leading her teams to deliver A+ service to make it easier for customers to achieve financial success.

Previously, Heather managed the National Service Group, servicing clients through 1-800-AT-WELLS. Heather also spent time managing domestic and international sites for Technical Consulting Services and Implementations, and gained sales experience as a Small Business Banker. Heather started her career in the Investment Operations Management Training program and held various analyst and management positions within Trust Operations.   

Heather earned her M.B.A. from Wake Forest University. She completed her B.S. in Business Administration at High Point University with all Presidential Scholar honors.

Read Full Bio

Len Markidan

Len  Markidan

Groove, Marketing Director

Len Markidan heads up marketing at Groove, a company that builds software to help small businesses manage their customer service emails. He’s focused on helping startups and small businesses build better relationships with their customers on the Groove customer support...

Len Markidan heads up marketing at Groove, a company that builds software to help small businesses manage their customer service emails. He’s focused on helping startups and small businesses build better relationships with their customers on the Groove customer support blog (http://www.groovehq.com/support). Follow him on Twitter at @lenmarkidan.

Read Full Bio

CeCe Mastin

Cecelia  Mastin

Intuit, Customer Service Manager

CeCe is a Customer Service Manager for Intuit.She won the 2015 Global Contact Center Award for Best Contact Center Supervisor.

CeCe is a Customer Service Manager for Intuit.She won the 2015 Global Contact Center Award for Best Contact Center Supervisor.

Read Full Bio

Mark McArthur-Christie

Mark McArthur-Christie

Rubuss, Managing Director

Background

Mark specializes in helping organizations get better customer relationships through better communication.

He has worked with government and local authorities, investment fund managers, hardware and software businesses, regulators, third-sector organizations, lobby groups, automotive manufacturers and internationally with financial...

Background

Mark specializes in helping organizations get better customer relationships through better communication.

He has worked with government and local authorities, investment fund managers, hardware and software businesses, regulators, third-sector organizations, lobby groups, automotive manufacturers and internationally with financial services businesses.

Before starting Rubuss, he headed customer communications departments at two major UK financial services businesses.

Mark has written for national newspapers, websites and magazines and is a published Oxford University Press author. He is currently a Contributing Writer for the New York luxury industry blog, Worn&Wound and London’s The Prodigal Guide.

Future

Mark sees customer communication as the single most powerful way to transform customer relationships.  

He is currently working on new ways to change relationships between organizations, their customers and staff through more human communication.  

mark@rubuss.com

+44 (0)7775 856154

Read Full Bio

Sheila McGee-Smith

McGee-Smith Analytics, Founder & Principal Analyst

Sheila is a recognized communications industry analyst and strategic consultant focused on helping enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Sheila is a recognized communications industry analyst and strategic consultant focused on helping enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Read Full Bio

Mark Miller

Global Contact Center Practice, JD Power and Associates, Senior Director, Market Development

Mark Miller currently leads the Certified Call Center, Certified Technology Service and Support, Distinguished Insurance Agency Programs as well as directs performance improvement consulting engagements for J.D. Power and Associate’s non-automotive sectors. Mr. Miller has over 15 years of consulting...

Mark Miller currently leads the Certified Call Center, Certified Technology Service and Support, Distinguished Insurance Agency Programs as well as directs performance improvement consulting engagements for J.D. Power and Associate’s non-automotive sectors. Mr. Miller has over 15 years of consulting experience for B2B and B2C clients and began his career with J.D. Power and Associates in 2000. Prior to joining J.D. Power and Associates, Mr. Miller ran nationally recognized contact center operations supporting sales, customer service and technical support functions. He authored the Dell Direct Sales Call Model, the Dell Direct Coaching Model and served as a National Sales Trainer for Dell instructing sales representatives and management on sales and coaching strategies. As the National Director of Operations for a large technology manufacturer and distributor, he was responsible for their Sales, Customer Service and Technical Support operations. He later directed the sales operations for Power Computing Corporation, the fastest computer company to reach $400,000,000 in sales. Mr. Miller holds a degree in Journalism from The University of Texas at Austin and was selected as a member of the Alpha Sigma Nu Honor Society. He also received his MBA in Marketing from Regis University where he graduated with honors.

Read Full Bio

Tim Montgomery

Tim Montgomery

Culture. Service. Growth (CSG), CEO

Tim is a regular featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact center professionals.  Tim is part of an elite group...

Tim is a regular featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact center professionals.  Tim is part of an elite group of consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA). 

Tim Montgomery is Founder and Managing Partner of Culture.Service.Growth (CSG), a San Antonio based provider of customer service and contact center solutions.  Tim’s firm grasp of real-world contact center solutions comes from nearly 20 years of hands-on operational and consulting experience.  During his career, he’s held a variety of leadership and executive positions within some of America’s most celebrated and respected companies – USAA, Coca-Cola and The Scooter Store.  His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world’s most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, AutoZone, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, AAA, Prudential, Meguiar’s, Isagenix, Department of Veterans Affairs, Erie Insurance, The Gartner Group, Amerigroup, Prime Therapeutics, DentalPans.Com, Harvard Medical School, Nationwide Insurance and many more.

Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management.

His professional career also includes active duty and reserve assignments in the United States Navy. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.

Read Full Bio

Blake Morgan

Blake  Morgan

SOCAP, VP of Marketing and Communications

Blake Morgan is a customer experience adviser that has worked with Intel, Verizon Wireless, Verizon, Newmark Knight Frank Retail, One Medical, Misfit Wearables (Shine), Pega Systems, Clarabridge, Zendesk, Sparkcentral and more. She is a Forbes columnist and serves as the...

Blake Morgan is a customer experience adviser that has worked with Intel, Verizon Wireless, Verizon, Newmark Knight Frank Retail, One Medical, Misfit Wearables (Shine), Pega Systems, Clarabridge, Zendesk, Sparkcentral and more. She is a Forbes columnist and serves as the VP of Marketing and Communications for the Society of Consumer Affairs Professionals.  

Read Full Bio

Loren Moss

Loren Moss

Customer Experience Report, Editor-in-Chief

Loren Moss is senior analyst for Nearshore Americas and Editor in Chief of Customer Experience Report. In this role he writes and curates news and research regarding the contact center industry, as well as outsourcing in the Americas region.

Loren Moss is senior analyst for Nearshore Americas and Editor in Chief of Customer Experience Report. In this role he writes and curates news and research regarding the contact center industry, as well as outsourcing in the Americas region.

Read Full Bio

Lauren Mott

Lauren Mott

Charter Communications, Senior Director of Customer Care

Lauren Mott is the Senior Director of Customer Care for Charter Communications. In this capacity, she leads the quality monitoring and quality assurance efforts, oversees the executive escalations teams and manages the strategy and execution of Social Media Care. Lauren...

Lauren Mott is the Senior Director of Customer Care for Charter Communications. In this capacity, she leads the quality monitoring and quality assurance efforts, oversees the executive escalations teams and manages the strategy and execution of Social Media Care. Lauren is a twenty-year veteran of the contact center industry, with a specific focus on the customer experience delivery. She is a leader in the development and deployment of customer engagement programs that produce superior customer satisfaction results.

Read Full Bio

Jessica Noble, Tribridge

Jessica Noble

Tribridge, Customer Experience Practice Leader

Living in San Diego, Jessica Noble is the Customer Experience (CX) Practice Leader at Tribridge, headquartered in Tampa, FL. With a background in Sales, Product Management, CRM, and CX consulting, she is passionate about working alongside customers to...

Living in San Diego, Jessica Noble is the Customer Experience (CX) Practice Leader at Tribridge, headquartered in Tampa, FL. With a background in Sales, Product Management, CRM, and CX consulting, she is passionate about working alongside customers to transform their organizations and realize their unique CX goals.   She focuses on helping organizations align around their customers' needs and expectations in order to connect and engage in more meaningful ways.  Her responsibilities include:  Customer Strategy Development, CX Solution Design, and Program Oversight.  

Read Full Bio

Leslie  O'Flahavan

E-WRITE, Co-founder, partner
Twitter

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges...

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Read Full Bio

Anne Palmerine

Anne Palmerine

UPMC Health Plan, Associate Vice President, Customer Engagement & Enrollment Services

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan.  Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail.  Accomplishments have included implementation of...

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan.  Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail.  Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats).   Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.  

She has a bachelor’s degree from West Virginia University and an MBA from the University of Pittsburgh.

Read Full Bio

Brenda Patt

Diplomat Pharmacy, Telecom/Call Center Manager

Brenda Patt is the manager of Call Center Services at Diplomat Specialty Pharmacy. Diplomat is the country’s largest privately held Specialty Pharmacy, named Inc. Magazine’s top 500 growing companies since 2008. Prior to joining the Diplomat team in 2009, Brenda...

Brenda Patt is the manager of Call Center Services at Diplomat Specialty Pharmacy. Diplomat is the country’s largest privately held Specialty Pharmacy, named Inc. Magazine’s top 500 growing companies since 2008. Prior to joining the Diplomat team in 2009, Brenda held several positions related to Contact Center, particularly on the technology side. From Engineering at Ameritech, to 10 years of application design, support, and consulting for Trinity Heath Systems, to Contact Center Sales at AT&T, Brenda is well rounded in the Contact Center arena. She now manages the Tier 1 Customer Service department at Diplomat, and retains responsibility for application design, implementation, and operational adoption of contact center technology throughout the Diplomat organization.

Read Full Bio

Jennifer Richard

McKesson, Director, Call Center Operations

Jen Richard began her career in customer service over 18 years ago. Having worked in 2 completely unrelated service sectors - publishing and healthcare - she has had the privilege of working with very diverse customer segments. Jen has found...

Jen Richard began her career in customer service over 18 years ago. Having worked in 2 completely unrelated service sectors - publishing and healthcare - she has had the privilege of working with very diverse customer segments. Jen has found that regardless of the industry, the similarities in caller behaviors (and agents) are universal. For the past 11 years Jen has been working for McKesson, and truly enjoys the role they play in healthcare and patient lives.

Jen has a Bachelors Degree in Business Administration, member of the CCNG Magnet Program and is an ICMI Certified Strategic Leader.

Read Full Bio

Justin Robbins

ICMI, Community Director
Twitter

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's...

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

Read Full Bio

Estuardo Robles

Americas IT Forum, Co-Founder
Twitter

Estuardo Robles is specialized in marketing and business development in international markets, particularly the Americas region. He works with Latin American companies breaking into the US market and with US companies entering into Latin America.

In the BPO and Contact...

Estuardo Robles is specialized in marketing and business development in international markets, particularly the Americas region. He works with Latin American companies breaking into the US market and with US companies entering into Latin America.

In the BPO and Contact Center space, Robles’ experience includes the creation and organization of marketing initiatives and events that have led to the development of the Guatemalan and Honduran outsourcing markets. These include the Americas IT Forums, the Nearshore Business and Investment Forum, Movifest and LatinComm. Most recently he served on the board of Nearsol, a Contact Center services provider based in Guatemala.

Robles holds a BBA in Marketing and International Business from the University of Texas at Austin, an MBA from the Pontificia Universidad Católica de Chile. He has also been a professor at the Universidad Francisco Marroquin in Guatemala, and has provided training for The University of Texas at Austin Professional Development Center and the Universidad de Monterrey, UDEM. He speaks native English, Spanish and fluent Brazilian Portuguese. He was a regular contributor to Site Selection Magazine on the topic of Latin America Economic Development and is currently publishes the Business Development column in Forbes Magazine, Central America edition.

Read Full Bio

Scott Sachs

SJS Solutions, LLC, President

Scott Sachs is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC.  Scott consistently and successfully transforms and grows world-class customer...

Scott Sachs is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC.  Scott consistently and successfully transforms and grows world-class customer service organizations.  He thrives on working with organizations that are at an inflection point in their customer service lifecycle by focusing on 3 key areas:

- Leveraging technology tools to drive efficient operations
- Motivating staff to personally connect with customers
- Establishing meaningful metrics to drive effective business results


Scott earned a Bachelor of Science degree in Operations Research with a minor in Economics from the State University of New York at Albany.  In addition, Scott has an MBA with a concentration in Finance and Marketing from the Graduate School of Business at Columbia University.

Scott participates in numerous competitive athletic activities including tennis, 5/10k road races, and paddle tennis.

Read Full Bio

Art Schoeller

Forrester, Principal Analyst

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being...

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.
 
In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500M in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology.

Art has a dual B.S. degree in Computer Science and Computer Engineering from Brown University.

Read Full Bio

Paul Sewell

Paul Sewell is the Senior Director of Communications and Intelligence for OpenSpan (www.openspan.com), a recent ICMI Global Contact Center Award winner. A 14-year veteran of the customer service technology industry, Mr. Sewell is a respected evangelist and proponent of...

Paul Sewell is the Senior Director of Communications and Intelligence for OpenSpan (www.openspan.com), a recent ICMI Global Contact Center Award winner. A 14-year veteran of the customer service technology industry, Mr. Sewell is a respected evangelist and proponent of technology solutions that deliver world-class customer experiences. At OpenSpan, Paul’s efforts are focused on marketing the company’s analytics and desktop automation products. To reach Paul, please email him at info@openspan.com.

Read Full Bio

Laura Sikorski

Laura Sikorski

Laura Sikorski is a recognized expert in Call/Contact Centers, Project/Program Management and Business Operations.  She has worked with hospitals, utilities, automobile manufacturers and numerous other industries across the nation.

The call center policies, procedures, technology improvements, training programs and implementation...

Laura Sikorski is a recognized expert in Call/Contact Centers, Project/Program Management and Business Operations.  She has worked with hospitals, utilities, automobile manufacturers and numerous other industries across the nation.

The call center policies, procedures, technology improvements, training programs and implementation plans developed by Laura have improved operational excellence.  They have enabled staff to proactively anticipate customer needs to resolve all issues through consistency and product knowledge and ensure employees are consistently meeting and/or exceeding customer expectations and satisfaction.

She is the host of ‘Sikorski’s Think Abouts”, a popular weekly WebTV on The Daily Blu network.  She and her guests share their operations and technology expertise to help companies provide outstanding customer service and customer experiences.

Her professional principles are to lead by example, motivate through empowerment, delegate responsibility and recognize that employees are a company’s greatest asset.

Personal principles are to always keep issues in perspective, treat people the way she wants to be treated, and to make a difference whenever possible.

She can be reached at lsikorski@laurasikorski.com or 631.624.6650.

Read Full Bio

Sarah Stealey Reed

Zendesk, Director of Content Marketing
Twitter

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built...

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn

Read Full Bio

Jim Tincher

Heart of the Customer, Principal Consultant

Jim Tincher is the Principal Consultant at Heart of the Customer, a Customer Experience consulting company. Jim has more than 20 years of experience in driving customer experience from small business to Fortune 500 companies. Jim’s Customer Experience expertise has...

Jim Tincher is the Principal Consultant at Heart of the Customer, a Customer Experience consulting company. Jim has more than 20 years of experience in driving customer experience from small business to Fortune 500 companies. Jim’s Customer Experience expertise has led to engagements as far-reaching as developing consumer tests at Best Buy, creating a Customer Insights capability at UnitedHealth Group, and consulting with clients ranging from global fast food companies to utilities to international manufacturing and service companies.

Jim is a frequent keynote speaker and trainer on customer experience and journey mapping, helping employees to engage customers through a personal connection.  Jim teaches that true customer engagement only happens when you solve a problem and create a personal connection while doing so. He is a dynamic keynote speaker, passionate about building a world-class customer experience that results in engaged customers who come back time and again

Read Full Bio

Jeff Toister

Jeff Toister

Toister Performance Solutions, Inc., President
Twitter

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored over ten training videos on Lynda.com including Customer Service Fundamentals, Working With...

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored over ten training videos on Lynda.com including Customer Service Fundamentals, Working With Upset Customers, and Leading a Customer-Centric Culture. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential through customer service training, surveys, and creating customer-focused cultures. Jeff is on ICMI's list of the top 50 contact center thought leaders on Twitter and was recently named one of the world's Top 30 Customer Service Professionals by Global Gurus.

Read Full Bio

Penny Tootle

Penny Tootle

Las Vegas Valley Water District, Customer Care Manager

Penny Tootle is the Customer Care Manager with the Las Vegas Valley Water District. She has earned her BA in Business Administration and MA in Human Services Counseling from Liberty University. For more than 20 years she has specialized in...

Penny Tootle is the Customer Care Manager with the Las Vegas Valley Water District. She has earned her BA in Business Administration and MA in Human Services Counseling from Liberty University. For more than 20 years she has specialized in integrating technology with processes through several major system implementations and the effective integration of a meter to cash philosophy throughout the customer experience. She is a published author with a dynamic family and community presence.

Read Full Bio

Neal Topf

Callzilla, President

Neal Topf is the President and Co-Founder of Callzilla, a customer-experience focused contact center. Neal leads Callzilla’s operations and sales and marketing efforts as Callzilla has evolved into a quality and training-first, full service, onmi-channel solutions provider that helps US...

Neal Topf is the President and Co-Founder of Callzilla, a customer-experience focused contact center. Neal leads Callzilla’s operations and sales and marketing efforts as Callzilla has evolved into a quality and training-first, full service, onmi-channel solutions provider that helps US companies acquire and care for their English and Spanish speaking customers. Neal has lived, worked, and studied in multiple countries and diverse cultural environments and hopes to bring that wealth of experience, languages, and cultures to the Callzilla service portfolio. Neal resides in south Florida with his beautiful wife and almost 3 year old son which are his true passions.

Read Full Bio

Jeremy Watkin, FCR

Jeremy Watkin

FCR, Head of Quality

Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional.  He is also the co-founder and regular contributor on

Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional.  He is also the co-founder and regular contributor on Communicate Better Blog.  Jeremy has been recognized many times for his thought leadership.  Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Read Full Bio

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls