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

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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
Georgia Adams, Navy Federal Credit Union

Georgia  Adams

Navy Federal Credit Union, Supervisor of Social Care

Georgia is the supervisor of Navy Federal Credit Union's Social Care Team, in the Contact Center's Resolution Branch. She works in partnership with the marketing team's Social Media Community Manager to lead the credit union's five-person Social Care Team, which...

Georgia is the supervisor of Navy Federal Credit Union's Social Care Team, in the Contact Center's Resolution Branch. She works in partnership with the marketing team's Social Media Community Manager to lead the credit union's five-person Social Care Team, which just won Best Social Media Customer Care in ICMI's Global Contact Center Awards. Georgia joined Navy Federal in 2013, working overnights as an editor for responses to member messages sent through the credit union's website, and monitoring the company's Facebook and Twitter accounts. For nearly two years she monitored, trained other monitors, and provided feedback to the marketing team about possible improvements to the monitoring procedures. After gaining this experience, she was a natural fit to lead the newly formed Social Care Team. Georgia holds a bachelor's degree from the University of West Florida, where she double-majored in journalism and international relations, and she brings more than five years of leadership experience to her role.

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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

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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.

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Chip Bell

Industry Expert and Best-Selling Author
Twitter

Chip Bell is a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has...

Chip Bell is a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur. The newest of his seven best-selling books is, "The 9 1/2 Principles of Innovative Service". Leadership Excellence Magazine listed him among the top 30 thought leaders in the world.

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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.

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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.

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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.

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Chuck Browne

Chuck  Browne

As a Senior Manager on Vivint Smart Home’s Customer Care team, Chuck is responsible for the daily operations and strategic growth of the organization. Chuck has been involved in the Customer Service industry for 15 years influencing a strong, customer-facing...

As a Senior Manager on Vivint Smart Home’s Customer Care team, Chuck is responsible for the daily operations and strategic growth of the organization. Chuck has been involved in the Customer Service industry for 15 years influencing a strong, customer-facing approach to service at Vivint Smart Home for 6 of those years.

Chuck co-leads a team of nearly a thousand customer service agents and leaders across three sites. In 2016 Chuck’s team successfully launched a work from home program that has rapidly expanded to over 100 agents and 4 supervisors. Chuck has played a vital role the last 6 years in the consistent improvement of Vivint Smart Home’s quality of service and operational efficiency, amidst 30%+ growth each year, an aggressive product launch schedule, and market expansion.

Chuck received his Bachelor of Science from Brigham Young University in 2012. Chuck has been married for 10 years and has two beautiful daughters. When Chuck is not in the office, he can often be found on one of Utah’s world class rivers practicing his fly-fishing or hiking trails with his family.

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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.

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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.

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Brad Cleveland

Brad Cleveland

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.

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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.

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Chris Edmonds

Chris Edmonds

The Purposeful Culture Group, Founder & CEO

Chris Edmonds is a sought-after speaker, author, and executive consultant who is the founder and CEO of The Purposeful Culture Group. After a 15-year executive career leading high performing teams, Chris began his consulting company in 1990. He...

Chris Edmonds is a sought-after speaker, author, and executive consultant who is the founder and CEO of The Purposeful Culture Group. After a 15-year executive career leading high performing teams, Chris began his consulting company in 1990. He has also served as a senior consultant with The Ken Blanchard Companies since 1995. Chris is one of Inc. Magazine’s 100 Great Leadership Speakers and was a featured presenter at SXSW 2015.

Chris is the author of the Amazon best seller The Culture Engine, the best seller Leading At A Higher Level with Ken Blanchard, and five other books. Chris' blog, podcasts, research, and videos can be found at Driving Results Through Culture. Thousands of followers enjoy his daily quotes on organizational culture, servant leadership, and workplace inspiration on Twitter at @scedmonds.

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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.

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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.

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Todd Gladden

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

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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.

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Sean Hawkins

Framework Homeownership, Manager of Support and Product
Twitter

Currently the Manager of Support and Product at Framework Homeownership, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across...

Currently the Manager of Support and Product at Framework Homeownership, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries and environments including sales, BPO, and SaaS to name a few. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Follow Sean:
@SeanBHawkins
@CallCntrWeekly

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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.

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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.

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Jeremy Hyde

Jeremy Hyde

Midwest Contact Center Association, Board of Directors

Jeremy Hyde has over 10 years experience working in both inbound and outbound contact centers. In his current role he is responsible for vendor management and process oversight within the contact center for Ucare, a MN based health...

Jeremy Hyde has over 10 years experience working in both inbound and outbound contact centers. In his current role he is responsible for vendor management and process oversight within the contact center for Ucare, a MN based health plan. Jeremy also serves on the Board of Directors for the Midwest Contact Center Association which aims to bring together a network of peers focused on collaboration and education. Jeremy is passionately focused on employee development, team culture and customer experience. 

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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.

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Marjorie Love

Marjorie Love

Marjorie Love is a Contract Manager for Zeiders Enterprises in Woodbridge, VA.  Zeiders is a quality of life company that has provided human capital programs for the military and veteran community exclusively for the last 30 years.  Marjorie leads a...

Marjorie Love is a Contract Manager for Zeiders Enterprises in Woodbridge, VA.  Zeiders is a quality of life company that has provided human capital programs for the military and veteran community exclusively for the last 30 years.  Marjorie leads a team of more than 125 professionals and technical experts in the delivery of a U.S. Department of Defense program that includes a medium-sized call center with its own full-fledged home agent program in place.    Zeiders’ call center received ICMI Certification in 2015 and was awarded ICMI’s Best Medium Contact Center in 2016.  Marjorie provides senior oversight for adherence and compliance to all contractual requirements associated with the call center services where remote agents represent 97% of the call center staff and are located across 26 states and overseas.  In addition to her leadership experience, she has direct experience as a remote agent supporting the program. Throughout her 30-year career as a working professional in a variety of industries to include government/military, nonprofits, and Fortune 500 staffing and hospitality companies, she has been an invited speaker at dozens of events and venues over the years.  Marjorie and her work have been featured in print and news media to include newspapers, magazines and television.  She hold a master’s degree in management and a bachelor’s degree in journalism.

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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.

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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.

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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

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Debi Mongan

Debi Mongan

Debi Mongan is a tried and proven leader in the Call Center and Customer Service field with over 25 years experience.  She is an innovator and has excelled at managing call centers both inbound and outbound, handling sales and customer...

Debi Mongan is a tried and proven leader in the Call Center and Customer Service field with over 25 years experience.  She is an innovator and has excelled at managing call centers both inbound and outbound, handling sales and customer service. She has held call center management positions in the publishing, E-commerce, professional baseball and travel industries.

Debi has had particular success with retention of agents and employee engagement, creating a culture in her call centers that is nurturing while tough, fun while productive and extremely employee-centric.  “Mamabear”, as her agents tend to call her cares about the people on both ends of the phone call and is dedicated to creating a positive experience for them both.

She has crafted a way to help agents use mindfulness techniques to reduce stress in the call center and increase KPIs and Employee Satisfaction.   

Professionally, she served as Vice President on the Board of Directors for C.A.R.E., was on the Strategic Planning Committee for Travel Advantage Network and was Director of Operations for Maryland Baseball Telemarketing. Debi is also a certified Reiki practitioner and LOA coach in the mindfulness field. She founded The Mindful Call Center consulting and is currently dedicated to combining these two worlds and helping Customer Service employees and their companies blossom.

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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.

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Dan Moross

Dan Moross

Dan Moross is Director of Customer Experience at moo.com, an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships....

Dan Moross is Director of Customer Experience at moo.com, an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships. Since joining MOO as their first customer service agent, Dan has built a highly engaged team of over 70 support specialists across two locations (London and Rhode Island, USA).

Dan's principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalized products online through to the final package they receive. Armed with the MOO Promise, which is aligned with the company's overarching brand values, it's clear that MOO understands how important it is to have a customer focused team that sits at the heart of the company, committed to helping customers along their journey.

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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.

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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.

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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.  

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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.

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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.

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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.

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Justin Robbins

HDI & ICMI, Content Director
Twitter

Justin Robbins is the Content Director at HDI & ICMI. He’s a customer service expert who’s coached thousands of individuals around the globe on contact center best practices. He’s a professional member of the National Speakers Association and has been...

Justin Robbins is the Content Director at HDI & ICMI. He’s a customer service expert who’s coached thousands of individuals around the globe on contact center best practices. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News, Fox News and numerous other media outlets.

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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.

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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.

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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.

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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

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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

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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.

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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.

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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.

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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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