Immediate Impact in a Growing Center (Allianz Global Assistance)
Empowering contact center excellence for 30 years!

Immediate Impact in a Growing Center (Allianz Global Assistance)

Barbara Hadley, former VP of Information Technology at Mondial Assistance Canada (now Allianz Global Assistance), decided to become an ICMI-Certified Strategic Leader to improve and expand her knowledge of managing a call center.

 “I wanted to ensure that the practices I had learned within my company were the best practices and expand my toolkit,” she said. “We used the ‘train the trainer’ method, along with our team meetings, to work through the operations handbook. This helped to get everyone on the same page, which helped us manage as a team and saved the company investments by doing it right the first time.”

 “Our company was in growth mode when I started ICMI Professional Certification, so we saw the benefits before I finished the program,” Hadley said. “Between the information on the key components to opening a call center and the team education on operations management, we were able to see immediate impacts.”

ICMI Professional Certification – the industry standard for professional excellence in contact center management – is available through ICMI, the leading global provider of comprehensive resources for customer management professionals for more than 25 years.

To learn how ICMI Professional Certification can provide the same benefits to your organization’s contact center, visit and request information today at, or contact Todd Piccuillo at or 203-242-6632.



Topics: Learning & Development, Site Operations, Strategy & Planning, Technology


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No, we don’t have a formal policy
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