Certified Associates
Empowering contact center excellence for 30 years!

ICMI Certified Associates

ICMI has selected only the best instructors in the industry to deliver our course offerings. These instructors are well known for their experience in our industry and their ability to deliver a quality course experience.

Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Former President/CEO
bcleveland@icmi.com | 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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Laura Grimes

ICMI, Senior Certified Associate
laura@harringtonconsultinggroup.com

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing...

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.

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Justin Robbins

HDI and ICMI, Group Community Director
jrobbins@icmi.com | 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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Ann Gray

Gray and Associates, Lead Consultant and Owner
ann.gray@grayandassociates.net

Ann Gray is a recognized contact center consultant, speaker, and seminar leader. She brings an exciting and effective combination of passion, experience, knowledge, and energy to every engagement.

Ms. Gray’s work focuses on the contact center delivery...

Ann Gray is a recognized contact center consultant, speaker, and seminar leader. She brings an exciting and effective combination of passion, experience, knowledge, and energy to every engagement.

Ms. Gray’s work focuses on the contact center delivery channel of the overall customer experience and encompasses strategic planning, operations management, and performance maximization.  She has helped numerous organizations define and reach their customer experience goals through projects involving contact center planning and management, quality assurance, sales, retention, and training and development. Her experience spans several industries including financial, insurance, retail, medical, and technology.

Ms. Gray is the owner of the independent consulting firm, Gray and Associates.  She is a Senior Certified Associate of ICMI.

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Cheryl Helm

Helm Communications, Inc. , Consultancy Practice Owner
cheryl@helmcomm.com

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked...

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked with and instructed clients all over Europe, Australia, Japan, the Caribbean, US and Canada. She brings a wealth of experience to her clients as a result of the broad range of businesses with which she worked - insurance, health care, airlines, hotels, automobile associations, software developers, helpdesks, manufacturers, telephony and mobility, utilities both gas and hydro (electric), along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl teamed up with ICMI in 1998 and has instructed courses, web seminars and engaged in consulting projects with ICMI ever since.

Cheryl’s specialty is with customer contact/call flow design ensuring the design meets the customer and business needs, along with the statistical requirements. Translating those requirements into workable solutions is her forte,and she has a proven ability to provide interpretation of statistics for clients from the ACD, work force management and IVR systems.

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Gina Szabo

Gina Szabo

ICMI, Senior Certified Associate
gmszabo@rogers.com

Gina Szabo is a Senior Certified Associate of ICMI and President of Szabo Marketing International, a company dedicated to building and improving contact center performance globally.  She has over 25 years of progression customer contact management, training and consulting experience...

Gina Szabo is a Senior Certified Associate of ICMI and President of Szabo Marketing International, a company dedicated to building and improving contact center performance globally.  She has over 25 years of progression customer contact management, training and consulting experience in North America, the United Kingdom, Europe, China, Costa Rica, New Zealand and Australia.

Specializing in contact center performance improvement, Gina has been establishing and implementing organizational change, people development programs and business process improvements resulting in efficient, state-of-the-art customer contact operations. Her hands-on experience with small, medium and large enterprises has equipped Gina with proven models of success for contact center recruitment, training, workforce and campaign management, sales and service, monitoring, coaching, communications, bonus and incentive programs and reporting.

Gina is a committed professional who brings high energy, focus and positive outcomes to all her clients.  Her natural collaborative style coupled with outstanding communication skills allows for effortless skills transfer.

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Rose Polchin

ICMI, Senior Consultant
rpolchin@icmi.com

Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as...

Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country’s largest health care services organizations, Rose’s leadership was instrumental in creating and implementing a common vision, strategy and processes across the company’s multi-site contact center network, which helped establish the contact centers as strategic assets for the business. 

Rose now continues her commitment to excellence in customer experience through her delivery of ICMI seminars and by partnering with customers on key projects.   Her hands-on experience has equipped her with the ability to consult with contact centers on all facets of contact center management from strategic development and deployment of resources to quality program design and employee engagement.  Rose’s passion and focus is partnering with customers to develop and implement strategies that create value for their respective organizations, customers and employees.

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Todd Gladden

PlanMen Consultancy, LLC, Vice President – US Operations
Todd.Gladden@Planmen.com

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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Wendy Fowler

wfowler@icmi.com

Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering...

Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering workforce management and quality management programs for companies of all sizes and across a variety of industries. 

Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions to make improvements in such areas as: Customer Satisfaction, Quality Assurance, Workforce Management, Call Routing, Contact Center Design, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

Wendy is also a guest speaker at many industry events for such contact center forums as ICMI, NECCF and SWPP.

She has a passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change that have proven to improve efficiencies, customer satisfaction and quality.

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QuickPoll

Which method do you feel is most effective for recruiting new agents?

Employee referrals
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