Call Center Expert Advisory Board | ICMI

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Advisory Board

The ICMI Conferences Advisory Board consists of contact center executives and experts representing a cross-section of roles. The board’s responsibility includes advising the management team on the latest industry trends, challenges and discussion issues, thus creating an event developed by and for the contact center industry.

 
Chuck Browne
Chuck Browne

Chuck  Browne

Vivint, Senior Manager, Smart Home’s Customer Care team

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.

 
Brad Cleveland
Brad Cleveland

Brad Cleveland

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, 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.

 
Bob Furniss
Bob Furniss

Bob Furniss

Bluewolf, Director, Customer Care/Service Cloud
Twitter

Bob is the Director of Bluewolf’s Service Cloud Practice and leads a team of consultants focused on improving customer service and engagement. For more than 30 years, Bob’s career has focused on the customer experience. First as a leader of company contact centers, and then as a consultant, Bob helps companies optimize customer engagement moments by creating service roadmaps, implementing CRM and improving digital channels. As a member of the National Speakers Association, Bob speaks internationally on frontline leadership and the importance of developing a customer-obsessed business culture. Based on his passion for improving customer experiences he has created a career hashtag - #ILoveThisStuff. Bob brings has worked with some of the best names in the world – FedEx, Delta, Cardinal Health, Lenovo, St. Jude Children’s Research Hospital – and more. On a personal note, Bob is a proud dad, loves photography, and has a passion for ministry in Honduras.

 

Beth Gauthier-Jenkins

Gopher Sport, Vice President, Customer Care

Beth is Vice President of Customer Care with Gopher Sports and is an experienced customer care leader with a demonstrated history of success working in the contact center and service industries. She is highly skilled in Operations Management, Process Optimization, Budgeting, Coaching, and Performance Management. Beth holds a Master of Arts (M.A.) focused in Leadership and Management from Concordia University-St. Paul.
 
Todd Gladden
Todd Gladden

G. 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 ...

 
Dan Moross
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. 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.

 
Anne Palmerine
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 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. ,/p>

 

Justin Robbins

JM Robbins & Associates, Founder
hello@jmrobbinsassociates.com | Twitter

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.com

 

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 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.

This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

Haley Birdyshaw , Sponsor and Donor Relations Operations Analyst, Compassion International

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   © 2019 Informa PLC, All Rights Reserved.