Business 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

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,...

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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...

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Cheryl Helm - ICMI Business Associate
Cheryl Helm

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...

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Wendy Fowler

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...

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Gina Szabo
Gina Szabo

Szabo Marketing International, President

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...

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Laura Grimes

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...

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Justin Robbins

JM Robbins & Associates, Founder | 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...

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