ICMI Announces Sarah Stealey As Its New Editor at Large
International Customer Management Institute (ICMI) Announces Sarah Stealey As Its New Editor at Large
Experienced Customer Service Executive to Build on ICMI’s Long History of Providing Contact Center Professionals with Practical Guidance, Best Practices, and Strategic Insights
Colorado Springs, CO --- August 2, 2012 --- ICMI, the leading global provider of comprehensive resources for customer management professionals, has named Sarah Stealey as its Editor-at-Large.
Ms. Stealey, who has been in an Executive role at iContact for more than four years, will be in charge of setting the strategic content direction for icmi.com and will serve as a subject matter expert for ICMI.
Ms. Stealey joined iContact, a Vocus company (VOCS), in 2008 and oversees services and customer support. Initially she developed a high performance culture, built a new management team, and prepared the department for significant customer and volume growth. While at iContact, Sarah has consistently exceeded metrics, created a Customer Insight team and refocused all agent goals around CSAT, DSAT and WOWME. She restructured the company’s CSAT survey to correlate customer experience with company values, ultimately maintaining >86% CSAT scores.
Sarah is a Customer Experience and Contact Center Operations executive with over 17 years of progressive sales, vendor, and customer management experience, primarily in multi-site global organizations. She’s had responsibility at all levels and across all contact center functions including QA, training, WFM, client services, and operations.
In 2011, her iContact Support team was awarded the ICMI "Global Call Center of the Year" for Small to Medium-Sized Centers. She has also sat on the ICMI conference advisory board since October 2011, and spoke at Dreamforce 2011 and ACCE 2012.
“The addition of Sarah to the ICMI team is a big win for the contact center community as her industry expertise will be key in shaping the content we deliver, and how that content is delivered,” noted Marta Kelsey, Marketing and Community Director. “Sarah’s comprehensive understanding of the needs of the contact center industry and community will greatly benefit ICMI and our network.”
Ms. Stealey joins ICMI as the organization moves forward with enhancing the way it provides content to its community of contact center professionals on a daily basis, as well as how it approaches industry award programs that recognize both organizations and individuals. Look for more content on key emerging call center topics: mobile service, in-sourcing, metrics, case-handling, agent management, quality, and much more.