Published: January 14, 2019 | Comments
Last year, we launched the ICMI Featured Contributor program. The
inaugural roster featured experts from a variety of backgrounds, and
throughout 2018 they shared their knowledge to help us educate, inspire,
and shape the contact center industry.
We’re pleased to continue that program this year and excited to announce
the 2019 lineup!
What will ICMI Featured Contributors do? They’ll be your voice throughout
the year. They’ll answer your burning questions, push you to think about
new ways of approaching contact center leadership, and hopefully inspire
you with new confidence. Each of these writers will share quarterly
articles on icmi.com and in our Contact Center Insider Newsletter. We hope
you’ll follow along!
Without further ado, get to know our 2019 ICMI Featured Contributors.
Matt Beckwith, Contact Center Director, Clark Pest Control
Matt Beckwith is proud to be a Contact Center Geek. Since putting on the
headset for the first time as a 411 operator, he has spent more than 20
years leading customer service and sales call centers in different
industries. His passion for customer service and experience, technology,
leadership, and professional development has led him to his current role
leading customer contact operations for Clark Pest Control, one of the
largest and most successful pest control companies in the US. He writes at
ContactCenterGeek.com and tweets @mattbikewith. Matt also serves as a
steering committee member for the Northern California Contact Center
Dr. Debra Bentson, Contact Center WFM Expert, ICMI Advisory Board Member
Debra earned her doctorate degree in Business Administration. She has spent
most of her career in Contact Centers, the past 20 years building and
leading Workforce Management teams, and worked in a variety of industries.
Her leadership style balances empowerment, accountability, results, and
fun. When not at work, Debra occupies her free time as a member of the DNF
(Did Not Finish) team at the Antioch, California dirt track – push starting
Sprint cars and supporting raceway safety. She lives by these words: "Work
and play, laugh loud and often, be safe and strong, and live on your own
terms". Learn more about and connect with Debra on social media at:
https://www.linkedin.com/in/dr-debra-bentson/ and on Twitter @theccdoctor
Nate Brown, Co-Founder, CX Accelerator
Nate is the Co-founder of CX Accelerator. While Customer Service is his
primary expertise, Nate is able to leverage experience in professional
services, marketing, and sales to connect dots and solve the big problems.
From authoring and leading a Customer Experience program, to journey
mapping, to managing a complex contact center, Nate is always learning new
things and sharing with the CX community. Follow him on Twitter using
Kaye Chapman, Learning & Development Manager, Comm100
Kaye is Comm100’s Learning & Development Manager, an
internationally-experienced writer and trainer, and an MA student at
University College London, the world’s #1 center for Education and Social
Science. Kaye has worked with Fortune 500, governmental and private firms
across the world to advance customer service operations and embed leading
learning and development strategy. As a specialist in Contact Centers, Kaye
is passionate about using technology and training to improve experiences
for customers and employees alike.
Jenny Dempsey, Social Media and Customer Experience Manager, Number Barn
Jenny Dempsey is the Social Media and Customer Experience Manager for
NumberBarn.com. With over a decade of customer service experience under her
belt, she's the co-founder of CustomerServiceLife.com. As a certified
health coach and the founder of Jenny Dempsey Wellness, she also provides
corporate wellness in the workplace workshops for teams. She is the mother to a toothless rescue cat named Chompers and lives in sunny
Matt Dixon, Chief Product & Research Officer, Tethr
Matt Dixon is Chief Product & Research Officer of the Austin-based AI
and machine learning venture, Tethr. In this capacity, he has
responsibility for product strategy, product management and product
Prior to joining Tethr, Matt was a Senior Partner and Global Head of Sales
Force Effectiveness Solutions at Korn Ferry Hay Group and, before that,
held numerous global leadership roles in research, product development and
management for CEB, now Gartner.
Matt is a sought-after speaker and advisor to management teams around the
world, having presented his findings at a wide range of industry
conferences as well as to hundreds of senior executive teams around the
world, including those of many Fortune 500 companies.
Chris Edmonds, CEO, The Purposeful Culture Group
Chris Edmonds is a sought-after speaker, author, and executive consultant
who is the founder and CEO of The Purposeful Culture Group. After a 15-year
executive career leading high performing teams, Chris began his consulting
company in 1990. He has also served as a senior consultant with The Ken
Blanchard Companies since 1995. Chris is one of Inc. Magazine’s 100 Great
Leadership Speakers and was a featured presenter at SXSW 2015.
Chris is the author of the Amazon best seller The Culture Engine, the best
seller Leading At A Higher Level with Ken Blanchard, and five other books.
Chris' blog, podcasts, research, and videos can be found at Driving ResultsThrough Culture. Thousands of followers enjoy his daily quotes on
organizational culture, servant leadership, and workplace inspiration on
Twitter at @scedmonds.
Andrew Gilliam, ITS Service Desk Consultant, Western Kentucky University
Andrew Gilliam is a passionate customer experience innovator and change
agent. He's developed new employee portals, created effective surveys, and
built silo-busting escalation systems. Andrew's background in Information
Technology put him on the front-lines of customer service as an ITS Service
Desk Consultant for Western Kentucky University. His vision: deliver
Amazing Customer Service and Technical Support™. Follow Andrew on Twitter: @ndytg.
Chris Hanna, Manager, Technical Advisory, Star Tech
At Star Tech, Chris leads a team of 40+ product and technology specialists
that provide technical support to a wide range of global customers,
including IT professionals and value-added resellers, using a number of
mediums including phone, email, live chat, remote support, and online
He also manages the "Workforce Management & Analytics Program, " tasked
with coordinating all scheduling, forecasting, and analytics for the
Karin Hurt, CEO Lets Grow Leaders
Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless
executive. Karin was named on Inc.'s list 100 Great Leadership Speakers for
2018 and the American Management Association List of 50 Leaders to Watch.
She's the award-winning author of two books, Winning Well: A Manager's
Guide to Getting Results- Without Losing Your Soul, and Overcoming an
Imperfect Boss. She's regularly featured in business publications including
Fast Company, Entrepreneur, and Inc.
Amber Krueger, Operations Manager, AVP, U.S. Bancorp Fund Services, LLC
Amber Krueger has worked in the contact center industry since 2007. She
earned her MBA from Lakeland College in 2010 and has been managing since
2011. She enjoys looking at numbers and finding ways to foster improvement
in all areas of the department.
Robert Lamb, Sr. Customer Contact Consultant, CDW
Robert is a thought leader in omnichannel contact center strategy and
performance. As an architect with a business management background,
Robert's specialty is maximizing his client's bottom line by optimizing
both productivity and the customer experience.
Robert has 30+ years of contact center experience, having advised 1,800+
companies and formally consulted to nearly 500 clients. He has been
technically certified for design, implementation, integration and
application development for Cisco, Nuance, Avaya and Genesys contact center
technologies. He has designed contact centers that have been implemented
for +150 clients.
Erica Mancuso, Director of Client Care, Straightaway Health Careers
Erica Mancuso builds teams that deliver exceptional customer experiences.
After 15 years of leading customer-facing teams for entrepreneurial
technology companies, Erica knows these experiences are the result of not
only a solid product but also great employees armed with the right tools
and processes to get the job done well. Erica is Director of Client Care at
Straightaway Health Careers. Connect with Erica on Twitter.
Leslie O’Flahavan, Principal, E-WRITE
Leslie O'Flahavan, E-WRITE Principal, has helped thousands of people learn
to write well for online readers. She is a problem-solver for all the
writing-related challenges faced by contact centers: e-mail, chat, and
social media. She helps contact centers train agents to write excellent
e-mail, measure the quality of their e-mails to customers, and rewrite and
maintain their entire library of canned answers. Recently, she completed a
complete overhaul of customer service writing for a global airline’s
domestic and international contact centers. Leslie is the co-author of
Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service
Agents. Reach Leslie at Leslie@ewriteonline.com or follow her on Twitter
Scott Ontiveroz, Social Media and Digital Marketing Expert
Scott Ontiveroz is a social media and digital marketing expert. He helps
people and businesses to expand their digital footprint and reach and
engage with their target audiences on Social Media.
Follow him on Twitter.
Michael Pace, Principal and Owner, The Pace of Service
Incredibly fortunate, by his own admission, Michael wakes up each day
envisioning how he can inspire companies to create environments, journeys,
and actions that help make their customers more successful. He believes
wildly successful companies start with successful customers and associates.
In 2012, he started and built a consultancy through strong values,
discipline, and sharp customer focus. Since then, he has built
awe-inspiring experiences resulting in worldwide leading customer
experience scoring for a variety of industries and organizations.
As he puts it: “I engineer monumental and awe-inspiring customer
experiences; I build cathedrals of customer experience. Starting with a
solid foundation of Culture, the Best Talent, Process Management, the Right
Technology, and Data Insights, I construct the pillars of a customer
experience strategy for your contact center or customer care teams, and
deliver awe-inspiring experiences.”
Jeff Rumburg, Managing Partner, MetricNet, LLC
Jeff Rumburg is co-founder and Managing Partner of MetricNet, LLC. He was
awarded the 2014 Ron Muns Lifetime Achievement Award by HDI for his
contributions to the IT Service and Support industry. He has authored a
best-selling book on Benchmarking and has published more than 100
whitepapers on Contact Center Best Practices. He has also been retained as
a contact center expert by more than half of the FORTUNE 1000, including
such well-known companies as HP, Intel, General Motors, IBM, and American
Express. Equally broad is his industry experience, which includes contact
center project management and benchmarking for virtually every major
Prior to co-founding MetricNet, Mr. Rumburg was president and founder of
The Verity Group, an international management consulting firm specializing
in benchmarking and competitive analysis. As president of The Verity Group,
Mr. Rumburg launched a syndicated benchmarking service that provided
contact center benchmarks to more than 1,000 corporations worldwide.
Jeremy Watkin, Director of Customer Experience, FCR
Jeremy Watkin is the Director of Customer Experience at FCR, the premier
provider of outsourced call center and business process solutions. He has
more than 17 years of experience as a customer service, customer
experience, and contact center professional. He is also the co-founder and
regular contributor on Customer Service Life. Jeremy has been recognized
many times for his thought leadership. Connect with him on Twitter and
LinkedIn for more awesome customer service and experience insights.