Gwen Foster Oglesby has more than fifteen years of experience managing the call center teams of various Fortune 500 companies. It was during this time she realized her passion for customer service and began to cultivate her platform for customer service awareness.
As a native of Jacksonville, Florida—a city known for its concentration of call centers—Gwen began to notice that the dynamics, behaviors, and drivers within various centers were strikingly similar. She journaled her experiences and best practices in her recently published book, Call Center: A Focus on Customer Service. It is her sincere desire that this book can empower employees to present a positive work ethic and professional image in the workplace. The book contains valuable information and best practices, including the I.P.A.D. competencies. The book is available online at Amazon, Barnes and Noble and Books-A- Million. You can visit her website at callcenterthebook.com.
Gwen holds a bachelor’s degree in Business Administration from the University of North Florida in Jacksonville, Florida.