About The Author

Layne Holley oversees content, research peer channels, Executive Peer Groups and other programs and services for ICMI community members and stakeholders. An award-winning journalist, Layne has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center. Her deep background in journalism and group facilitation is the foundation for her ability to connect ideas and people to develop analysis and build understanding that leads to positive action plans. Her experience as a retail frontline manager served as a gateway to her mission to help improve the quality of the customer experience while meeting business needs and goals.