Brent Haferkamp is an International Customer Management Institute (ICMI) Certified Associate and Certified Consultant; providing strategic and tactical consulting and training for organizations in a variety of industries. As an ICMI employee, Brent has performed a number of call center assessment assignments, ranging from high level workforce management advisory to complete enterprise contact center redesign, as well as mid-term Executive Replacement (VP/Director) assignments.
Prior to joining ICMI, Brent was a Senior Manager overseeing the “virtual operations” of a large passenger transportation company with 24/7/365 operations and annual call volumes in excess of 24 million. Prior to that, he was a Workforce Manager for a large international call center outsourcer, supporting up to 20 programs at any given time. Brent graduated from Parks College of St. Louis University with a degree in Aerospace Science. He is a former U.S. Air Force Pilot and veteran of Desert Shield/Desert Storm. In his spare time, he writes and develops Visual Basic call center tools and is very active on a number contact center related web forums.