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Rebecca Gibson is a tireless contact center advocate who believes passionate employees are the key to an engaged workplace and memorable customer experiences. With over 20 years of experience partnering with customers to improve employee and operational performance, she has a gift for identifying and aligning organizational, contact center, team, and individual goals to improve results and creating performance improvement initiatives that support customers’ highest goals. In addition to an extensive contact center background, Rebecca has deep knowledge in adult learning, instructional design concepts, program measurement, and evaluation. This background drives her approach to every consulting and training project: (1) identify creative, positive, and effective approaches to uncover opportunities and continuously improve, (2) make sure every stakeholder is active and engaged, and (3) accurately measure progress and celebrate strengths. Connect with her on LinkedIn and follow her on Twitter @gibsonlearning.
These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.