Industry Insights – Trends Driving Change in the Contact Center

Brad Cleveland is recognized globally for his contributions to customer strategy and management. He was a founding partner in ICMI and has worked across 45 states and over 60 countries for many of today’s most recognized organizations—American Express, Apple, USAA, and others, as well as the governments of Australia, the U.S., and Canada. Brad is the author of Contact Center Management on Fast Forward, the profession’s top-selling management book. His latest book, Leading the Customer Experience, is a recipient of the NYC Big Book distinguished favorite award. His LinkedIn Learning courses have reached over 1 million views. Today, Brad serves as Senior Advisor to ICMI, and is an in-demand speaker, trainer, and consultant.

Scott Sachs is president at SJS Solutions. He is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC. Scott consistently and successfully transforms and grows world-class customer service organizations. He thrives on working with organizations that are at an inflection point in their customer service lifecycle.

Josh Streets is the CEO & Founder of Scoreboard Group Consulting, a company focused on partnering with HDI and ICMI to help companies find and implement the right technologies to improve the employee and customer experience. Josh is also ICMI’s Technology Practice leader. Learn more about how ICMI’s Technology Practice can help you accelerate your technology roadmap.

Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering workforce management and quality management programs for companies of all sizes and across a variety of industries. 

Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions to make improvements in such areas as: Customer Satisfaction, Quality Assurance, Workforce Management, Call Routing, Contact Center Design, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

Wendy is also a guest speaker at many industry events for such contact center forums as ICMI, NECCF and SWPP.

She has a passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change that have proven to improve efficiencies, customer satisfaction and quality.