Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked with and instructed clients all over Europe, Australia, Japan, the Caribbean, US and Canada. She brings a wealth of experience to her clients as a result of the broad range of businesses with which she worked - insurance, health care, airlines, hotels, automobile associations, software developers, helpdesks, manufacturers, telephony and mobility, utilities both gas and hydro (electric), along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl teamed up with ICMI in 1998 and has instructed courses, web seminars and engaged in consulting projects with ICMI ever since.
Cheryl’s specialty is with customer contact/call flow design ensuring the design meets the customer and business needs, along with the statistical requirements. Translating those requirements into workable solutions is her forte,and she has a proven ability to provide interpretation of statistics for clients from the ACD, work force management and IVR systems.