Business Associates

Ingrid Bradford is a recognized leader in Knowledge Management, IT Service Management, and Contact Center Service with 25 years of experience helping organizations connect people to the knowledge they need, when they need it. Her expertise spans ITSM, contact centers,...

Ingrid Bradford is a recognized leader in Knowledge Management, IT Service Management, and Contact Center Service with 25 years of experience helping organizations connect people to the knowledge they need, when they need it. Her expertise spans ITSM, contact centers, knowledge management, content strategy, and learning and development, with a focus on building human-centered, AI-ready organizations.

Ingrid has been part of the ICMI and HDI community since 2006, contributing to the design and development of much of HDI’s certification and training portfolio. Today, she serves as an ICMI consultant, advisor, and faculty member. She is KCS v6 Principles Certified and has led strategic, enterprise-wide initiatives that connect knowledge management and AI to improve operational performance and accelerate adoption.

A champion of practical, human-centered approaches to transformation, Ingrid specializes in turning complex organizational knowledge into trusted, reusable, AI-ready assets while preparing frontline teams to use knowledge and technology effectively. Her work helps organizations move beyond simply managing information to treating knowledge as a strategic enterprise asset.

In every session, Ingrid brings real-world experience, practical frameworks, and a strong belief that sustainable transformation happens when people are equipped to succeed. Her focus is simple: build better knowledge, enable better decisions, and create better service experiences.

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing...

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.

Salina Ferrow is the Founder and CEO of Contribution Consulting LLC, a certified Women-Owned Small Business (WOSB) based in Wichita, Kansas. With over 30 years of leadership experience, Salina is a Certified Executive Coach and Lean Six Sigma Certified...

Salina Ferrow is the Founder and CEO of Contribution Consulting LLC, a certified Women-Owned Small Business (WOSB) based in Wichita, Kansas. With over 30 years of leadership experience, Salina is a Certified Executive Coach and Lean Six Sigma Certified professional who specializes in leadership development, training, and contact center optimization across both government and commercial sectors.

Before founding her firm, Salina served as a senior executive with the U.S. Postal Service, where she led large-scale customer care operations and drove organizational improvements that enhanced the employee and customer experience. Her leadership focused on strengthening People, Process, and Technology through initiatives such as CRM and IVR modernization, omni-channel integration, and customer experience transformation.

Salina is known for her engaging training style and ability to help leaders and teams build emotional intelligence, strengthen leadership capability, enhance communication, and achieve measurable performance outcomes. She brings a passion for developing people and improving organizational culture through practical, hands-on approaches that inspire growth and results.

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings...

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development.

Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process and training opportunities where significant productivity gains can be realized. He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert.

He holds a Bachelor’s degree in Business Management, a Master’s in Human Resource Management and Lean Sigma Management certification. He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP). He may be reached at [email protected]

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...

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.