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Business Associates

ICMI has selected only the best instructors in the industry to deliver our course offerings. These instructors are well known for their experience in our industry and their ability to deliver a quality course experience.

Brad Cleveland

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple,...

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Todd Gladden
G. Todd Gladden

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...

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Cheryl Helm - ICMI Business Associate
Cheryl Helm

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...

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Headshot for Josh Streets
Josh Streets

Scoreboard Group, CEO and Founder

Josh Streets lives life with one purpose, “To bring out the best in people and their businesses.”  He is a trusted advisor to executives and organizations around the country...

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Wendy Fowler

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...

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Laura Grimes

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...

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