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Introducing ICMI’s 2022 Featured Contributors

By The Editors | Date Published: January 12, 2022 - Last Updated September 13, 2022 | Comments

wowICMI strives to give you the best insights of the contact center industry, and we can’t do it without contributions from contact center professionals such as yourself.

That’s why each year we put out a call for those willing to regularly contribute as featured contributors. Each of these industry vets has generously agreed to share their insights with six or more articles in 2022. Please join us in giving them a virtual round of applause for sharing their knowledge and helping the contact center community thrive.

ICMI Featured Contributors - 2022

Here are the ICMI Featured Contributors for 2022. If you want to congratulate them and connect, click on each name to go to their LinkedIn page:

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Sayo Afolayan

 Director Of Customer Service, Alerzo

Bob Azman

Chief Customer Service Experience Officer & Consultant, Innovative CX Solutions


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Vicki Brackett

President, Virtual Live Labs

Brad Cleveland

Brad Cleveland

Author, ICMI Co-Founder

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Jarrod Davis

Product Marketing Manager, Cognigy

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Rob Dwyer

VP, Customer Engagement, Happitu

Rebecca Gibson

Rebecca Gibson

Contact Center Consultant, Gibson Learning and Performance

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Corey (Klein) Goldbaum

Head of Marketing, Callzilla

Leslie O'Flahavan

Leslie O’Flahavan

Owner, E-Write

Jeff Rumburg

Jeff Rumburg

CEO, MetricNet LLC

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Holly Terrill

Director of Member Support Services, Meritrust Credit Union

Write for ICMI 

Do you want to share your wisdom, as well, and put yourself in the running for being an ICMI Featured Contributor in 2023? Consider contributing an article or two in 2022!

Here are our guidelines:

Basically, we want to give contact center professionals something to think about, either based on day-to-day experience or based on taking a step back and looking at the big picture. We ask that contributors be careful to not push ideas too hard that might lead to business for them - this should be informative, not a piece of marketing. Length is usually 600 - 1000 words, and all pieces are edited before being published.

If you want to take part, email our editor, Craig Idlebrook, at [email protected].


Alerzo · Full-time

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

Topics: Best Practices, Coaching And Quality Management, Culture And Engagement

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