Vicki Brackett is a recognized thought leader and expert in work-at-home operations, employee engagement, and leadership development. With nearly two decades of experience, she has led thousands of employees across customer service, sales, and technical support in virtual contact center environments. Vicki's insights have been featured in leading publications, including Forbes, Fast Company, Fortune, CFO Magazine, CEOWorld, HR News, and more. As the author of The Leadership Toolbox - Manage Less, Achieve More, Vicki shares proven leadership strategies that have been tested by thousands of employees to boost engagement, productivity, and customer satisfaction. In 2025, she was named one of the top 25 thought leaders in the contact center industry by ICMI. Vicki is a frequent writer for industry magazines and a sought-after speaker on topics like virtual leadership, knowledge management, and AI at industry events and podcasts. Certified by the Knowledge Management Institute, Vicki currently serves as Head of CX and Chief Knowledge Officer at Knowledgely™, where she and her team help contact centers realign their knowledge management strategies to reduce risk, cut costs, enhance productivity, and improve both employee and customer experiences.