Wendy has a passion for Customer Service and the talent to quickly identify opportunities within an organization. She provides the necessary design to make cost-effective, data driven, impactful change. In her 30 years in the contact center industry, she has worked with more than 100 clients across a variety of industries. Wendy has been helping organizations improve performance by providing expert analysis, feedback, and actionable solutions in such areas as: Quality Assurance, Workforce Management, Customer Satisfaction, Call Routing, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management. Wendy is a Certified Consultant and Trainer for ICMI where she teaches such courses as: • Workforce Management Bootcamp • Next Level Workforce Management • Contact Center Coaching and Quality Form Design Workshops • Essential Skills and Knowledge of Effective Contact Center Management • Supervisor Leadership Development Series She is also a guest speaker at many industry events such as ICMI, NECCF and SWPP.

Presenting:

• Pre-5: Contact Center Fundamentals and People Management for Supervisors