CCP Blog contributors are well-known and highly regarded industry experts who are regular authors of Contact Center Pipeline’s monthly journal. Our contributors regularly address customer care and contact center management issues through consulting, writing and speaking engagements on a national and global level. Their opinions are their own, and they bring value to the CCP Blog through their various backgrounds, experience and industry expertise.
Susan Hash is the Editor of Contact Center Pipeline. She is a veteran business journalist with more than 20 years of specialized experience writing about customer care and contact centers.
Linda Harden is President and Publisher of Contact Center Pipeline.
Mike Aoki is a popular conference speaker and seminar leader. His company, Reflective Keynotes Inc., helps organizations improve their contact center sales, customer service and management skills.
Lori is the Founder and President of Strategic Contact. With over 25 years of experience in the contact center industry, she brings an extensive knowledge of technologies, processes, and organizational structures to each client engagement and solves real business challenges. She’s a widely published author and regular speaker at industry conferences. Lori is the 2015 recipient of the International Customer Management Institute’s Lifetime Achievement Award.
Eric Berg is the Vice President of AllStaff Call Center Recruiting. A 20-year veteran of the contact center industry, Eric also is a national speaker on contact center leadership and serves as Treasurer of the Midwest Contact Center Association (MWCCA) and on its Board.
As Principal Consultant with Strategic Contact, Brian Hinton brings a highly valued combination of strategy, organizational, process, technology, and financial experience to contact center consulting. A published author and speaker, Brian routinely contributes to industry thought leadership through white papers and articles in leading industry publications and conference presentations. He has an MBA from the Harvard Business School and a BS in Business Administration from the University of Illinois. Brian is also a retired U.S. Navy Commander.
Tiffany LaReau is a Certified Workforce Manager and owns Human Numbers, a consulting firm that provides outsourced Forecasts, Schedules and WFM Staffing Models.
Janet LeBlanc is an award-winning authority on customer value and experience management. She consults for companies around the world by transforming how they interact with clients, deliver a branded customer experience, and achieve measurable performance improvements.
Jay Minnucci is the President and Founder of Service Agility, a consulting and training company dedicated to improving customer service and call center operations. Prior to starting his own firm, he spent 8 years as the Vice President of Consulting for the International Customer Management Institute (ICMI).
Kathleen M. Peterson is the Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen is an acclaimed Contact Center consultant and recognized industry visionary. She offers a refreshing and sometimes challenging philosophy to positioning the Contact Center as the true lifeline of the enterprise.
Jim Rembach is a former contact team lead and director. He specializes in applying VoC and Employee Engagement analytics. He is a SVP with Customer Relationship Metrics and Founder of Beyond Morale.
Dan Rickwalder is the Owner of the independent consulting firm Proactive Planning Group, which specializes in workforce planning and call center analytics.
Michele Rowan is President of Customer Contact Strategies, which provides consultancy, workshops and conferences exclusively on remote working for contact centers, support functions and enterprise.
Zane Safrit spent his career in call center operations, many of them serving international customers and sales forces. From an entry-level position as a customer service rep to team leader to Assistant Director and Country Manager to finally CEO he saw the language of employee recognition and employee engagement is a universal language and so are the forms of its ROI.