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.
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.
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.
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.
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.