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Dr. Jon Anton
Founder Emeritus (retired)
Dr. Jon Anton was an adjunct professor at Purdue University and director of benchmark research at the Center for Customer-Driven Quality. He published many books, white papers and case studies on contact center topics and was a pioneer in research of best practices in the customer contact sector.
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Bruce Belfiore
CEO / Senior Research Executive
Bruce Belfiore is Senior Research Executive at the Center for Customer-Driven Quality (founded at Purdue University) and is CEO of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.
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Dayne Petersen
CCDQ Certified Call Center Auditor, Senior CCCE Instructor, Senior Consultant
Dayne Petersen has experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements.
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John Chatterley
Director, Research and Analysis
John Chatterley is Director of Content & Analysis and Chief Editor at BenchmarkPortal, Inc. He has published numerous books, customized benchmarking reports, research reports, One-Minute Survey reports, and White Papers. Mr. Chatterley authored a comprehensive study entitled "Improving Contact Center Performance through Optimized Site Selection," and co-authored books entitled "Offshore Outsourcing Opportunities" and "Selecting a Teleservices Partner."
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Jose (Joe) Perez
CCDQ Certified Call Center Auditor, Dean of The College of Call Center Excellence, Senior Consultant
Mr. Perez is skilled at assessing the technology and human resources needs of call centers, and tailoring programs to successfully meet requirements in a variety of industries. Mr. Perez is experienced in managing multiple locations, data centers, NOCs, technical customer service call centers and help desks. Mr. Perez also specializes in problem identification and resolution, strategic project planning and management, and performance reporting.
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Dru Phelps
CCDQ Certified Call Center Auditor, CCCE Instructor, Author, Senior Consultant
Dru Phelps has over 20 years of experience in the customer service industry and has been a Senior Consultant with BenchmarkPortal for over a decade. She has worked in many industry sectors and co-authored the book How to Conduct a Call Center Performance Audit: A to Z. She has appeared at numerous call center events as a speaker and workshop leader and is an instructor for the College of Call Center Excellence's Leadership Course.
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Dee Buell
CCDQ Certified Call Center Auditor, Senior Consultant
Dee Buell has over 20 years of Call Center management experience. She has managed and operated inbound and outbound service teams, as well as inbound and outbound sales teams. As a Sr. Business Consultant, Dee has become a Call Center subject matter expert (SME) with a focus on Quality Management.
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David Raia
Research Analyst
Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.
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Susan McDonald Osborn
Learning Strategy Consultant
Susan has more than 25 years of progressive experience in performance improvement interventions. She brings expertise in instructional design and project management experience, as well as a master’s degree in human resource development.
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Greg Van Zandt
Senior Consultant
Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across the financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations and contact centers, and more...
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Pamela Trickey
CCCE Instructor
Pamela Trickey has spent the past twenty-six years working in the Contact Center and Information Systems field. In addition to her contact center consulting and training experience, she has management expertise augmented by an intense technical background based upon industry recognized certification and a strong academic foundation.
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Caylee Drucker
Director of Government Partnerships
Caylee Drucker is an accomplished U.S. Army Veteran, former Department of Defense Budget and Procurement Officer and a Defense Acquisition Certified Program Manager with over 27-years of experience in Federal and Department of Defense Activities to include Financial Management, Business Development, Strategic Planning, Government Contracting, Defense Acquisition and Program Management.
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