CONTACT CENTER NATION
Valerie McSorley, Event Producer & Emcee
Valerie McSorley is the Founder & Executive Producer of Contact Center Nation. She has over 20 years experiencing producing special events. Over time, Valerie has developed a niche portfolio related to Contact Center, Customer Experience and Customer Service events. Events are her true passion and she loves to bring together a robust ecosystem of players in the space to learn, engage, network, share and collaborate.
Karen Miller, Vice President, Business Development, Upstream Works
Joseph Falletti, Senior Vice President of Operations,
Collection Experts, Inc.
Angela Simpson, Director, Patient Care Contact Center,
Carle Foundation Hospital
Linda Harden, Publisher, Contact Center Pipeline
Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. She understands the potential impact of every phone call, each email and tweet on the organization’s brand. That strengthens her determination to discuss how we impact the quality and service our contact centers delivers on behalf of our organizations.
Prior to Pipeline Publishing Group, Linda worked with ICMI as their Senior Vice President overseeing their training, consulting, publications and membership divisions. It was Gordon MacPherson and Brad Cleveland who taught her the importance of “doing the right things at the right times” and the impact that philosophy has on our centers, organizations, customers and employees. She worked with ICMI on the successful acquisition of their organization by United Business Media.
Steve Pappas, Senior Vice President, US Operations, Panviva
Peter Deveaux, Director, Self Service & Innovation, Aspect
Amy McKinney, Divisional Practice Lead, Aerotek
Sabrina Baksh, Upstream Works
Pat Kellner, Vice President, Enterprise Sales, Calabrio