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Brad is recognized as one of the world’s foremost authorities on call center management and customer services. As president of ICMI and publisher of Call Center Management Review, he is a passionate advocate of customer contact services that deliver higher returns to organizations and better experiences to customers. His enthusiasm and leadership set the standards for success that drive the entire organization. An engaging speaker and sought-after consultant, he has now worked across 40 states and in over 50 countries. His clients have included small startups, national governments, and multinational corporations. Brad’s articles have been featured in a wide variety of professional journals, and he has appeared in publications ranging from The New York Times to The Wall Street Journal, as well as on major television networks and the in-flight programs of several airlines. He is author of ICMI's Call Center Management Dictionary and Call Center Management on Fast Forward (which won an Amazon.com best-selling award), and co-editor of ICMI's handbook/study guide series on call center management. Brad adamantly believes that, as information and communications capabilities proliferate and dramatically change our world, the contact center industry stands poised at a critical, exciting juncture. He has been recognized as an industry trail-blazer by Call Center Magazine (as a recipient of its Pioneer and Hall of Fame awards), and was nominated for a ComputerWorld Smithsonian 21st Century Pioneering award. He has also received honorary membership in a number of call center management associations around the world. | 