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Wanda Sitzer takes a decidedly enlightened approach to consulting. With over 18 years in the industry, she's witnessed the trends, the promises and the turnover. But the one constant, Wanda says, that keeps customer service and sales alive is the human spirit. Wanda applies universal life principles to hard core call center issues offering solutions that work on the floor. Prior to freelancing, Wanda was cofounder of Initiatives Three Inc., a consulting firm dedicated to elevating the performance of call centers. She and her partner developed and delivered a worldwide coaching program for managers with everyday struggles like balancing quality and productivity and providing a common experience for customers while allowing agents a flexible style. Wanda also pioneered the first training program to teach agents to how to serve and sell in the email medium. Wanda has managed the consulting division for a worldwide outsourcing company and managed a call center for IBM increasing revenue by 120%. She holds a master's degree summa cum laude in organizational communication and is a top notch instructor with an engaging presentation style that directors and agents love. Wanda recognizes that your agents hold the customer in the palm of their hand every time they interact, and that as managers, you want to be the guide that helps agents make each interaction a meaningful exchange. | 