Vicki serves as Executive Director of the SWPP and QATC, and oversees the strategic direction and the day-to-day operations of the associations. She brings to the position over 16 years of experience in the call center and WFM industry, serving for many years in the area of client relations and events management for the former TCS Management Group. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.

Mitch is the Product Marketing Manager for enterprise software at NICE, including NICE WFM, NICE EEM, NICE ESP, and NICE CXone WFM. Transitioning from a Senior Technical Writer to Product Marketing Manager at NICE, his experience in Workforce Management (WFM) documentation has been instrumental in creating effective marketing assets, such as blogs, white papers, brochures, ebooks, datasheets, and videos. The skills Mitch developed over years of creating intuitive user guides and collaborating with cross-functional teams are now leveraged to drive effective marketing strategies to achieve better business outcomes.

As the Product Marketing Manager for WFM at Calabrio, Florian matches extensive experience in the contact center space with a unique bilingual worldview that gives a distinctive take on contact center challenges and technology. A contact center veteran with years of experience helming WFM teams, Florian loves to share his knowledge with other CX professionals. He can often be found walking the beach with his family hunting shells, playing guitar, or even flying the occasional airplane, but his inspiration is found in his wife and daughter. A quick "Bonjour!" to Florian will have him reminiscing of his Mother's French cuisine.

Marshall brings a wealth of experience in training, workforce management, business process improvement, and coaching, offering a comprehensive understanding of the WFM landscape. He has a proven track record working across diverse industries including telecommunications, tech support, insurance, HR support services, and healthcare services, with experience in both contact centers and back office support teams. Marshall has held positions at Charitable Resource Foundation, Charter Communications, SHPS, Carewise Health, ADP, Firstsource Solutions, and most recently served as Director of GWFM at TTEC.  

Jason is an accomplished digital strategy and customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in New York.

For over 25 years, Sheri Greenhaus has been in nearly every aspect of call center, CRM, and contact center management, both as a contact center executive, consultant, and since 1995, Managing Partner of CrmXchange. Ms. Greenhaus started her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. As Director of Hart Hanks Telemarketing, she oversaw the Hart Hanks call center operation. Her responsibilities included the company's critical sales and customer retention programs, hiring and training of agents, and the development of compensation programs. At CRC Information Systems, where she was Vice President of Marketing, Ms. Greenhaus was responsible for sales and marketing strategies.

In 1995 Sheri Greenhaus and Larry Matte launched the Tele-M@rket, (later renamed CrmXchange) a Web site devoted to contact center information. In 2006 she launched the first Virtual Symposium for contact center professionals, www.ecrmevents.com.

Sheri holds a BS degree from University of Connecticut and a Certificate Degree in Direct Marketing from New York University. She studied at the American Academy of Dramatic Arts in New York.