With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CrmXchange. He is currently a Director of GWFM at TTEC; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.