Bruce is CEO and Senior Research Executive of BenchmarkPortal, which provides benchmarking, training and certification services to the contact center industry. Bruce hosts the monthly online radio show “CallTalk”, which discusses hot-button issues with contact center industry experts. He is a frequent speaker at industry events in the United States and abroad.

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. He is a sought-after speaker and published contributor for industry leaders like ICMI, SWPP, QATC, and CrmXchange, and remains passionate about the WFM industry through his board positions with the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.   

Trent has been working in the contact center industry for over 25 years in a variety of roles. He is a passionate believer that the success of people in the modern contact centers are best served by building productive partnerships with technologies that help them effectively manage customer interactions, drive game-changing business results, and world-class customer experiences.

Michelle has over 20 years in the finance, operations, quality improvement, training, business solution processing and customer service industry. She has focused on operations management, retention, client relations, quality improvement, employee relations, learning and development.

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.