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.

Trudy is Verint’s Director of GTM Strategy, supporting the Workforce Engagement Management suite including Workforce Management, Verint Monet, Performance Management, Quality Management and Engagement Data Management. In this capacity, she is responsible for driving go-to-market strategy, developing offerings, building tools, messaging, collateral, and sales enablement materials to support market growth. Trudy joined Verint in 2011 and has held the role of Application Consultant in the Services organization and Solution Consultant in Solution Sales supporting the WFE before joining the go-to-market team. Trudy has over 25 years of experience in contact center environments. Prior to joining Verint, she held management positions with the largest telecommunications provider, a multinational financial services corporation and a major airline.

Jason has been part of interaction analytics through CallMiner for over a decade, both as a customer on the front lines and as a member of the CallMiner team. As Product Manager, Jason is responsible for making sure that our customers are driving value from our platform through real-time notifications and analytics with Alert and agent performance and quality management through Coach. In addition, Jason has an extensive background in omnichannel analytics, previously as a Business Analyst for CallMiner and in his time as a customer, utilizing Eureka to uncover insights around Customer Experience, Agent Quality, First Call Resolution, Call Avoidance, Sales Efficiency, Handle Time Reduction, and many other topics. Jason is also a certified Six Sigma Black Belt.