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.

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.

Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln with a bachelor degree in International Business and Global Studies, with an emphasis on French and Japanese languages, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she received her master degree in Strategic Marketing from the University of Bellevue. It was during this time that she advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NICE, Ltd.

When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.

Santosh is an EVP & Head of Operations with ActiveOps North America. His global experience spans in excess of 25+ years across facets of customer excellence, operations & process management, continuous improvement and consulting with a diverse set of industries – ITES/ BPS, HR, Education & Training and Retail & Franchising. He is passionate about helping customers achieve their top-line revenue goals by increasing the performance of their operations. Santosh has been with ActiveOps since 2010 and has worked on many global transformational programs, delivery and post-delivery sustainability. 

Santosh is an alumnus from the Warwick Business School (Warwick University, UK), the Indian Institute of Management (Bangalore, India) and Alliance Business School (Bangalore, India), He is also certified in Lean Six Sigma, a Trained Coach and a certified Psychometric Analyst. He lives in Tenafly, NJ with his wife and their 3 sons. He loves spending time with his family, cooking, biking, reading, music and fishing.