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 Senior Director of GTM Strategy supporting the Workforce Engagement Management suite.  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 WFE before joining the go-to-market team.  With over 30 years’ experience in contact centers, prior to Verint, Trudy 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.