6 years in the industry of call/contact- centres I had started as an agent in the bank sphere. But soon I became a traffic manager, than workforce manager, than all together with analytics and performance. I moved to other companies and opened contact-center created for one of companies from the very beginning. I know from the insode what are outbound and inbound calls, service and sale calls, talks with loyal clients and claims, coaching newcomers and worn out agents... I'm ready to share my experience with colleagues all around the world during my trips or online!