Anne Nickerson is one of America’s leading experts on the nearly 100,000 call centers across the country that answer millions of customer calls every day of the week. She helps companies and non-profit organizations improve customer satisfaction while, at the same time, helping them use every customer contact to increase revenues and profits.

Call centers are big business, employing about 4 million agents, generating billions of dollars in annual revenues, and often representing the only “personal” contact a customer may have with a company or non-profit organization.

As a nationally recognized authority on the subject, Nickerson is a frequent seminar leader for the Incoming Calls Management Institute (ICMI) and other industry and business groups. She is also a prolific author. Nickerson has published more than 50 articles and recently published her first book, Not by the Seat of My Pants, to help call-center employees prepare to become effective leaders in what is a highly competitive, fast-paced industry.

Nickerson’s experience spans more than twenty years in the field of executive and professional coaching, organizational development, team-building, facilitation and customized training. She started her career in customer service and call-center management at CIGNA Healthcare, where she served as Director of Training, Performance and Leadership Development. She subsequently helped create best training and leadership practices for all of CIGNA’s business units, before beginning her Connecticut-based consulting business.

Nickerson is principal and founder of Call Center Coach, LLC, which focuses on executive coaching and management development. She holds a B.S. degree in Consumer Education from the State University of New York at Buffalo and an M.S. degree in Human Development and Adult Education from Syracuse University.

Nickerson is available to discuss a variety of issues of interest to consumers and businesses, including:

How do consumers define good customer service…and why aren’t they receiving it?

How does a company tap into the gold mine of data being generated by its call centers?

Why do call center revenues keep growing?

How can call centers be used to create a competitive edge?

Why should customer service be part of the sales department?