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Debbie Harne is Director, Educational Services of International Customer Management Institute (ICMI). With a background in training and education, Debbie is responsible for the quality and development of ICMI's in-person, certification and Web-based seminars. She is proficient in instructional design and ensuring the transfer of training to the job, and has customized ICMI educational services for innovative, in-house study programs in a variety of companies. Debbie has worked with companies around the world to develop contact center training services. She has directed the development of a comprehensive frontline agent curriculum, many customized supervisory and management courses, and leadership programs for international organizations. Her experience gives her insight into the evaluation of development needs as well as fitting the right courseware to those needs, whether in the classroom, online or through small group coaching sessions. Debbie graduated Summa Cum Laude from the University of Southern Mississippi and is a CIAC-Certified Management Consultant. She is co-editor of ICMI’s Handbook and Study Guide Series, a four-volume reference set covering core call center management competencies. She has appeared in several industry publications including the International Journal of Call Centre Management and Call Center Magazine. | 