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Kelly Brickley is a Consultant with ICMI. Since 1990, she has focused her career in the Telecommunications space and expanded her enthusiasm for teaching into a 16 year business career, combining management, training and consulting in multiple industries on both a national and international level. Prior to joining ICMI, Kelly spent nine years with Zeacom Inc., a global CTI development company, and four years with Telecom New Zealand. Kelly has worked with hundreds of companies to assist them in streamlining their call center applications with a key focus on CRM, CTI and multi-media queuing. Her guidance has led to improvements in customer access and satisfaction through designing effective multi contact routing, development and implementation of training programs, standardization of improved call handling procedures, and implementation of customized CTI services. In 1999 Kelly moved to the United States from New Zealand to establish the US sales channel for Zeacom's CTI Call Center and Unified Messaging platform. Since that time the US is now responsible for over 50% of Zeacom's global revenues. In addition to working with call centers all over the world, including Australia, Canada, New Zealand, Asia and the UK, Kelly has also developed training programs internationally for vendors such as NEC, Avaya and Cisco with a focus on the unique needs of small to mid-sized call centers. | 