Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy of a successful customer service representative is unique, and it requires a great deal of emotional stability. Having a strategic partnership with Human Resources and Talent Acquisition is critical. Aligning on the key competencies and profile of a call center representative is key to hiring and retention.
Cindy has spent her entire career in the Contact Center industry. Her 30 years of Contact Center experience from Customer Service Representative to Director has enabled her to gain significant leadership experience and build a track record of driving results. As the Director of Guest Care for Panera Bread, Cindy is focused on building strategic partnerships across the organization to drive operational efficiencies creating better agent and guest experiences alike.