Andrea Ayers
Andrea is an authority on the important role of customer service agents and the influence operations management and supporting technology can have on whether agents succeed or fail to deliver the experience a customer expects. Her blogs and bylined articles have been featured in national business and trade media publications, including Fortune Magazine, Forbes Magazine, Customer Management Insight, 1to1 Magazine, and Contact Professional. Andrea is president of Customer Management at Convergys. She is responsible for engaging, motivating, and directing an organization of 60,000-plus employees worldwide to help Convergys' Fortune's top 100 clients deliver a superior customer service experience to each and every customer, at anytime and from anywhere.
Mike Betzer
Mike is an expert in how technology can improve everyday interactions with customers. He frequently blogs on topics such as intelligent solutions, automation, customer retention, and the customer experience. His blogs and bylined articles have appeared in Contact Professional's CP Wire and CRM Magazine. Mike is president of Relationship Technology Management at Convergys. He has held various management positions at Convergys, Oracle, Siebel Systems, Ineto, and MCI throughout his 20-plus year career.
Jim Boyce
Jim blogs on topics that interest executive management with regard to improving their customer service experiences to drive profitable growth, competitive advantage, and customer loyalty. Jim brings over 25 years experience to his insights on issues such as reducing attrition, cutting costs, customer satisfaction, and the benefits that superior service experiences bring to a company's long-term sustainability. Jim is president of Global Sales and Services at Convergys. He's held various executive management positions at Convergys and Procter & Gamble over his 25-plus year career.
Clark Handy
Clark is an experienced spokesperson on talent management, recruiting, and managing a global workforce. His blog on planning your workforce for the economic rebound appeared on BusinessWeek.com and he was featured in a 2009 cover story on talent management in Human Resources Executive Magazine. Clark is senior vice president of Human Resources at Convergys. He has held various management positions at Convergys, Teleflex, Wyeth Pharmaceuticals, Georgia-Pacific, James River, and Hallmark Cards throughout his 20-plus year career.
Bob Lento
Bob frequently blogs on smart grid technology and convergent BSS/OSS products and services. He shares his insights gleaned from 20-plus years in the telecommunications industry, covering new business development and executive management. His blogs and bylined articles have appeared in Fortune Brainstorm Tech Blog and the San Jose Mercury News. Bob is president of Information Management at Convergys. Over his career he has held various management positions at Convergys, Donnelley Enterprise Solutions, and Entex Information Services.
Ryan Pellet
Ryan is an expert on formulating customer-centric strategies for Fortune 500 companies. He has garnered critical market and analyst acclaim specializing in business strategy development and behavioral and business analytics. His blogs and articles have appeared in numerous trade media outlets such as Contact Professional, CP Wire, and CRM Magazine. Ryan is a vice president in the Global Business Unit at Convergys. Over his 20-plus year career, he has held management positions at Convergys, Accenture, and was a founder of Finali Professional Services Group prior to its acquisition by Convergys.
