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This podcast focuses on how building and nurturing a strong community can empower women in leadership roles. Bruce and Valerie highlight the importance of collaboration, support networks, mentorship, and shared experiences in driving success and creating lasting impact. Valerie brings her vast experience, her thoughtful advice and her positive outlook to issues that managers are thinking about. |
Air Date: Wed., Sept. 4, 2024 - 10:00 AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Valerie McSorley
Season: 15 | Episode Number: 6
Short Video Caramel:
Full Show:
Guest: Valerie McSorley
Valerie is a seasoned professional with over 25 years of experience, excelling in sales, marketing, and customer success. She consistently drives strategic partnerships that facilitate client acquisition and growth.
Leveraging her extensive network and relationships in the contact center, customer service, and customer experience sectors, Valerie delivers innovative solutions that enhance client performance and satisfaction. Her passion for building brands from the ground up is evident in her achievements, such as founding Contact Center Nation. This national series provided educational programming and high-level networking opportunities for contact center professionals. In 2016, she launched a multi-city tour, hosting events across the country that featured industry experts, best practices, and thought leadership.
During the pandemic, recognizing the unique challenges faced by women, Valerie created the Women in Contact Center Leadership Series, a virtual community for dialogue, learning, and mentorship for female leaders in the industry. She hosts a virtual event every Thursday at 4pm EST dedicated to women in the space. She wholeheartedly believes everyone should strive to be the best version of themselves.
Valerie is driven by a passion for innovation and empowerment, helping professionals achieve strategic outcomes and measurable goals. Her impressive track record spans sales, business development, strategic partnerships, event planning and production, consistently delivering impactful results.
Regularly sought for her expertise, Valerie serves on various professional and community organizations as a board member, chapter president, podcast guest, and emcee for both in-person and virtual events. She holds two BA degrees in Economics and Sociology from the State University of New York at Binghamton.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.
