Dr. Debra Bentson is the Workforce Management Humanitarian. She engages continuous learning and positive psychology to craft and implement Workforce Management, Employee Experience, and Customer Experience strategies and tactics that actively prioritize the well-being of the people they affect.
Debra is curious by nature and places a high value on continuous education. She earned her Doctorate in Business Administration and a graduate level certificate in Industrial and Organizational Psychology. She is a CWPP (Certified Workforce Planning Professional) via SWPP (Society of Workforce Planning Professionals) and a SHRM-SCP (Society for Human Resource Management Senior Certified Professional). Debra has focused on building and leading Workforce Management teams in a variety of industries for 25 years. She infuses Positive Psychology to craft and implement Workforce Management, Employee Experience, and Customer Experience strategies and tactics that actively prioritize the well-being of the people they affect.
Debra has presented, participated on panels, and written for groups including ICMI, SWPP, Frost and Sullivan, Alvaria, and the Nor-Cal Contact Center Association. She is on the board of directors of AUG (Alvaria User Group) and the steering committee of the Nor-Cal Contact Center Association.
Recognition:
- Blue Shield of California “Mission and Values in Action” award winner for the “Blue Shield Against Violence” campaign to end domestic violence (2015)
- Contact Center Central MVP Award 2nd place in the category “Customer Service” for the article “Workforce Management Drive CX” (2018)
- Contact Center Central MVP Award Winner in the category “Coaching and Culture” for the article “When Culture Walks the Talk” (2019)
- Top speaker at the “ACE” Alvaria conference (2019)
- ICMI Top 50 Thought Leaders to Follow on Twitter (2018 and 2020)
- “Workforce Management Professional of the Year” finalist SWPP (2021)
- Kaiser Permanente “Rising Tide Award – Leading with Inspiration” finalist (2022)
What is one thing people don’t know about you?
My husband and I volunteer on a dirt racetrack safety crew. Our work includes push starting Sprint cars, clearing wrecks from the track, and helping to make the track safe for everyone. We have started cars for many drivers including Rico Abreu, Stave Kinser, and former NASCAR Champion Kyle Larson. We have pushed started sprint cars for the “World of Outlaws” events and “The Trophy Cup” benefiting “Make-A-Wish”.
Learn more about and connect with Debra:
twitter @theccdoctor
LinkedIn https://www.linkedin.com/in/dr-debra-bentson/