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Janet LeBlanc + Associates
I received my call center certification from ICMI and my workforce management certification from The Call Center School. I was a Finalist for SWPP’s 2005 Workforce Planning Professional of the Year. Before starting Human Numbers, I worked at GE, Apple, HP, and ICMI. My hobbies include playing piano and participating in forecasting competitions.
What is one thing other people don’t know about you?
I built a system that translated and converted screen-text from workforce management applications into audio for blind call center employees. This enabled them to independently use agent scheduling tools for their own teams.
How to empower new employees to understand “who” and “why”
People Performance Management
Strategy Vision - Mission - Values Customer Experience Research
A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.
Strategy Customer Experience
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