The Virtual Summit

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Game Time - Learn Best Practices, Win Prizes, Play Jeopardy!

Thursday Jun 13, 4:00 PM – 5:00 PM EDT — Sign Up For Events

Hear best practices from your peers and the conference sponsors in a fun, interactive format!  Play Jeopardy to learn and win prizes!   


Bruce Belfiore, CEO, BenchmarkPortal

BenchmarkPortal Bruce Belfiore Bruce Belfiore, CEO, BenchmarkPortal

Bruce is CEO and Senior Research Executive of BenchmarkPortal, which provides benchmarking, training and certification services to the contact center industry. Bruce hosts the monthly online radio show “CallTalk”, which discusses hot-button issues with contact center industry experts. He is a frequent speaker at industry events in the United States and abroad.

Marshall Lee, Senior Manager, WFM Forecasting & Capacity Planning at CVS Health

CVS Health Marshall Lee Marshall Lee, Senior Manager, WFM Forecasting & Capacity Planning at CVS Health

Marshall brings a wealth of experience in training, workforce management, business process improvement, and coaching, offering a comprehensive understanding of the WFM landscape. He has a proven track record working across diverse industries including telecommunications, tech support, insurance, HR support services, and healthcare services, with experience in both contact centers and back office support teams. Marshall has held positions at Charitable Resource Foundation, Charter Communications, SHPS, Carewise Health, ADP, Firstsource Solutions, and most recently served as Director of GWFM at TTEC. He is a sought-after speaker and published contributor for industry leaders like ICMI, SWPP, QATC, and CrmXchange, and remains passionate about the WFM industry through his board positions with the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.   

Vicki Herrell, Executive Director QATC, and QATC Board

SWPP-QATC.Vicki Herrell Vicki Herrell, Executive Director QATC, and QATC Board

Vicki serves as Executive Director of the SWPP and QATC, and oversees the strategic direction and the day-to-day operations of the associations. She brings to the position over 16 years of experience in the call center and WFM industry, serving for many years in the area of client relations and events management for the former TCS Management Group. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.

Other Sessions With This Presenter

Best Practices in Training, Coaching, and Employee Engagement