Michelle has worked in many different roles in the Contact Center/WFO industry, including starting a new contact center in Ireland from scratch for eBay. She has a deep understanding of and respect for the work that WFO teams do to make a contact center successful. She's a champion of the idea of HEFA in the contact center: Employees in every role are better when they're Happy, Engaged, Fulfilled, and Aligned at work. She and her team have made it their mission to help build a HEFA culture for their customers with the goal of increasing happiness and reducing burnout.