Cheryl is a sought after speaker, educator, and consultant in contact center operations and technology. Helm Communications, Inc. consultancy practice specializes in assisting clients in defining their contact center technology roadmap, preparing RFPs / RFQs, vendor selection and often participating in the implementation. Another focus of the practice is creating customer contact routing designs that meet the needs of both the customer and business, while ensuring the design provides accurate statistics and reporting for moving the organization forward. Those who recommend Cheryl say she is “passionate” about seeing her clients succeed.
Cheryl has worked with organizations all over Europe, Australia, Japan, Caribbean, U.S. and Canada and with a broad range of businesses - insurance, health care, travel, hospitality, automobile associations, software companies, helpdesks, manufacturers, telecommunications, utilities, along with governmental agencies.
To develop a well-rounded and in-depth perspective of contact centers, Cheryl also teamed up with ICMI (International Customer Management Institute), and since 1997 has been instructing contact center operational courses, web seminars, and speaking at conferences for ICMI. She has been involved in various components of contact centers – technology, operations, and education – for over 27 years.