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ICMI.Sarah_Stealey_Reed  Sarah Stealey Reed, Content Director, ICMI (International Customer Management Institute)
Sarah Stealey Reed is the Content Director for the International Customer Management Institute (ICMI) where she is responsible for editorial content and strategy and serves as subject matter expert for the Institute’s community of contact center leaders. She has 19 years of customer management experience, primarily in multi-site global organizations where she has built contact centers from the ground up, managed them for growth, and acted as a turn-around specialist for struggling metrics and employees.

Sarah is a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels. She was recently named one of the 100 most influential people tweeting about customer service today and can be followed at @stealeyreed.