We are the home of the dialogue model, invented here to improve the outcome of conversations around the world. If you dig beyond the surface of our research and development you find a complex organization of deep-thinking, hardworking team members, including researchers, analysts, and operations personnel who each uniquely contribute to our revolutionary system. Bridging the gap between science and practice is not easy. It takes a team with multiple specialties and views of the industry who are motivated to work together to create ground breaking solutions to improve agent-customer conversations. That’s us, we have a diverse team with backgrounds that include communication scientists, industry executives, agents, supervisors, leadership development experts, and trainers. Believe us when we say we have been there, done that, and have the t-shirts to prove it (and polos, coffee mugs, tons of local artifacts, and yes the airline miles). We are a fun-loving group of individuals who take pride in our solutions as we watch them take root and grow in organizations around the world. We are headquartered in Tampa, Florida.
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Our Operation Team Leaders
Ted Nardin, president
Ted Nardin has over twenty-five years of experience in customer support serving in senior leadership roles. His wide-ranging experience includes implementing performance management systems, leadership development, quality improvement, and business transformation methods worldwide. As a frequent conference presenter and seminar leader, Ted enjoys helping company leaders re-think their business strategy and build the case for adopting winning customer experience improvement programs.
Yeni Gartner, operations vice-president
With over twenty years of customer service management experience, Yeni Gartner leads our operational excellence. She has been in senior roles in both outsourced and internal customer support operations, facilitating teams to unrivaled performance. Her experience includes managing sales, retention, and customer support operations in Spanish and English.