The Mindful Call Center
Debi Mongan is a tried and proven leader in the Contact Center and Customer Service field with over 25 years of experience. She is an innovator and has excelled at managing call centers inbound and outbound, sales and customer service. She has held call center management positions in the fields of publishing, E-commerce, professional baseball and travel.
Debi has had great success with retention of agents and employee engagement, creating a culture in her contact centers that is nurturing while tough, fun while productive and very employee-centric. She crafted the STaTT method, a way to help leaders and front-line agents use mindfulness techniques to reduce stress in the contact center, as well as increase KPIs and Employee Satisfaction.
Professionally, she served as Vice President on the Board of Directors for C.A.R.E., was on the Strategic Planning Committee for Travel Advantage Network and was Director of Operations for Maryland Baseball Telemarketing. Debi is also a certified Reiki practitioner and LOA Coach in the mindfulness field. She is dedicated to combining these two worlds and helping Customer Service employees and their companies blossom. Debi was voted as one of the ICMI Top 50 Thought Leaders to follow on Twitter in 2016 and 2017.