Articles by Dru Phelps

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Dru Phelps, an independent Value Partner, shares 23 years of pragmatic expertise in customer service, quality satisfaction and performance motivation. Her pragmatic approach to business tactics helps optimize loyalty with engaging roundtables, clinics and conferences, proven by diagnostic benchmarks that calibrate ROI results: in 4D of Agent to Customer, Business to System Solutions. Phelps was educated at Purdue University with a BS in Technology. She received her MS at USC in Systems Management and was on the MBA faculty for  four years at the University of Phoenix. Her experience includes performance assessments to process management in sales, service and support. As a consultant, speaker and author on tools from How to Conduct a Call Center Performance Audit: A to Z, Phelps has actively been engaged with more than 399 Customer Service projects and presents executive strategy sessions to thousands; 12 events net 1450 leads in 2007! She can be reached at DruPhelps@4D-crm.com or by cell phone at 805-331-6284.