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30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way

30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way
CX Gurus
0:00 1:04:09

Briefing Notes

Shellie Plymale, CEO of Plymale Enterprise Group, brings over 30 years of experience transforming contact center operations — from omni-channel strategy to performance optimization. With a Six Sigma background and APAC leadership on NICE CXone, she delivers high-impact, vendor-agnostic solutions.

In this episode:

  • Shellie's origin story and 30-year path
  • Applying Six Sigma discipline to CX and EX
  • Omni-channel strategy that actually works
  • Global and APAC consulting, including NICE CXone
  • Why employee experience and customer experience rise or fall together

Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Featured Guests

Shellie Plymale

Shellie Plymale

Guest

Fred Stacey

Fred Stacey

Host

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Key Takeaways

  • Shellie Plymale has 30+ years of experience in contact center operations and transformation, including omni-channel strategy and performance optimization.
  • Six Sigma methodology is applied to both customer experience (CX) and employee experience (EX) in contact center operations.
  • Employee experience and customer experience are interconnected—they rise or fall together.
  • Plymale Enterprise Group provides vendor-agnostic consulting solutions, including work with NICE CXone in APAC regions.

Frequently Asked Questions

What is Shellie Plymale's professional background?

She is CEO of Plymale Enterprise Group with over 30 years of experience in contact center operations, omni-channel strategy, and performance optimization, with a Six Sigma background.

What regions does Shellie Plymale's consulting cover?

Her consulting includes global and APAC (Asia-Pacific) regions, with NICE CXone leadership experience in APAC.

What is the relationship between employee experience and customer experience according to the episode?

Employee experience and customer experience rise or fall together.