Shellie Plymale

With over 30 years of experience in contact center operations and technology, I help businesses turn complex challenges into measurable results. As an executive consultant and advisor, I specialize in delivering high-efficiency, high-impact solutions that align contact center strategy, technology, and operations.

My focus is on helping organizations optimize performance across the customer experience (CX), employee experience (EX), and stakeholder outcomes. From omni-channel strategy and network routing to WFM, QM/QA, knowledge management, and performance measurement—I take a holistic, vendor-agnostic approach that ensures long-term value and ROI.

I've led consulting engagements across industries and regions, including strategic leadership for the APAC consulting team at NICE Systems, with a focus on CXOne solutions. I’m proud to bring both technical depth and operational insight to every engagement—backed by Six Sigma certifications and a portfolio-based methodology that drives results.

My firm partners with clients to source, evaluate, and implement contact center technologies and best practices that truly work for their business, their teams, and their customers.