Vicki Brackett is a Guru with Cloud Tech Gurus and Head of CX and Chief Knowledge Officer at Knowledgely, where she helps contact centers realign their knowledge management strategies to reduce risk, cut costs, and improve both employee and customer experience. She's led customer service, technical support, and sales teams in contact center environments for over two decades, running organizations from 50 to more than 2,000 employees, including a 300-plus-person virtual sales team. She's the author of The Leadership Toolbox — Manage Less, Achieve More, a Certified Knowledge Manager through the KM Institute, and was named one of ICMI's top 25 contact center thought leaders in 2025. Her work has appeared in Forbes, Fast Company, and Fortune.
