Gloria Kurant is Founder and President of Kurant Direct Inc., established in 1994. Her expertise is in teleservices customer contact spanning virtually all aspects of the business from strategic to operational for both consumer and business-to-business in-bound and out-bound phone room applications. Gloria has honed her skills working with an impressive list of companies over the last two decades such as Pfizer Pharmaceuticals, Empire Blue Cross Blue Shield, Sears Insurance, Allstate Life Insurance, AIG, Hartford, JC Penney Life Insurance and Entergy.
Gloria’s expertise includes direct response marketing, operational and channel management strategy, operational assessment and effectiveness, phone center consolidation or outsourcing management, organizational design, account management and program design, management and execution.
One of Gloria’s greatest contributions to any engagement is her understanding of the context in which the Customer Phone Contact Center functions. By identifying the ways a Center must be aligned with business strategy, by identifying critical gaps in planning, business knowledge, staffing or technology, Gloria has helped clients fashion world-class phone room operations. Using her unique talents, she can proudly point to a long history of successful start-ups and organizational transformations.