Michelle shares her knowledge about language and accents and the importance of training and neutralising accents to improve contact centre customer communications.
In this episode, I chat with Michelle Clifford about her career journey from graduating with a degree in Speech and Language Pathology to her practical experience working in the UK and then as a call centre manager for a leading South African BPO in the early 2000s and later becoming a highly acclaimed specialist in the field of contact centre management and agent training.
Michelle Clifford holds a BSc Honours degree in Speech and Language Pathology from the University of Cape Town Medical School. She also spent over 5 years as a call centre manager for a leading BPO before specialising in contact centre training and management consulting. Her unique experience and expertise led Michelle to form Accent Labs, an online and assisted accent neutralisation and training company specialising in preparing South African agents for international BPO work. Michelle is also a registered Assessor and Moderator for the Contact Centre Industry and Skills Development Facilitator (SDF) with the Services SETA.