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Call Center Management

Are you a new call center manager who was thrown into the fire with little or training and no idea what to do with your team? Have you been leading a team for a while and lost some or all of your passion for the work? Are you a manager who needs validation that you’re doing things the most effective way?

Enter Phil Gerbyshak, a call center management expert who can help you do more with less time and less energy.

Phil is the author of 2 books on call center management – Service Desk Manager’s Crash Course and Help Desk Manager’s Crash Course (which he service desk managers crash course coverco-authored with Jeffrey M. Brooks).

Phil served on the national HDI (formerly Help Desk Institute) Member Advisory Board for 4 years as the Midwest Regional Director and was local chapter president for the Milwaukee chapter of HDI for 4 years, and continues to serve as the vice president of marketing. Phil is a frequent speaker at the HDI Annual Conference, and shares his insights in speeches with organizations and local HDI chapters around the world.

Phil spent over 8 years at Robert W. Baird & Co. where he led the IT help desk call center team. His teams were regularly recognized for outstanding customer service and support.

Call Center Management Programs

  • Manager’s Crash Course (1 hour, 3 hours or 6 hours)
  • Rewards and Recognition Made Simple (1 hour or 3 hours)
  • Appraisals and Assessments (1 hour or 3 hours)
  • Marketing Your Call Center

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What others say about Phil
tammy lenski

Dr. Tammy Lenski

“When someone first mentioned Phil to me 3 years ago, she described him this way: “He’s the real deal.” Every time I’ve spoken with or seen Phil interviewing or doing a public speaking gig since, that has proven true. Then, when I felt it was time for me to do some re-branding after over 10 successful years in business, I knew I wanted the benefit of a creative, energetic and smart soul to bounce ideas off of. I knew I wanted someone who grasps branding but works in realms not just narrowly focused on branding alone. Phil came immediately to mind. The results with Phil were exceptional. He pressed my thinking where I’d asked him to (and a few well-selected place I hadn’t!), proved a superb brainstorming and idea-generating partner, and invited me to deepen my thinking about some of the brand ideas I was considering. And he did it all with high energy, a sunny demeanor, and reliable timeliness. Phil Gerbyshak is the real deal indeed.”

Dr. Tammy Lenski


Rich Hand

“Phil is a great choice if you are looking for a speaker to add value for you and your employees! He will energize you , and will customize his presentation to Make It Great! I have used him at HDI and he is a valuable contributor to our community. He can do the same for you. High energy! High Impact! Highly recommended!”

Rich Hand


Sophie Klossner

“If you are looking for a speaker who brings energy, enthusiasm and direction to your group, look no further than Phil Gerbyshak. Phil will get your group on its feet with energy and looking forward to making it a great day!”

Sophie Klossner

brad shorr

Brad Shorr

“Phil understands social media as well as or better than anyone you will find – anywhere. Besides having a full understanding of the technical and strategic aspects of using Twitter, LinkedIn, blogs, etc., in your business, Phil brings high energy and enthusiasm to every project and speaking engagement. In short, Phil can help you figure out what to do, and get you fired up about doing it!”

Brad Shorr


Chris Brogan

"Phil has boundless energy and optimism, channeled into the noble goal of making good connections with interesting people. He is truly tireless in his pursuit of finding great ways to share knowledge, build community, and channel relationships into action. I’d recommend Phil highly in these aspects for your future endeavors."

Chris Brogan, NY Times best-selling author and social media superstar

lisa gates

Lisa Gates

“Phil Gerbyshak is an inspired master speaker who can light a dark corner in any room on fire with his absolute love of humanity, and a deep wisdom about team building, leadership and communication. His style is witty and improvisational, and grounded by a tireless, authentic generosity.”

Lisa Gates