La Veta Gibbs, Director, Customer Interaction Network, Cisco Systems, Inc.

LaVeta joined Cisco Systems, Inc. in 1995.  As Director of the Customer Interaction Network, she leads Cisco’s call center strategy.  She has operational responsibility for the front line calls for Technical Assistance and the corporate operators.

She has championed the implementation of global call routings, globally shared phone queues, and global web/phone access. She has led Cisco in leveraging the latest call center technology to increase productivity and customer satisfaction while reducing overall workload.

Prior to joining Cisco, LaVeta had over 20 years experience in technical support and customer service where she implemented innovative support methods that proved to b cost effective and morale boosters.   She sits on the Board of Directors for the Consortium of Service Innovation and is a member of Help Desk Institute Executive Forum.