Katie Bess
Founder, Agent Impact Solutions
I’ve been the agent,
the coach, and the supervisor.
Over a decade in call centers, QA, leadership, and remote support environments.
It's the kind of experience you can't shortcut - and it shapes everything I create.
That perspective shapes everything I create.
Hi, I'm
My Story
I started over as an agent at a new company and earned my way back to supervisor. Call centers are where I do my best work, and having lived every role, across every environment, I understand what leaders need to say and how agents actually hear it.
All told, that journey adds up to over a decade in the industry and 7 years in supervisory roles - across environments that couldn't be more different from each other.
My career started on the phones as an agent. I worked my way up to QA and then supervisor, a role I held for years before getting laid off during a company merger.
What I've Learned in Call Centers
Why This Business Exists
That variety is what makes the work I do today so meaningful.
That setback became a turning point that set me on a new path.
"Across every role and every environment, the pattern was the same: teams that felt recognized, informed, and connected performed better, communicated better, and stayed longer."
If you're a call center leader who wants to strengthen team culture, improve retention, and communicate more consistently, without it falling on your already-full plate — I'd love to work with you.
Agents who feel seen perform better and stay longer. That's good for your team and your numbers.
Understanding what agents actually experience is the only way to communicate with them effectively.
Consistent, meaningful communication is a leadership tool, not a nice-to-have.
Your time is better spent leading your team than building a newsletter from scratch every week.
Thanks for being here!
FOUNDER, AGENT IMPACT SOLUTIONS
- Katie Bess
What I believe
Helping call centers strengthen culture and reduce turnover
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