Director & Cx Expert
Jarrod Neven has spent over 20 years in contact centers, which means he’s seen just about every way things can go wrong—and right. As Managing Director of Process Shepherd, he’s focused on solving a problem that’s plagued the industry forever: new agents drowning in complexity while trying to learn the ropes.
His background spans the full contact center technology stack. He’s managed Genesys environments, worked as a Solutions Architect at Genesys itself, built SaaS contact center platforms, and co-founded InProd Solutions to tackle configuration management headaches. That’s a long way of saying he understands both the technology and the operational reality of running a contact center.
At Process Shepherd, Jarrod works with enterprises and government organizations to cut through the noise. The results speak for themselves: agents getting on calls 80% faster, reaching competency 40% sooner, and handling interactions 30% more efficiently. It turns out that when you give people clear, step-by-step guidance instead of a 300-page manual, they perform better. Who knew?
Through his writing, Jarrod shares what he’s learned from two decades of implementations, migrations, and late-night troubleshooting calls. His focus is simple: helping contact centers work better by making life easier for the people actually doing the work.
