Bill Hackett

Bill Hackett has extensive experience in contact center strategy and operations. Bill currently serves as the Vice President of Contact Centers Strategy & Operations at The General®, where they are responsible for optimizing sales growth, digital transformation, and customer experience. Prior to this role, they were the AVP Contact Center Operations at The General®, overseeing contact center operations and driving sales growth through lead generation strategies. Before joining The General®, Bill worked at Bed Bath & Beyond as a Contact Center Operations Manager, where they focused on implementing strategic initiatives and reducing friction for customers. Bill also held positions at Comcast Cable as the Senior Director National Quality Assurance, ensuring employee and customer satisfaction through performance management programs, and at The Home Depot as the Senior Director Online Customer Operations, aligning contact centers with internal business units. Earlier in their career, Bill served as the Vice President of Operations at NCOGroup, managing the Best Buy Account, and as the Regional Director of Client Services/Program Management at NCOGroup, working directly with Bestbuy ECC leadership to enhance performance and growth.

Bill Hackett completed their education with a focus on journalism and communications from 1988 to 1992 at Northwest Missouri State University, where they earned a Bachelor of Science degree. In 2021, Bill attended the University of Wisconsin-Madison for a brief period to participate in the Digital Executive Program, although they did not pursue a specific degree during that time.