Founding Advisor
Widely recognized and respected expert in customer interaction strategy, technology and operations. Critical and insightful thinker who creates custom project approaches that serve clients' needs and solve real business challenges. Effectively develops a vision and strategy, communicates them in a practical, results-focused manner, and ensures structure and framework deliver value each and every time. Widely published author and prominent speaker at contact center industry events.
I have 31 years in the telecommunications and call center industry. 26 years as an industry leading consultant addressing contact center strategy, technology, operations, and associated business needs for a wide range of client types.
Representative Accomplishments
- Knowledgeable in vertical industry contact center best practices, including financial services (banking, credit unions, investments, insurance), utilities, health care, retail, and government.
- Authored dozens of articles and papers. Develop and deliver presentations to share knowledge and insights. Routinely rated one of the top speakers at industry conferences.
- Developed contact center technology training; delivered in US and six other countries.
- Co-authored book on call center technology that has been widely praised in the industry.
- Served as an expert witness in patent lawsuits for the call center and telecommunications industry, providing non-infringement analysis, expert witness reports, and deposition testimony. Also served as an expert witness in contact center liability cases.
Publications, Speaking Engagements, Recognition
- Received Lifetime Achievement Award at ICMI Global Contact Center Awards 2015
- Articles published in variety of publications such as: Contact Center Pipeline, NACC InQueue, Customer, Customer Management Insight, Call Center Management Review, Network World, Contact Professional, SearchCRM; also published a variety of white papers
- (see www.strategiccontact.com/publications)
- Featured Speaker for variety of conferences such as: ACCE/Contact Center Expo, Contact Center Demo, National Credit Union Call Center Conference, select vendor and vertical market events, and various networking groups
- Member of Advisory Boards for ICMI and Contact Center Pipeline
- Authors various industry survey reports on challenges and priorities, various technology applications and usage, and Credit Union contact center best practices
- Call Center Technology Demystified (Call Center Press, 2002) – co-author
- Call Center Planning & Design Toolkit (Prosci, 2002) – contributor
- Call Center Best Practices Report (Prosci, 2001, 2004) – contributor
Author Wall of Fame
What is one thing other people don’t know about you?
I’ve been to over 35 countries and achieved my “50 by 50” goal by visiting every state before, well, age 50. I have run and bicycled tens of thousands of miles and currently have a 10,000 steps-a-day streak over 260 days.
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