PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED.
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.
Publications, Speaking Engagements, Recognition
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.
Strategy Industry Research Research COVID-19 Remote Work Strategy
The support analyst function is not an ‘in your spare time’ role. It’s a mission-critical component of any technology solution.
Keep an open mind and bring the ‘can do’ attitude that your executives expect.
Strategy Planning Remote Work Strategy
The overall theme for 2021 is: It’s all about the response to COVID and its impacts.
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