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.
Self-Assess and Take the Next Step in Resiliency Readiness.
Operations Strategy People Technology Remote Work Strategy
Trouble hiring? Workload increasing? High attrition? You are not alone!
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.
COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.
Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.
Technology Unified Communications
Pricing is primarily about licensing—except when it’s not! Market disruptions have created an interesting mix of possibilities, and you must spend the time to find the best fit for your usage profiles.