You may have AI, but who’s monitoring whether it actually works?  Do your customers wait more than two minutes for a call to be answered?

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If so, I can fix that.

 

I bring 30 years of experience as a contact center representative, manager, director, and VP. Technology helps—but if your people aren’t performing, nothing will change.

 

A few highlights:

• As a rep at Sprint, I identified and fixed a technical issue costing the company millions each week.

• As a manager at Verizon, I developed service-level processes still in use today.

• Throughout my career, I’ve reviewed 10,000+ résumés and led over 1,000 direct reports.

 

Most contact center problems come down to three things:

1. Leaders believe the issues are unfixable.

2. They hesitate to address underperforming employees.

3. They fail to spotlight their top talent.

 

I can help you improve your processes, your IVR, your AI—and most importantly, your people.