My blogs

About me

Industry Consulting
Occupation Contact Center Consultant
Location Salt Lake City, Utah, United States
Introduction I've worked in call centers since January of 1994. At that time outsourcing was just starting to become a trend for large companies, 800 #'s were only used by large corporations, work-force management tools were still being dreamed of, we used cassette recorders to record calls, and IVRs were just beginning to be developed and used. Across the last 15 years, things have changed drastically, and I've worked with dozens of companies as they've transitioned through the industry changes - outsourcing, moving work off-shore, implementing new technologies, etc. Call centers are an exciting environment, and I enjoy the ever-changing fast-paced dynamics.