Contact this Expert Witness
- Company: Service Agility
- Phone: (267) 733-8778
- Website: serviceagility.com
Specialties & Experience of this Expert Witness
General Specialties:
Telecommunications and ManagementKeywords/Search Terms:
Call Center, Contact Center, Call Center Outsourcing, Contact Center Outsourcing, Outsourcing, Call Center Technology, Contact Center TechnologyEducation:
BBA, Temple UniversityYears in Practice:
40Number of Times Deposed/Testified in Last 4 Yrs:
6Additional Information
Forty years of experience in the call center industry. Seventeen of these years spent managing/leading a call center and 23+ years as a leading consultant in the industry. I have completed consulting assignments for over 100 clients in more than a dozen countries, written over 100 articles on call center best practices, trained over 1000 managers and spoken at dozens of conferences. I've worked on a number of cases involving call center clients and outsourcers and have reviewed/analyzed dozens of contracts in the call center outsourcing industry. I've worked as an expert witness on eight cases, having been deposed six times. I've testified before a judge, a state appeals board, and in federal court.