Management Expert Witnesses in Pennsylvania

Harleysville, Pennsylvania

Business Operations, Management - Call Center, Contact Center, Call Center Outsourcing, Contact Center Outsourcing, Outsourcing, Call Center Technology, Contact Center Technology, Call Center Contracting, Call Center Performance Standards, Call Center Best Practices, Call Center Analytics, Call Center Forecasting

I have over forty years of experience in the call center industry. Seventeen of these years were spent managing/leading a call center and for 24+ years I have been employed 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. My specific areas of expertise include: - hiring, training, retention and attrition of call center agents and supervisors/managers - call center best practices and performance standards - forecasting, staffing and scheduling for a call ...

Mountainhome, Pennsylvania

Management - Planned, Resorts, Boards, Communities, Recreation, Memberships, Private, Communications, Non-Profits, Clubs, Management, Planning, Ice and Snow Management

Chief Operating Officer for the Lake Naomi-Timber Trails Communities and the Lake Naomi Club (A Platinum Community) for 30 years. Court appointed receiver for the Hamlet Recreation Club for eighteen years.