Who We Are

Meet our Expert Team

The partners of Contact Center 411 are recognized leaders in customer contact operations who have experience applying our knowledge and skills in a variety of environments across multiple industries. Looking closely at our experience and credentials, you will quickly recognize that we are not your typical consultants trained in a business school, but rather a collection of professionals who have walked many miles in your shoes as a contact center leader.  Many of us have worn the headset and tapped the keyboard in an effort to solve a customer problem, sell a product or service, answer a simple inquiry, or even just listen to a customer that needed to be heard. We are people who are passionate about customer service. We have carried that passion along with our history on the front line and sought out the experience, training and education necessary to develop efficient processes and implement technology effectively. We are able to bring those together as broader solutions enabling optimal customer experience to be repeatable among large groups of agents in organizations across many industries.

Well-Versed in Best Practices

We are well-versed in best practices and have developed many. We also know that some of our best solutions have come when we’ve gone “outside the box” to identify innovative alternatives that are “right” for our client. This capability comes from working in a variety of environments across multiple industries while applying a certain level of creative nuance to fit each unique situation.