Brian Golden brings more than 25 years of leadership experience in contact center operations management, design, organization development, and process engineering. He partners with client companies to create and implement solutions for aligning their service strategy with market and customer demands while achieving cost effectiveness in their operations. His extensive experience working both internally in line management as well as externally as a consultant allows him to quickly ascertain customers’ needs and develop lasting strategies that take companies to new levels.
Brian’s key competencies in customer interaction management, organization development, sales support and strategic planning help organizations achieve their goals often while reducing costs.
- Consumer Experience Design and Analysis
- Contact Center Operations Management
- Contact Center Organization Design
- Contact Center Staffing and Workforce Planning
- Contact Center Outsourcing
- Customer Interaction Management
- Technology Development and Deployment
- Multi-channel Service Delivery
- Process Reengineering
- Implementation Effectiveness
- Performance Management
- Change Management
- Strategy Development and Execution
Brian has worked with a wide range of organizations both in the public sector as well as Fortune 500 companies, including UnitedHealth Group, AT&T, Atmos Energy, Allstate Insurance, Amgen, Toyota, Convergys, and the United States Department of the Interior. His extensive experience in telecommunications, healthcare, utility, automotive, financial services, life sciences, and more gives him deep insight specific to these industries and allows him to design well-tailored solutions for each.
Along with having a master’s degree in organization development from Pepperdine University, Brian stays on the cutting edge through professional affiliations and continuing education. He is a certified facilitator of the Implementation Institute’s “Practicing Implementation Effectiveness” workshop and was a keynote speaker at the Singapore Institute of Management. He also is a member of the Organizational Development Network and the Society of Community Affairs Professionals.