Welcome and thank you for coming on this voyage with me

I am truly happy you are here. Before we get started, let me tell you a little about myself.

I began my journey as a front line support tech

I was one of those "odd-balls" that truly enjoyed the call center

I dedicated myself to making a career out of the call center/customer service industry

I worked my way to management and directorships

I have over 16 years in the industry

I excel in making systems, people and process better

So that brings me to this blog and what I hope to accomplish. You see, over those years I honed my skills to two areas: One, taking non-existent contact centers and building them and, two, taking failing contact centers and making them the envy of competitors.

During that time, I have become very good at making contact centers not only extremely efficient and grabbing near-excellent customer satisfaction scores, but also turning them into actual profit centers.

I have been able to do this in a number of ways and decided a great way to keep moving forward was to share those thoughts, processes and ideas to all of you via this blog.

So, again, welcome. This will be a wonderful spot where I hope you can learn, grow, and make your center the best it can be. Just as long as it doesn't compete with mine.