Contact Center Consultant Corner


Contact Center Consultant Corner

This consultant group gives CCPF members the opportunity to learn about and engage consultants without the consultant soliciting members directly. Consultants, register here!

Members: 42
Latest Activity: Feb 9, 2015

Contact Center Consultants - Introduction

Contact centers have always had to figure out how to do more with fewer resources. In today's economy that requirement is magnified.

This group is intended to allow members to make an informed decision about how to leverage an incredible brain trust (consultants) - quickly, easily, and cost effectively.

Members - use the search function on to find consultants who specialize in your area of need. Each consultant was asked to provide their unique "tags" and content - each is searchable!

Interested consultants fill out a data form concerning their area of expertise and how they are willing to work with you, the contact center professional. They will let you know about their company, types of questions or projects they handle, whether they take "one off" questions / projects and how and what they charge (hourly, daily, project, discounts). Also, what kinds of questions/projects are appropriate for virtual interaction (phone or web collaboration) and which projects require time on site.

The end users choose to search these consultants when they need help. End users will contact the consultants directly - there is to be no solicitation from the consultants to the end user members (as is consistent with the business rule for this site - no unsolicited selling).

Interested consultants can download the data form (which includes instructions) to build a profile (discussion thread) at

Consultants will keep their profile updated.

This is a grand experiment! It's success will be in your hands.

Discussion Forum

Profile for Akin Associates

Akin AssociatesAkin “Hatch” Toffeyhtoffey@comcast.net108 Melrose LaneDothan, AL 36303-5504334-803-3535Years in Business 5Customer industries include (Communications, Financial ServicesCustomer…Continue

Started by Kathryn Jackson May 19, 2009.

Profile for HRIZONS

HRIZONSConsultant Name (primary contact): John McCoyjohn.mccoy@hrizons.comjwmccoy@ymail.comwww.hrizons.com10749 108th Ave NHanover, MN 55341904-538-0734Years in…Continue

Tags: technology, human, workforce, planning, implementation

Started by Kathryn Jackson Apr 22, 2009.

Profile for Do Not Call Compliance

Do Not Call CompliancePrimary contact: Traci Lawsontlawson@donotcallcompliance.comwww.donotcallcompliance.com14320 Ventura Blvd., Suite #207Sherman…Continue

Tags: management, DNC, list, Training, consulting

Started by Kathryn Jackson Apr 21, 2009.

Profile for CompliancePoint, Inc (a PossibleNOW company)

CompliancePoint, Inc (a PossibleNOW company)Ken Sponsler, CIPPksponsler@compliancepoint.comwww.compliancepoint.com4375 River Green ParkwayDuluth, GA,…Continue

Tags: education, analysis, monitoring, regulatory, training

Started by Kathryn Jackson Mar 2, 2009.

Profile for Overseas Service Solutions

Overseas Service SolutionsRandy Warrenone@randywarren.comwww.Randywarren.com602-369-5515Years in Business 10Customer industries includeInbound customer…Continue

Tags: Telesales, Service, BPO, Outsourcing, Outbound

Started by Kathryn Jackson Feb 26, 2009.

Profile for Aon Consulting

Aon consultingRick ShermanRick_sherman@aon.comwww.aon.comOne federal streetBoston, Ma 02110617-457-7675Years in Business: 50Customer industries…Continue

Tags: Service, Care, Assessment, ROI, Performance

Started by Kathryn Jackson Feb 25, 2009.

Profile for SCC Services Group, Dave Kielkucki

SCC Services Group, Inc.Areas of expertise: Performance Management, Quality Assurance, Strategic Planning, Cultural Change, Call Center Technology Solutions, Build out of New Facilities,…Continue

Tags: /, Sales, Customer, Service, Training

Started by Kathryn Jackson Jan 26, 2009.

Profile for ClearAction, Lynn Hunsaker

ClearActionAreas of expertise:Customer experience improvement, employee motivation, customer relationship skills, change managementLynn…Continue

Tags: ROI, metrics, processes, training, NPS

Started by Kathryn Jackson Jan 22, 2009.

Profile for Gerald (Jerry) Przybysz

Gerald (Jerry) PrzybyszAreas of expertise: Inbound sales, retention, scriptwritingEmail: gprzybysz@sbcglobal.netWebsite: Geraldprzybysz.comGeneva, IL 60134Phone Number: 630-448-4937Years in Business:…Continue

Tags: Quality, Incentives, Motivation, Compliance, Metrics

Started by Kathryn Jackson Jan 22, 2009.

Profile for Response Design, Kathryn Jackson

Special services at a special fee only available to CCPF members.Go to read…Continue

Started by Kathryn Jackson Jan 20, 2009.

Profile for Taylor Reach Group. Colin Taylor

The Taylor Reach Group, Inc.Area of expertise: All Things call/contact centerColin Taylorctaylor@thetaylorreachgroup.comwww.thetaylorreachgroup.com19…Continue

Tags: reach, goals, performance, colin, center

Started by Kathryn Jackson Jan 17, 2009.

Profile for Gray and Associates. Ann Gray

Gray and Associates Areas of expertise:Defining the customer experience strategy; translating and executing the plan. performance maximization. Forecasting; Training development and delivery; meeting…Continue

Tags: forecasting, performance, facilitation, mentoring, speaker

Started by Kathryn Jackson Jan 15, 2009.

Profile for JHA Telemanagement, Inc., Jon Hamilton

JHA Telemanagement, Inc.What are your area(s) of expertise in the customer contact arena?Call Center design and implementation, Outsource placement and management, Metrics and Analytics ToolsJon…Continue

Tags: eCommerce, Search, Email, Outsourcing, Financial

Started by Kathryn Jackson Jan 11, 2009.

Profile for Human Numbers, Tiffany LaReau

Human NumbersWhat are your area(s) of expertise in the customer contact arena?Forecasting and Scheduling; I provide forecasting and scheduling services to small call centers that do not have WFM…Continue

Tags: Forecasting, Scheduling, WFM, Management, Schedule

Started by Kathryn Jackson Jan 10, 2009.

Profile for Core Practice Partners / John Frehse

Core Practice PartnersWhat question topics do you feel well qualified to answer?Any topic around labor including forecasting, scheduling, performance, and all WFM issuesJohn W.…Continue

Tags: performance, forecasting, management, analytics, WFM

Started by Kathryn Jackson Jan 10, 2009.

Consultant Information Form

Attached is the form we will be using to gather consultant information.Consultants, please review the form and if you are interested in being part of this directory, please complete the form and…Continue

Tags: gathering, directory, data, form, information

Started by Kathryn Jackson Jan 7, 2009.


Members (42)


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