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Creating Better Call Centers

Better Strategies

Lieber & Associates works with clients to create better call centers by improving strategies, organization, and technologies. The firm designs recommendations to fit each enterprise’s goals, culture, and market. Many centers handle chat, e-mail, video, and/or social media in addition to calls and so are contact centers (contact center and call center are used here interchangeably).


Entirely Contact Centers

Lieber & Associates is focused entirely on contact centers. It advises operations with thousands of agents in multiple countries, medium sized centers with hundreds of reps, and smaller ones with fewer than 25. L&A carefully scopes services to each organization’s scale, complexity, and plans. 


Pragmatic Foresight

Pragmatically forward-looking, founder Mitchell 

Lieber pioneered many best practices and predicted key industry transformations that are foundations of call centers today. He trail-blazed skills-based routing and a customer experience model for call centers. Mitchell Lieber predicted server-based phone systems and click-to-call buttons on web sites years in advance.

Technology Experts

The firm’s expertise in contact center technology is real world practical, broad, and deep. It spans all major telephone system vendors, workforce management, and software used by phone reps. L&A’s knowledge extends to software for specific business sectors.


Organization and Brand Integration

Experienced at working with a variety of organization and management structures, Lieber & Associates is particularly adept at integrating the contact center with key related departments. 

 Read Mitchell Lieber’s Contact Center chapter in:

The IMC Handbook, 3rd Edition

Readings and Cases in Integrated Marketing Communications

              


Racom Books

 Receive Mitchell Lieber’s monthly What’s Next?,      insights with foresight, via e-mail. Subscribe

​The firm has special expertise integrating with advertising, branding, and marketing channels.


Business Sector Experience

L&A has advised call centers in all business sectors and has specialized offerings for direct marketing, technical and health care centers. 


​For more about Lieber & Associates services visit the pages below. 

Services