Mitchell Lieber, Principal/Consultant
Dick Moore, Senior Consultant
Senior Consultants Network
Analysts
Betty Warden, Senior Consultant - In Memory

Mitchell Lieber, Principal/Consultant

Mitchell Lieber is a frequently quoted authority and award-winning leader in the contact center profession. He is also a published author and highly regarded educator on contact centers. Experience Mr. Lieber has developed, managed or advised on more than 200 contact center programs. These have spanned operations involving inbound, outbound, blended (inbound and outbound), e-mail handling and web integration. He has recruited and trained hundreds of contact center reps and has developed effective ongoing training systems.

Mitchell Lieber advises clients on the acquisition of off-the-shelf contact center software and computer hardware, and has guided custom software development teams for direct and telephone marketing applications. He has specified or advised on more than $15,000,000 in network services and telephone equipment.

Mr. Lieber's seminars and workshops have trained direct marketing and call center managers from the American Teleservices Association, Direct Marketing Association, DePaul University, many regional direct marketing associations and International Quality and Productivity Centers (IQPC).

Mitch's expertise is first hand and front line. Prior to devoting full-time to consulting and management training in 1989, he managed call centers which handled programs for companies such as American Express, the American Medical Association, AT&T, Haworth, Hitachi, Hon, Interplak, Kemper, Nuveen Investments, Philips and Zenith Data Systems. He also directed telecommunications, and very early in his career served as a call center supervisor and as a telephone rep.

Pragmatic Innovator and Forecaster
Mitchell Lieber trailblazed innovations such as segmented scripts, retiree phone reps, transferring inbound hot leads to the point-of-sale in another city, blended/universal agents, call center career-pathing and skills-based routing in the mid-1980's. During the late 1980's and early 1990's, he pioneered the integration of telephone and direct marketing. In 1993 Lieber invented the open-closed switcher, telecommunications hardware that brings a digital function, the ability to send back a busy signal to excess calls, to call centers using analog lines.

Lieber initiated the first public teleconference training session for call center reps, and co-convened the first web marketing seminar for direct marketers, both in 1993. In 1996, his widely published article of Teleservices trends for 2001 forecast the rise of web-integrated call centers, speech recognition, server phone systems, predictive modeling in call centers and an integrated CRM approach to Teleservices.

In 1999 speeches to the DMA and ATA annual conferences he predicted that DSL would become widespread and change use of the Internet, the rise of Indian call centers and the need to take a more consumer-friendly approach to forestall or prepare for legislation about cold calling. This final suggestion was repeated in a 2001 session at the American Teleservices Association annual conference, and appeared in DM News' coverage of the speech.

Author, Educator And Leader
Mitchell Lieber is a contributing author on call centers to three books including the college textbook Readings and Cases in Integrated Marketing Communications (2005, Kelly & Jones, Racom). He has been published or quoted by most major trade publications including Advertising Age, Card Marketing, Catalog Success, Direct, DM Newsand TeleProfessional (now Customer Interface).

He served as instructor of Teleservices & Contact Centers for DePaul University's Direct Marketing Certificate program for 9 years. He frequently speaks on contact center topics at the annual conferences of the Direct Marketing Association, American Teleservices Association and other groups.

Mr. Lieber is a voting member of the technical organization, the Society of Telecommunications Consultants. He is certified by Purdue University's Center for Customer Driven Quality as a call center auditor authorized to use Dr. Jon Anton's Benchmark Portal datamart of call center best practices. He served on the American Teleservices Association's Legislative Task Force, and is past president (2000-01) of the Chicago Association of Direct Marketing (CADM) where his team reversed a three year decline in the annual conference to produce a 20% increase in exhibits and a 10% increase in attendance. Additionally, Lieber was chief architect of CADM's very successful migration from outsourced to self-management which was implemented during his presidency. In 1996 Mitchell Lieber was awarded the TelPro — Teleprofessional of the Year Award by the American Teleservices Association and in 2003 was named Chicago Direct Marketer of the Year. In 2005, he received CADM's Towards the 22nd Century Award. He is immediate past chair of the Direct Marketing Association's International ECHO Awards, which recognize the best in direct marketing worldwide.

Dick Moore, Senior Consultant After graduating from the University of New Mexico with a B.A. in business administration, Dick Moore established a track record of excellence spanning more than 40 years with companies such as Southern Bell (now Bell South), Mountain Bell (now U.S. West) and Computer Consoles, Inc. (now Nortel), which developed the first computerized Directory Assistance System. He has held key positions in call centers, traffic planning, network business services, operator services, training, directory assistance database systems, product marketing and consulting. Dick's consulting clients include large corporations such as IBM, EDS, GTE and Volt Information Sciences as well as smaller operator services providers, LECs (local exchange carriers) & IXCs (interexchange carriers). In the late 1990's while serving as interim Call Center Director for a company with two facilities, Moore vastly improved the operations' work times and gross margins saving $3.5 million annually.

Dick Moore's areas of expertise span a broad range of inbound call center disciplines, with a particular focus on inbound operations, operator services, traffic engineering, technology, quality, supervision, training program development and training. He has worked with both "cost" and sales-oriented "revenue" inbound call centers in business categories such as travel (airline), yellow page directory advertising, telephone (IEX and LEC) business offices, directory assistance and hospitality/hotels.

Senior Consultants Network

When appropriate, Lieber & Associates taps the resources of its extensive network of senior consultants (20+ years experience) to participate in selected components of client engagements. Specialists in telephone rep training, database and other areas are available if required. Mitchell Lieber personally directs their work and clients always receive a senior consultants name and biography prior to their participation in a project.

Analysts

L&A Analysts edit reports as well as administer Lieber & Associates' Call Center Brain Tap^SM web survey, proprietary test call tracking software and RFP processes.

Betty Warden, Senior Consultant - In Memory Our friend, colleague and mentor Betty Warden left us June 10, 2004. Her association with Lieber & Associates went through many transformations. Betty Warden and Mitchell Lieber first met in 1987. In the 1990's Betty became a mentor and client, and then a colleague at Lieber & Associates as well as a dear friend. As a Lieber & Associates consultant, Betty could always be counted on to sharpen L&A's reports and speeches and to help direct the firm's plans. Betty's began her career in direct marketing as a copywriter for the Montgomery Ward catalog. She went on to become V.P. Signature Group (then a division of Montgomery Wards, now part of GE Financial Assurance), VP Direct Marketing Marsh & McClennan and VP VP FCB Direct. She also played a role in Nykamp Consulting (now part of Fair Isaac) and consulted with telephone operations firms such as General Electric Supply, Heller Financial, and Taste of California.

A leader in direct marketing education, she served for many years as coordinator of the Pennebaker Certificate Program in Direct Marketing at DePaul University and as Executive Director of the Chicago Association of Direct Marketing Educational Foundation (CADMEF).

During her illustrious career, Betty Warden befriended and mentored hundreds, probably thousands, of direct marketers in her warm and enthusiastic manner. This won her the prestigious Wheelless Mentoring Award from the Chicago Association of Direct Marketing (CADM). As the third recipient, she followed in the footsteps of Pat Wheelless (for whom the award is named) and Bob Stone. Betty was president of CADM in 1988-1989.

After a second bout with breast cancer Betty Warden wrote the book, Same Song, Second Verse, using her misfortune as an opportunity to help, guide and inspire others. Click on the title to read more about this wonderful book.

Betty's spirit, friendship and contributions live on both in those she touched so deeply with her very alive life, and in those she touches for the first time today through Same Song, Second Verse.