Trail-Blazing and Predictions
Innovations
A contact and call center thought leader, L&A's Mitchell Lieber innovated, pioneered or predicted many of today's call center practices. He often did so five to ten years in advance of their mainstream adoption.
Practices Innovated or Pioneered
2007 Customer Experience Model for Contact/Call Centers
2007 Developed Formula for Calculating Cost/Benefit/Risk of Off-shore Outsourcing
2004 Enhanced Version of Tri-Level - New Service Level Metric (first developed in 1987)
2002 Proprietary Call Center Evaluation Tools
1994 First Internet Marketing Seminar for Direct Marketers
1994 First Teleconference Training for Call Center Reps
1992 Integration of Call Centers and Direct Marketing (TV, Mail, etc.) - DMA Speech
1987 Response Projection Methods for Inbound Calls Generated by Ads (TV, print, etc.)
1987 Tri-Level - New Service Level Metric (enhanced in 2004)
1986 Blended Agents/Universal Agents
1986 Skills-based routing
1984 Conditional Close for Sales
1984 Segmentation for Call Center Campaigns

Future Call Center Developments Predicted in Articles and Speeches
2005 Geo-based Marketing of Non-voice Messages to Cell Phones and Handhelds
1999 National Do-Not-Call list (started 2003)
1999 Wide Deployment of DSL and Dramatic Increase in Web Use Due to Faster Access
1999 Call Centers in India
1996 Wide Deployment of Voice-recognition
1996 Web-integrated Call Centers
1996 Computer-based and Network-based Telephone Systems