Call center consultants that work with clients to create better contact and call centers

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.


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.

Organizations and Brands

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
The IMC Handbook - Readings and Cases in Integrated Marketing Communications by  Professor J. Steven Kelly, Professor Susan K. Jones and Richard Hagle

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 Sectors

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.