Strategy, Organizations, and Technology

Better Strategies

Lieber & Associates provides services to create better call centers. It works with your team to improve strategy, organizations, processes, and technology. The firm makes recommendations to fit clients’ goals, culture, and market. Many operations handle chat, e-mail, video, or social media in addition to calls and so are contact centers (used here interchangeably with call center).

Specialists

Lieber & Associates is focused entirely on call center consulting. It advises operations with thousands of agents in multiple countries, medium sized centers with hundreds of reps, and smaller ones with fewer than 35. L&A scopes services to each organization's scale, complexity, and plans.

Pragmatic Foresight: Innovation and Trends

Pragmatically forward-looking, founder Mitchell Lieber pioneered best practices and predicted key

industry transformations that have become standard procedures. He trail-blazed skills-based routing and a call center customer experience model. Years in advance of their wide use, Mitchell Lieber predicted server-based phone systems and click-to-call on web sites.

Technology

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

Integration and Brands

Lieber & Associates is adept at integrating the phone channel with related departments. Whether it’s field sales, the warehouse, or another department, Lieber & Associates can help create links to integrate your business with the contact center.

Read Mitchell Lieber’s Phone Channel Chapter in:
The IMC Handbook, 3rd Edition
Readings and Cases in Integrated
Marketing Communications


Racom Books
Book: The IMC Handbook – Readings & Cases in Integrated Marketing Communications

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.

Business Sectors

L&A has advised call centers in all business sectors. It has specialized offerings for those in e-commerce and catalogs, technical support, and health care (hospitals).