Call Center Consultants who Advise on Strategy, Development, and Technology

Better Strategies

Lieber & Associates provides call center consulting services that enable clients to create better call centers. It achieves this by working with your team to improve call center strategy, people, processes, and technology. 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 Center Consulting

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 25. L&A carefully 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 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.

Call Center Technology

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.

Integration and Brands

Lieber & Associates is particularly adept at integrating the contact center with key related departments. Whether it’s field sales, the warehouse, or other departments, Lieber & Associates can help create multi-layered links that integrate your business with the call center.

Read Mitchell Lieber’s Contact Center 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 channels.

Business Sectors

L&A has advised call centers in all business sectors and has specialized offerings for e-tailing and catalog (direct marketing), technical support, and health care (including hospital) centers.