Call Center Consultants - Contact Center Consultants

Consulting Services

Lieber & Associates works with organizations to improve customer contact. L&A recommends people, processes, and technology to enhance call center performance; then it supports implementation to optimize your call center.

Many clients handle chat, e-mail, video, or social media in addition to calls and so operate contact centers (used here interchangeably).

Better Strategies for Customer Experience

L&A helps companies boost customer loyalty with phone experiences that enhance customer satisfaction. It employs industry best practices to deliver better customer service, tailoring processes to your company's market and culture. The firm's call center consulting service uncovers ways to increase revenue and reduce some costs. Management recruitment is offered as an additional service.


Lieber & Associates' expert consultants focus entirely on customer contact center services. The firm advises call center operations of all scales. Ones with thousands of agents, medium-sized centers with 100--800, and smaller departments with 10-99 reps. L&A scopes services to each client's scale, complexity, and goals.

Pragmatic Foresight: Innovation and Trends

Practical, yet forward-looking, founder Mitchell Lieber trailblazed best practices and predicted contact center transformations that are today’s standards. He pioneered skills-based routing and created a customer experience model for call centers. Years in advance of their wide use, Lieber predicted server-based phone systems and click-to-call on the web. He continues to look to the future and the next generation of innovations.

Contact Center Technologies

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

Metrics and Reports

Contact center operations must dynamically adapt to change. The right real-time reports are essential to adapt quickly and effectively. Actionable reports align with key performance indicators (KPIs) and other metrics.

At Lieber & Associates, consultants live and breathe call center numbers. Drawing on industry experience, they help your center management track service, technical support, sales, or leads.

They measure results, quality, and productivity, as well as customer satisfaction. The firm also designs forecasting models.

Company Integration

Lieber & Associates is adept at integrating the phone channel with other departments. It identifies opportunities for links, and works with key departments to create them. It does this with professionals, medical staff, or the warehouse. The firm has special expertise in creating linkages with advertising, branding, and marketing. Consultants integrate call center operations with the company to meet business goals.

Business Sectors

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

Lieber's Take On…

Better Strategy:
Is it the Transaction or the Relationship that Matters?

A phone operation is typically viewed as a revenue center that generates sales or as a cost center that delivers service. Both views are antiquated and simplistic. Why? Both focus on individual transactions.

When delivering customer care a department is doing one of three other things. It is improving, maintaining, or harming customer relationships. This affects revenue. It is visible in changes in the lifetime value of a customer (LTV), which = average sales/year x average tenure in years.

The same is true of sales organizations. They can increase lifetime value or harm it. They can harm it by closing sales that generate revenue today, but that are unsatisfactory for the customer. This increases churn.

Ultimately, your operation must have two purposes. It must handle transactions well and maintain and improve relationships. Focusing only on immediate transactions is short-sighted. It proves costly in six to twelve months when re-order rates are low.

A happy customer speaking to a call center rep, and an upset caller on the phone with a credit card

Business Process Improvement:
What's the Challenge in Managing Phone Operations?

In nearly all advertising channels experts create a message once and duplicate it many times. There's no variation. This is true for ads in social, web, mass e-mail, TV, print, and direct mail channels.

Similarly, in the phone channel, experts outline the message and variations. Then, during every customer interaction, each rep alters it in numerous ways. This provides an opportunity to get it wrong and diminish the message; or to get it right and customize it for the customer. Management is demanding because the job is to give staff the guidance and tools required to get it right…on each contact.

Doing so initially and day-to-day shape customer experience and results.

Chart showing that message control is by human beings in call centers, and is done by automated replication in other media channels

Tech Best Practices:
Does your Cloud Vendor Really Have it Covered?

In the event of a flood, fire, or local cable cut, cloud phone systems can aid in disaster recovery. Remote or home agents are easy to plan and use when an issue occurs. However, this is only part of the picture.

Many of these vendors guarantee three nines, or 99.9%, uptime. This is up to 44 minutes a month or nine hours a year during which the regular phones are unavailable. What happens then? Every organization needs a plan with solutions for down-time.

There's something else to note. Cloud systems can have more potential points of failure than robust premise-based equipment. These include phone line outages and networking hiccups.

A SaaS (software as a service) system does not remove the need for a thorough disaster recovery plan. A plan should anticipate phone failures, electrical outages, and natural disasters.

Cloud and network connection