Keith has been an authority on
call centers and the management of customer care technology since 1990. He is a
senior analyst in Frost & Sullivan’s contact center practice.
As editor of Call Center Magazine (twice), he covered a wide array of tools,
including switching and ACDs, outbound dialers, CTI, CRM and speech recognition.
He has blended with that a deep knowledge of the operational techniques and
business practices inside contact centers.
Keith has written thousands of articles as well as several definitive books,
including the now-classic Call Center Handbook. His particular interest in
recent years has been the customer experience: how it is measured and whether
companies are using the contact center as well as they can to manage that
experience to their advantage. He is a sought-after speaker and web-presenter.