Customer experience is the bedrock of business success, and the role of contact centres has evolved into a critical factor in this competitive landscape. As businesses strive to strike the delicate balance between technological advancements and strategic consulting, leaders and experts play a pivotal role in shaping the landscape.
With over a decade into the 21st century, businesses find themselves at a crossroads, facing a choice between technology companies and large consulting firms. Each entity, driven by its own agenda, offers a distinct path for organisations seeking to enhance their contact centre operations. This dichotomy underscores the critical decisions businesses must make to align their contact centre strategies with their unique cultures, contexts, and capacities.
Analysing their insights, strategies, and the impact they bring to the primary market and customer experience, CXM Today has picked its top 15 contact centre experts in the US.
With over 29 years of expertise in the call centre industry, Aaron Boatin is a seasoned professional contributing his wealth of knowledge at Ambs Call Center. He possesses extensive experience in the development and deployment of communication applications, adept at leveraging current and emerging technologies to tailor solutions for Ambs Call Center’s clients. Boatin specialises in deploying highly specialised call centre, help desk, order taking, and telephone answering service applications, with a focus on enhancing businesses’ effectiveness in their communications. Boatin earned a BS in Marketing from Michigan State University, further contributing to his strategic approach in the field.
With 15 years of leadership in global contact centre operations, Alex Yepez has successfully guided small to large-scale businesses across diverse industries. During a significant tenure of over six years at LTMA Consulting in Maryland, Yepez demonstrated expertise in developing high-performing teams. Through aligning and optimising people, processes, performance, and technology, he adheres to industry standards and best practices, ensuring success in customer experience and contact centre operations (BPO). Yepez spent a decade at Interval International, culminating in the role of contact centre supervisor. His educational foundation includes a Bachelor’s degree in Business Administration and Management, General, from Western Governors University.
Arneisha Sadler, Founder & CEO of Emeniss Call Center, brings two decades of call centre and customer service expertise. From a teen mom in high school to contributing to T-Mobile’s six “J.D. Power Awards,” Sadler’s journey is marked by resilience. In 2017, she overcame personal challenges to establish Emeniss Call Center, supporting small businesses and creating job opportunities in underserved communities. Her impactful work earned her recognition, including the 2021 Houston Business Journal 40 Under 40 Award and the 2021 Houston Business Journal Women Who Mean Business Award Sadler also served as an Associate Operations Manager at Asurion for over seven years.
Becky Adler, as the CEO of Outsource Pros LLC, specialises in assisting companies in discovering optimal call centre and BPO outsourcing solutions. With an impressive tenure of over 30 years in the field, Adler has cultivated a profound understanding and an extensive network of reliable partners capable of meeting diverse outsourcing needs, whether onshore, near shore, or offshore. Adler’s mission revolves around delivering superior customer service and satisfaction. In addition to leading Outsource Pros LLC, Adler previously served as the CEO of Call Services LLC for over ten years, showcasing a longstanding commitment to the industry.
As the Founder and President of Outsource Consultants for over a decade, Corey Kotlarz brings more than 25 years of hands-on experience in the call centre industry, specialising in outsourcing solutions. Founded on a mission to be the industry leader in domestic and international call centre outsourcing, Outsource Consultants aims to add significant value to companies seeking contact centres that positively impact their bottom line while delighting customers. Prior to establishing Outsource Consultants, Kotlarz founded Cloud Call Center Search. His extensive background includes over 17 years of work at The Connection Call Center. Kotlarz earned a Bachelor of Arts (B.A.) from the University of Wisconsin-Madison.
David LaBatt currently holds the position of Executive BPO Matchmaker at Outsource Consultants, LLC, where he has contributed for over 6 years. In his role as VP of Global Sourcing, he brings an extensive 30+ years of hands-on experience in the call centre industry, specialising in outsourcing solutions. LaBatt’s professional approach is guided by principles of honesty, integrity, and treating others with the same respect he values. Before joining Outsource Consultants, LaBatt served as Senior Executive Partner at USA 800 (Acquired by Results Company), where he played a crucial role in strategic client call centre consulting for over a decade. His educational background includes a Bachelor of Science (BS) in Communications from Emporia State University.
In 1990, David Hadobas founded CCNG, pioneering the establishment of the first network of professional management in customer contact centres, customer service, and customer experience management. CCNG stands as a unique professional peer network with a vertical market focus in customer contact and support. CCNG provides insights on a wide range of topics, including contact centre application solutions, customer operations management and agent management. His specialities lie in executive connections within call centres, contact centres, customer experience management, and customer care. Hadobas pursued Business with a focus on Marketing at California Polytechnic State University-San Luis Obispo.
Hale Jay is currently serving as the President at Contact Center Consulting Group, a role he has held for the past four years. Additionally, he is a Co-Founder and Executive Board Member of the Midwest Contact Center Association, contributing to the organisation for over 13 years. The MWCCA focuses on fostering best practices within the industry. Prior to these roles, Jay held the position of National Sales Director at Customer Elation for an impressive 17 years. His educational background includes studies at The Ohio State University, where he pursued a degree in Marketing. With a wealth of experience, Jay brings a multifaceted perspective to the contact centre and marketing domains.
Jorge Oros initiated his call centre journey in San Diego in 1999. As a primary founder of Call Center Services International (CCSI), he boasts two decades of experience in the US call centre industry. Currently, he also serves as a Regional VP & National Consultant for CANIETI, a chamber focused on industry development in northwestern Mexico; and he holds the position of founding President of the Baja Contact Center Cluster. This association brings together the contact centre industry in the Baja region, fostering collaboration among vendors, government entities, and local universities. In his initial career, Jorge spent 14 years as an Ops Manager at Patenaude and Felix.
Marshall Ware, a contact centre expert, is passionate about technology and thrives on collaborating with teams to implement innovative systems that enhance business processes. His professional journey commenced as a CSR, swiftly ascending to a supervisory role. Transitioning to a new company as a contact centre manager, Ware took on the responsibility of spearheading the implementation of cutting-edge technologies.
Throughout his career, Ware has held pivotal roles as a contact centre director/manager, overseeing the successful setup of new products and large-scale implementations. Currently, he is working with Maximus, where he continues to design new solutions for new customers.
Michael Granberry has extensive experience in both internal and BPO contact centres. He excels in all aspects of call centre leadership, including site selection, performance metric development, and overseeing staff sizes exceeding 500 agents across centres. Currently, he is the VP, Customer Service at Globe Life. He drove operational improvements for profitability, negotiated a staffing contract resulting in an annual savings of $550k, and reduced agent attrition by 5.8%. Previously, he was the Sr. Director of Contact Center at Kobie Marketing and also held a nine-year tenure as the Director of Operations at Convergent Outsourcing.
Monica Williams is a contact centre operations leader with a dedicated focus on enhancing performance to achieve exceptional customer satisfaction. With a robust background spanning over 15 years in customer support, she excels in various areas, including employee development, coaching/mentoring, budgeting, workforce management, and program and partner management. Williams has successfully managed call centre and back-office operations for both individual and multiple sites. With a fluency in data and extensive hands-on experience in call centre management, She has been working at Bright MLS for over 11 years. Williams acquired her MBA degree from Keller Graduate School of Management at DeVry University.
Recognizing a gap in the market and fueled by a desire to bring compassion and care to customers and employees, Pablo Paz Hernandez established Interactive Contact Center (ICC). He prioritises fair wages, growth opportunities, and ethical business practices. In just three years, ICC earned recognition as a fastest-growing language service provider company globally, as per The Slator Language Service Provider Index (LSPI) for 2022 and 2023. With over 15 years of experience, Hernandez is a motivated leader who has founded and operated businesses across sectors. He holds a Bachelor’s Degree in Communication, with a focus on Public Relations, from the University of Central Oklahoma.
As a seasoned contact centre expert, Richard Dulaney brings a wealth of experience in crafting and implementing cutting-edge customer interaction solutions within diverse cross-functional environments. His track record includes the successful establishment and management of an IP voice Professional Services Group, collaborating closely with both clients and vendors. Specialising in the development of technology roadmaps, Dulaney excels in guiding clients through transformative journeys in unified communications technology. Dulaney consistently delivers impactful solutions that enhance interactive engagement within the contact centre industry.
Sebastian Corriere, Chief Contact Centre and Customer Experience Strategist, is the Founder of VesuvITas Contact Center Solutions Group, showcasing over 30 years of excellence in technology, marketing, and contact centre solutions. As a certified Kanban Management Professional (KMP) and Net Promoter Masterclass Certified (NPS or NPMC), Sebastian excels in Agile project management, business management, and service delivery optimization methodologies. In addition to being a contact centre expert, he is also the host of the VesuvITas Verified Podcast, where he engages with CX Thought Leaders, and proudly holds the title of CX Sherpa. His educational background includes studies at the University of Florida – Warrington College of Business.